Decision search
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Tameside Metropolitan Borough Council (24 011 766)
Statement Upheld Other 28-May-2025
Summary: Mrs M complains about further delay by the Council arranging overnight respite away from home for her children. We previously considered Mrs M’s complaint in July 2024 when the Council said it hoped to arrange respite by September 2024. Overnight respite began in April 2025. We have recommended a symbolic payment to recognise the impact of the delay.
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Birmingham City Council (24 012 230)
Statement Upheld Council tax 28-May-2025
Summary: Ms X complained the Council took recovery action for council tax she did not owe for a property she previously lived in. She also complained its communication with her was poor. We found fault by the Council on both matters. As a result Ms X was caused unnecessary distress and inconvenience. The Council agreed to apologise to Ms X and make her a symbolic payment in recognition of the injustice caused.
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Buckinghamshire Council (24 012 444)
Statement Upheld Assessment and care plan 28-May-2025
Summary: Mr X complained that the Council delayed completing a financial assessment when the late Mrs A’s assets fell below the threshold amount and then gave incorrect information about the amount it could fund, as well as involving the family in care home assessments for the purpose of establishing a budget. We found fault by the Council which caused injustice to Mrs A’s family and the Council has now agreed a remedy.
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Royal Borough of Kensington & Chelsea (24 012 714)
Statement Upheld Planning advice 28-May-2025
Summary: Mr X complained about the service he received from the Council when seeking advice about his planning permission. Mr X said dealing with the Council was stressful and left him frustrated. The Council had accepted fault in its communication with Mr X and apologised to him. We found the Council’s earlier acceptance of fault and its apologies had already suitably addressed Mr X’s frustration and distress caused by its poor communication.
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Birmingham City Council (24 013 261)
Statement Upheld Allocations 28-May-2025
Summary: Mr X complained about the Council’s decision to close the housing application made by his sister, Mrs B. We find that the Council wrongly decided Mrs B’s application was incomplete, despite her submitting all the required evidence. This caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and backdate her award date if she qualifies to join the register. It has also agreed to apologise, make a symbolic payment to Mrs B and make service improvements.
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London Borough of Barnet (24 013 744)
Statement Upheld Homelessness 28-May-2025
Summary: Miss D complained the Council placed her unsuitable accommodation. I have upheld the complaint because the Council failed to follow procedures resulting in Miss D being left in unsuitable accommodation for at least six months. The Council has agreed to pay Miss D redress and to make service improvements.
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Devon County Council (24 013 985)
Statement Closed after initial enquiries Special educational needs 28-May-2025
Summary: Mrs X complained about the Council’s handling of her child, Y’s education since 2022 when they stopped attending school. She complained about a lack of alternative provision, delays completing Y’s Education, Health and Care (EHC) needs assessment and the decision to name a mainstream school in the final EHC Plan. I ended this investigation because part of the complaint is late and the other part falls outside of our jurisdiction because Mrs X appealed to the SEND tribunal.
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Ashford Borough Council (24 014 106)
Statement Upheld Homelessness 28-May-2025
Summary: Mr X complained about the Council’s handling of his temporary accommodation placements. He said the Council actions frustrated and distressed him and his family lived in unsuitable accommodation. There was fault in the way the Council did not initially consider the suitability of Mr X’s accommodation, did not offer him an appeal right and placed him in unsuitable accommodation. Mr X and his family lived in unsuitable accommodation for 12 months. The Council has agreed to apologise, make a financial payment and provide guidance to its staff.
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Northumberland County Council (24 014 127)
Statement Closed after initial enquiries Other 28-May-2025
Summary: We will not investigate Mr X’s complaint about a school, the conduct of Council staff, and the Council failing to provide him with information. This is because we cannot consider actions within a school, we could not add to the Council’s own investigation or achieve a different outcome, and complaints about information requests are best dealt with by the Information Commissioner’s Office.
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Bedford Borough Council (24 007 643)
Statement Upheld Land 28-May-2025
Summary: Ms C complained on behalf of her client Ms D, that the Council did not honour a commitment it gave that she could move on to a pitch at a Gypsy and Traveller site. We upheld the complaint, finding the Council should not have withdrawn its offer to Ms D. Its actions caused her distress and meant she missed an opportunity to move on to the site. The Council had recognised fault in its communications with Ms D. It had apologised and offered a symbolic payment. But we considered these measures did not adequately remedy Ms D’s injustice. The Council accepted our findings and agreed to increase its symbolic payment to Ms D and allocate the next available pitch at the site to her. It also agreed to consider a series of concerns we highlighted about its existing allocations policy as part of a review of that policy.