Decision search
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Wiltshire Council (24 017 754)
Statement Not upheld Charging 31-Aug-2025
Summary: Ms A complained that the Council delayed in moving her mother Ms X to appropriate alternative accommodation and as such has caused personal financial loss to Ms X. We find there was no fault on the part of the Council. No-one had legal authority over Ms X’s finances and no move could be achieved until deputyship was resolved.
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Birmingham City Council (24 018 222)
Statement Upheld Refuse and recycling 31-Aug-2025
Summary: Mr X complained the Council has repeatedly failed to collect his recycling waste as scheduled since July 2024. We found the Council’s repeated failure to collect Mr X’s recycling when collecting his neighbours’ is fault. This fault has caused Mr X frustration and inconvenience. The Council will apologise and make a payment to Mr X.
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Sandwell Metropolitan Borough Council (24 018 450)
Statement Upheld Special educational needs 31-Aug-2025
Summary: The Council was at fault as it delayed completing an Education, Health and Care needs assessment for Miss X’s child Y. It was also at fault as it did not properly consider its alternative provision duty when Y was not in school and it poorly communicated and handled Miss X’s complaint. The Council will apologise and make a symbolic payment to Miss X to recognise the avoidable frustration and uncertainty caused by its faults. It will also report back to us on the steps it will take to avoid similar issues from happening again.
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Oxfordshire County Council (24 018 578)
Statement Upheld Residential care 31-Aug-2025
Summary: Mrs X complained for her husband Mr X about his care in a council-funded care home. We found fault as care did not reflect Mr X’s preferences, he was not supported to walk, he had only infrequent showers and did not get enough opportunities to take part in activities he was interested in. The Council will apologise, make symbolic payments to reflect avoidable distress and complete a review by the quality assurance team.
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London Borough of Haringey (24 018 580)
Statement Upheld Allocations 31-Aug-2025
Summary: Ms D complains the Council delayed assessing her housing need and providing suitable housing. I have found substantial delays by the Council resulting in Ms D not being provided a reasonable level of assistance for a total of 20 months. During that time she has had to occupy an unsuitable property, is effectively housebound because of stairs to access the property and cannot use the bath. The Council has agreed to pay redress and make service improvements.
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London Borough of Waltham Forest (24 018 687)
Statement Closed after initial enquiries Trees 31-Aug-2025
Summary: We will not investigate this complaint about damage by a Council owned tree to the complainant’s property. It is reasonable to expect the complainant to go to court.
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Essex County Council (24 018 829)
Statement Upheld Special educational needs 31-Aug-2025
Summary: Mrs X complained about the delay in her son’s (Y) Education Health and Care needs assessment and the Council’s unsatisfactory communication with her. We found fault in the way the Council carried out the Education Health and Care Plan process for Y and how it communicated with her. The Council’s fault caused injustice to Mrs X. The Council has agreed to apologise and make a payment to recognise Mrs X’s distress.
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Cambridgeshire County Council (24 012 374)
Statement Upheld Assessment and care plan 31-Aug-2025
Summary: The Council was at fault for the delay in reviewing Mr X’s adult son, Mr Y’s, needs assessment and care and support plan and for failing to provide overnight respite. It also delayed responding to Mr X’s complaint. This caused Mr X and other family members significant frustration and distress and meant they had to provide unpaid support, without a break, for an extended period. The Council has agreed to apologise to Mr X and make payments to Mr X and other family members. It has also agreed to provide evidence of the improvements it made following Mr X’s complaint including to ensure outstanding cases are reviewed and that there are plans to mitigate risks where reviews identify delays in providing services.
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Chelmsford City Council (24 013 658)
Statement Not upheld Pollution 31-Aug-2025
Summary: Mr X complained about the Council’s investigation into dust nuisance from a nearby business. The Council investigated Mr X’s concerns without fault. It was satisfied the business has taken all reasonable steps to mitigate the dust and that no statutory nuisance exists.
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Birmingham City Council (24 015 217)
Statement Upheld Refuse and recycling 31-Aug-2025
Summary: Mr X complained the Council has failed to provide a replacement pod for his recycled paper and cardboard despite first requesting this in April 2022. He also complained the collection crew damaged his recycling bin in December 2024 and the Council has failed to replace it. We found the significant delay in providing a replacement pod amounts to fault. The Council will apologise and make a payment to Mr X.