Decision search
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London Borough of Hounslow (24 005 013)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council did not provide her child D with special educational needs support from their Education, Health, and Care Plan, and failed to properly review the Plan. There was fault by the Council which caused D to miss special educational needs provision, and avoidable distress for D and Mrs X. The Council agreed to apologise, evidence it is taking action to ensure D’s provision is in place, and pay a financial remedy. It will also review its processes to ensure it meets its duties to secure Education, Health, and Care Plan provision.
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Agincare UK Limited (24 006 212)
Statement Upheld Domiciliary care 10-Mar-2025
Summary: We upheld Mr X’s complaint. Complaint handling was not in line with our expectations, record-keeping was poor and staff conduct in a meeting unprofessional. This caused avoidable distress. The Care Provider has accepted our recommendations for a further apology, a symbolic payment and actions for it to take to improve its service and minimise the chance of recurrence.
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London Borough of Lambeth (24 006 548)
Statement Upheld Homelessness 10-Mar-2025
Summary: Miss X complained about how the Council responded to her concerns that her temporary accommodation was unsuitable. The Council was at fault. This meant Miss X missed out on her right to ask for a review of her accommodation’s suitability and she has been living in unsuitable housing for over a year. To remedy her injustice, the Council will apologise and pay Miss X a total of £1800. It will take action to ensure it gives accurate information about homeless people’s rights to request a review of the suitability of their temporary accommodation.
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Surrey County Council (24 007 650)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure the provision set out in Y’s Education, Health and Care Plan. As a result, Mrs X says Y has not received the provision he is entitled to. We find the Council at fault for not securing provision. The Council has agreed to apologise and make a payment to recognise the injustice.
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Surrey County Council (24 007 689)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure provision set out in Y’s Education, Health and Care Plan and delayed completing a review of the plan. Mrs X says this caused distress and means Y did not receive the education they were entitled to. We find the Council at fault for not securing provision and delays in reviewing Y’s plan. We find the Council has already taken suitable action to address the injustice to Mrs X and Y.
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Sandwell Metropolitan Borough Council (24 007 933)
Statement Upheld Land 10-Mar-2025
Summary: Ms X complained the Council misrepresented the fees and process involved in her buying council owned land next to her home. She also complained it took too long to consider her request and her complaint. We found fault by the Council which caused Ms X uncertainty. The Council agreed to apologise to Ms X and make her payment in recognition of the injustice caused to her.
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Statement Not upheld Housing benefit and council tax benefit 10-Mar-2025
Summary: Mrs X and Ms Y, representatives of this complaint, and executors of Mr Z’s estate, complain about the Council’s failure to forward an appeal regarding an alleged overpayment to the Tribunal. We have discontinued our investigation. The Council has since forwarded the appeal to the Tribunal, and further investigation would not achieve a worthwhile outcome.
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Surrey County Council (24 009 896)
Statement Not upheld School transport 10-Mar-2025
Summary: there is no fault in the Council’s decision to refuse Mr and Mrs P’s application for transport assistance for their daughter, G. We cannot question decisions taken without fault.
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London Borough of Enfield (24 011 503)
Statement Upheld Council tax 10-Mar-2025
Summary: Mrs X complained the Council took legal action regarding unpaid council tax without allowing for the postal system to deliver notification of proceedings. Mrs X also complained the Council failed to deal with the matter when she tried to resolve the issue. She says the Council’s actions caused avoidable stress and led to additional costs. The Council is not at fault regarding its notification to Mrs X. However, we found service failure regarding the Council’s subsequent communication. The Council has agreed to provide a financial remedy and make service improvements.
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Bristol City Council (24 014 400)
Statement Upheld Council tax 10-Mar-2025
Summary: Mr X complained that the Council incorrectly informed him that he did not need to pay council tax as his property was listed as HMO. Mr X was later informed he was liable for council tax from September 2023. We have concluded our investigation with a finding of fault. The Council acknowledges it provided Mr X with incorrect information and has proposed a suitable remedy.