Decision search
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Durham County Council (25 000 516)
Statement Upheld Leisure and culture 24-Apr-2025
Summary: We will not investigate Ms X’s complaint about the Council’s response to a service request. The Council has already upheld Ms X’s complaint, apologised and taken steps to rectify its service delivery. Because these actions are appropriate and there are no wider public interest issues, it is not proportionate for us to investigate.
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Transport for London (25 000 835)
Statement Closed after initial enquiries Parking and other penalties 24-Apr-2025
Summary: We will not investigate this complaint about the Council's enforcement of a penalty charge notice as it is reasonable to expect the complainant to ask the court to consider her case.
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Bury Metropolitan Borough Council (24 000 867)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Miss X complained that the Council failed to provide education to her son while he was out of school. We have found that the Council was at fault, because it failed to deliver home tuition to Miss X’s son for at least part of 2023. This meant he lost education, and he and Miss X likely suffered distress. The Council has agreed to make symbolic payments to recognise their injustice, and it will take steps to improve its service.
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Staffordshire County Council (24 002 043)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Mrs X complained the Council failed to ensure her child, Y received therapy provision in line with their Education, Health and Care (EHC) Plan between November 2022 and February 2024. The Council was at fault. It failed to ensure Y received the therapy provision and failed to carry out sufficient oversight or investigation in response to Mrs X’s concerns. The Council agreed to make payments to Mrs X to acknowledge Y’s loss of provision and for the distress caused to her.
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Test Valley Borough Council (24 002 511)
Statement Upheld Enforcement 24-Apr-2025
Summary: Ms X complained on behalf of a residents’ association that the Council failed to take planning enforcement action to stop unauthorised activities and structures at a nearby site. The Council was entitled to wait on the outcome of a planning application before deciding whether to take enforcement action. However, the Council took too long to decide the application, causing residents a period of uncertainty. The Council should apologise to the residents’ association.
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Warwickshire County Council (24 002 581)
Statement Upheld Special educational needs 24-Apr-2025
Summary: Mrs X complained the Council failed to ensure her child, Y, received the provision in their Education, Health and Care Plan and delayed issuing an amended Plan following an annual review in March 2023. The Council delayed issuing the amended Plan following Y’s annual review, and failed to ensure Y’s school was delivering the provision in the Plan once it was issued. The Council also delayed in responding to Mrs X’s complaint. The Council should apologise, make a payment to Mrs X and review its processes.
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London Borough of Haringey (24 002 836)
Statement Upheld Disabled facilities grants 24-Apr-2025
Summary: The Council was at fault for failing to make the disabled adaptations Ms X needs in her home. The Council’s decision making was not in line with the law and guidance and it wrongly insisted Ms X must have all the works to her property it thought she needed. As a result, Ms X has spent over a year without access to a downstairs toilet. To remedy this injustice, the Council has agreed to apologise, progress works to Ms X’s home and make payments to her. The Council will also act to improve its services.
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Statement Upheld Enforcement 24-Apr-2025
Summary: X complained about the Council’s failure to take planning enforcement action to control an energy generation facility. X said the failure has affected the environment and local residents. There was delay, which was fault and caused X frustration, the Council has already apologised. The delay could also cause injustice to others in the future. The Council will arrange and hold a meeting with X to explain its enforcement decision and carry out service improvements to prevent recurrence of the faults identified.
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Statement Upheld Special educational needs 24-Apr-2025
Summary: Mr X complained about the Council’s delays during the Education, Health and Care needs assessment process for his son. He also complained the Council’s communication was poor during the process. We find the Council was at fault for its delays during the Education, Health and Care needs assessment process and for its poor communication with Mr X. This caused frustration and distress and meant Mr X’s son lost out on special educational provision. The Council has agreed to our recommendations to apologise to Mr X and his son and make payments to reflect the injustice caused.
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Bournemouth, Christchurch and Poole Council (24 007 664)
Statement Upheld Allocations 24-Apr-2025
Summary: Miss X complained about the Council’s handling of her housing application. The Council was at fault for the delay in assessing her housing need and for poor communication. It has already apologised and offered a payment to acknowledge the frustration this caused which was an appropriate remedy. There was no fault in the way it has applied the policy or in what it allows Miss X to bid for.