Decision search
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Nottingham City Council (24 002 449)
Statement Not upheld Safeguarding 26-Mar-2025
Summary: Mrs X and Mrs Y complain that the Council failed to undertake an appropriate safeguarding investigation after their sister Ms A developed a serious pressure sore in the care home where she lived. The evidence available shows that the Council considered properly how the care provider acted in accordance with the relevant guidance.
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Gloucester City Council (24 006 605)
Statement Closed after initial enquiries Enforcement 26-Mar-2025
Summary: We will not investigate Mrs X’s complaint about the Council’s oversight of the building of her neighbour’s extension, it not investigating issues with the development, and not supporting her. There is not enough evidence of fault by the Council to warrant us investigating. There is insufficient evidence that Council action or inaction caused Mrs X’s claimed injustices. It would be reasonable for Mrs X to take the private civil matters caused by the neighbour’s development to court if required. We also cannot achieve the outcomes she wants from her complaint.
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Statement Upheld Special educational needs 26-Mar-2025
Summary: Miss X complained there was delay in providing her daughter, Y, with an Education Health and Care Plan (EHC Plan). She also complained there was a failure to provide Y with an education following her permanent exclusion. There was also a failure to provide agreed equine therapy and the provision set out in her EHC Plan. We found there was delay in issuing the EHC Plan and there was a lack of education and provision. This set back her daughter’s education and caused distress. We recommended an apology and payment to recognise the impact.
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Hertfordshire County Council (24 007 910)
Statement Upheld Alternative provision 26-Mar-2025
Summary: Mrs X on behalf of her daughter Miss Z, complained the Council failed to provide suitable alternative education when she was unable to attend school due to illness. The Council failed to consider what education Miss Z could manage and failed to provide alternative provision for a year affecting Miss Z’s mental health and causing her to fall behind her peers. An apology and a financial remedy for the uncertainty is agreed.
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Anchor Hanover Group (24 008 454)
Statement Upheld Residential care 26-Mar-2025
Summary: Mrs W complains about the care provided to her father, Mr Y, during the time he was resident at Nelson Lodge care home. The home has already upheld some parts of the complaint. In our view, the home also failed to properly assess and manage Mr Y’s risks, and did not act upon guidance given by medical professionals about the management of an ongoing skin condition. The remedy already offered by the home is appropriate and we do not recommend anything further for Mr Y. However, the home will acknowledge the uncertainty caused to Mrs W with a symbolic payment of £250.
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London Borough of Harrow (24 009 300)
Statement Upheld Allocations 26-Mar-2025
Summary: Miss X complained about how the Council dealt with her housing application and for delays in resolving a system error that prevented her from bidding for properties. We find the Council at fault for delays in the process of assessing Miss X’s application and rectifying a system error, causing uncertainty for Miss X. The Council has agreed to apologise and make a payment to recognise the injustice.
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Westminster City Council (24 009 997)
Statement Upheld Noise 26-Mar-2025
Summary: Mr X complained the Council has failed to properly investigate or take appropriate enforcement action in relation to his reports of nuisance in the form of noise, heat and odours from a dry cleaning business operating in the building below his home. We found the delay in investigating Mr X’s concerns about heat affecting his property and the failings in communication are fault. These fault have caused Mr X distress and inconvenience and put him to unnecessary time and trouble. The Council has agreed to apologise and make a payment to Mr X.
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Surrey County Council (24 010 179)
Statement Upheld Special educational needs 26-Mar-2025
Summary: Ms X complained the Council failed to put in place special educational provision in an Education, Health and Care Plan following a Tribunal decision. The Council has acknowledged Ms X’s child received virtually no education for a period of sixteen months. It is now belatedly taking steps to resolve this. The Council has agreed to make a symbolic payment and make service improvements.
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London Borough of Barking & Dagenham (24 010 780)
Statement Closed after initial enquiries Parking and other penalties 26-Mar-2025
Summary: We will not investigate Mr X’s complaint about the Council’s handling of his dropped kerb application. This is because there is not enough evidence of fault affecting its decision.
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Southend-on-Sea City Council (24 010 824)
Statement Upheld Refuse and recycling 26-Mar-2025
Summary: Mr X complained the Council has failed to consistently collect his waste and recycling on a weekly basis. The Council failed to collect Mr X’s waste and recycling in full on a number of occasions since July 2024. This caused Mr X frustration and the time and trouble completing missed collection forms each time. The Council agreed to make a symbolic payment to Mr X and monitor collections for the next two months to remedy the injustice caused.