Decision search
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Sandwell Metropolitan Borough Council (23 021 078)
Statement Upheld Charging 15-Sep-2024
Summary: Mrs Z, on behalf of her father Mr X, complained the Council allowed a debt to accrue for adult social care services. The Council accepts fault in its failure to communicate with Mr X about the unpaid domiciliary care charges and allowing them to accrue to over £9,000. The Council has already taken action to provide a suitable remedy for this complaint.
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London Borough of Hackney (23 021 123)
Statement Not upheld Housing benefit and council tax benefit 15-Sep-2024
Summary: Mrs X complained about the Council’s failure to make a payment of £300 following a previous upheld complaint to the Ombudsman. There was no fault by the Council. It sent a cheque to Mrs X that was not cashed. It has now suggested Mrs X’s son provide his bank details and a direct transfer will be arranged. This is an acceptable outcome and there is no need for further investigation by the Ombudsman.
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Cheshire West & Chester Council (23 021 245)
Statement Upheld Special educational needs 15-Sep-2024
Summary: Mx X complained the Council failed to ensure their child Y received appropriate education and specialist provision in line with their Education, Health and Care Plan. The Council was at fault for the delay in finalising the Education, Health and Care Plan, in arranging provision following the annual review, and in making a refund to Mx X. This caused Mx X frustration and uncertainty and meant Y missed out on education provision. The Council has agreed to apologise and make payments to Mx X and Y.
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East Riding of Yorkshire Council (24 000 561)
Statement Closed after initial enquiries Other 15-Sep-2024
Summary: We will not investigate this complaint about the Council’s complaint-handling. It is not a good use of public funds to consider complaints processes in isolation. In any event, the substantive matter Mr X complained to the Council about would now be too late for us to consider, and there is insufficient evidence of fault or injustice in other more recent elements of the complaint.
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Birmingham City Council (24 000 852)
Statement Upheld Parking and other penalties 15-Sep-2024
Summary: Miss T complained about a lack of functioning parking machines in the city centre, limiting her ability to pay cash for on-street parking. We did not consider this a service failure, given Miss T had alternative means to pay. But we upheld the complaint because of poor customer service Miss T received, putting her to unnecessary time, trouble and inconvenience. The Council has accepted this finding and at the end of this statement we set out action it has agreed to remedy her injustice.
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Brighton & Hove City Council (24 001 276)
Statement Closed after initial enquiries Disabled facilities grants 15-Sep-2024
Summary: We will not investigate this complaint about the Council’s installation of a hand rail in Mr X’s home. The complaint is late and there is no good reason to exercise discretion.
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Liverpool City Council (24 005 148)
Statement Upheld Residential care 15-Sep-2024
Summary: Mrs X complains the Council was at fault in the way a care home it commissioned cared for her mother Mrs Y causing distress. We have found no evidence of fault by the Council in the way it has charged Mrs Y for her stay at the care home. We found no evidence of fault in the standard of care provided to Mrs Y over her weight and nutritional needs. The Council has accepted there was fault in the way the care provider responded to Mrs X’s complaints about the matter, apologised and offered a suitable remedy in recognition of the distress caused. We found fault in the way the care home dealt with Mrs Y’s hearing aids, glasses and clothing which has adversely impacted onto Mrs X. I have recommended a suitable remedy in this case, so we have completed our investigation.
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Royal Borough of Windsor and Maidenhead Council (24 005 281)
Statement Upheld Charging 15-Sep-2024
Summary: We will not investigate Mrs X’s complaint about the Council’s refusal to pay her mother’s full care home fees and its decision that her mother can be safely moved to a cheaper care home. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused by the likely fault.
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Isle of Wight Council (24 005 514)
Statement Closed after initial enquiries Planning applications 15-Sep-2024
Summary: We will not investigate this complaint about the Council’s response to Mr X’s reports of nuisance caused by advertising flags at a business close to his home. This is because we are unlikely to find evidence of fault by the Council.
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Statement Closed after initial enquiries Enforcement 15-Sep-2024
Summary: We will not investigate this complaint about the Council’s failure to act on reports of a business running from a residential property. The Council confirms it has served multiple notices and if it does not receive a response then enforcement action will follow. We do not consider that further investigation at this time will lead to a different outcome.