Decision search
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London Borough of Waltham Forest (25 013 159)
Statement Closed after initial enquiries Other 15-Oct-2025
Summary: We cannot investigate Mrs X’s complaint about a coroner because the Council is not responsible for the actions of coroners and their officers who carry out coroners' functions, and we cannot investigate the actions of other bodies. We will not investigate the Council’s complaint handling because it is not a good use of public resources.
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Bournemouth, Christchurch and Poole Council (25 014 043)
Statement Closed after initial enquiries Refuse and recycling 15-Oct-2025
Summary: We will not investigate Mrs B’s complaint that the Council wrongly expects her to pay for a new bin after her bin was damaged by refuse collectors. This is because an investigation is unlikely to achieve a meaningful outcome or be a good use of our limited resources.
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Leicestershire County Council (25 014 251)
Statement Closed after initial enquiries Other 15-Oct-2025
Summary: We will not investigate this complaint about the Council’s disclosure of Ms X’s personal data to her ex-partner. This is because the complaint concerns a data breach. The Information Commissioner’s Officer would be better suited to consider the matters complained about.
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Luton Borough Council (24 018 180)
Statement Upheld Alternative provision 15-Oct-2025
Summary: Miss X complained the Council failed to provide a suitable education for her son following an exclusion. We found there was a lack of alternative provision. There was also a delay in completing the 2024 Education Health and Care Plan review process. We recommended an apology and a payment to recognise the injustice caused by the fault.
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Tendring District Council (24 019 006)
Statement Upheld Allocations 15-Oct-2025
Summary: Miss F complained about the way the Council dealt with her homelessness application and placed her in unsuitable accommodation. We found fault. The Council has agreed to apologise and pay Miss F £600 to remedy distress and being in unsuitable B&B for two weeks longer than she should have been. It will also make a service improvement.
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London Borough of Wandsworth (24 019 089)
Statement Upheld Assessment and care plan 15-Oct-2025
Summary: Mr Y complains the Council delayed in making Direct Payments available after he resumed his role as a carer. We find there was fault by the Council which caused distress to Mr Y. The Council will apologise and make a symbolic payment of £500.
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Birmingham City Council (24 019 096)
Statement Upheld Child protection 15-Oct-2025
Summary: We found fault by the Council on Mr Y’s complaint about it failing to properly justify why it rejected the Independent Investigating officer’s recommendation about reimbursing his legal and private investigator’s costs under its complaints procedure. The decision it sent Mr Y was too brief, failed to show and fully explain what was considered and how, and was selective in its use of evidence it relied on. The Council agreed to send him a written apology for the identified failures. It agreed to reimburse his legal costs of £12,459 and private investigator costs of £462. It will pay him £200 for the injustice the failures caused. It will also ensure full, reasoned, and objective decisions are sent when it decides not to follow an Independent Investigator’s recommendation. It will ensure lessons are learned from the failures to ensure they are not repeated on future cases.
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Stoke-on-Trent City Council (24 019 267)
Statement Upheld Charging 15-Oct-2025
Summary: There was fault by the Council which issued an invoice for the late Mr Y’s homecare for a period when he was in hospital. The Council has already taken some action to resolve the complaint by apologising and removing charges. It will also apologise, issue an itemised invoice and reduce the outstanding bill by £100 to reflect Ms X’s avoidable distress.
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Statement Not upheld Direct payments 15-Oct-2025
Summary: Mrs A complained about the care Somerset Council and Somerset NHS Foundation Trust provided to her daughter, Miss B, before her death. She complains the Council and Trust refused to provide funding for 24-hour care which Miss B needed, could not find Miss B a suitable care agency and tried to force the family to accept direct payments. Based on the evidence reviewed, we found no fault with the actions of the organisations.
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Somerset NHS Foundation Trust - Musgrove Park Hospital (24 009 941a)
Statement Not upheld Community hospital services 15-Oct-2025
Summary: Mrs A complained about the care Somerset Council and Somerset NHS Foundation Trust provided to her daughter, Miss B, before her death. She complains the Council and Trust refused to provide funding for 24-hour care which Miss B needed, could not find Miss B a suitable care agency and tried to force the family to accept direct payments. Based on the evidence reviewed, we found no fault with the actions of the organisations.