Decision search
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London Borough of Hackney (24 016 748)
Statement Upheld Homelessness 28-Aug-2025
Summary: Miss X complained the Council failed to deal with her repeated reports of mice issues and of disrepair in her temporary accommodation. We found the Council at fault for delays, with shortcomings in the action it took, and it did not keep suitability under review. This caused significant distress, uncertainty and frustration to Miss X. The Council has agreed to apologise, make a symbolic payment, carry out a suitability review, and to take action to prevent recurrence of fault.
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London Borough of Lambeth (24 017 709)
Statement Upheld Homelessness 28-Aug-2025
Summary: Ms C complained about the Council’s handling of her concerns about the suitability of her temporary accommodation and advice she received. She said this has impacted her and her family, and they remain in unsuitable accommodation. We found the Council at fault for failing to complete suitability reviews, share its decisions, and provide Ms C with her appeal rights. It remains at fault as Ms C’s family remains in the accommodation the Council has since agreed is unsuitable. The Council will apologise to Ms C and make payment to acknowledge the injustice its faults caused, and continues to cause, her family.
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Solihull Metropolitan Borough Council (24 018 114)
Statement Not upheld Alternative provision 28-Aug-2025
Summary: We have discontinued our investigation of this complaint, that the Council failed to ensure two children received consistent and suitable tuition. This is because we do not consider there is any evidence of significant fault by the Council, and we are satisfied the Council has proposed an appropriate way to address the provision that was missed.
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Royal Borough of Kensington & Chelsea (24 018 311)
Statement Upheld Homelessness 28-Aug-2025
Summary: Ms X complained the Council delayed dealing with Ms Y’s homeless application and it delayed offering Ms Y interim accommodation. We find the Council was at fault for its delays in dealing with Ms Y’s homeless application and its delays in offering her interim accommodation. These delays caused Ms Y frustration, distress and upset and she was deprived of suitable accommodation. The Council has agreed to make payments to Ms Y to reflect her injustice.
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Derbyshire County Council (24 018 393)
Statement Upheld Special educational needs 28-Aug-2025
Summary: Mrs X complained the Council delayed in completing the review of her daughter’s Education, Health and Care plan. Because of this delay, she reported that her daughter stopped receiving some speech and language therapy provision and further provision through an occupational therapist. She also confirmed the Council failed to provide a tutor. We find the Council at fault which caused Mrs X and her daughter injustice. We propose the Council should make payments and apologise to Mrs X and her daughter.
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Tameside Metropolitan Borough Council (24 018 898)
Statement Upheld Special educational needs 28-Aug-2025
Summary: There was fault by the Council, because it delayed completing an annual review of an education, health and care plan, did not consider whether its duty to arrange alternative educational provision applied while a child was not attending school, and did not ensure she received specialist provision she required during this time. The Council has agreed to apologise and offer a financial remedy to address the injustice these faults caused. It has also agreed to consider how best to ensure its staff understand the Council’s responsibilities to provide education for a child not attending the school.
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London Borough of Merton (24 000 449)
Statement Upheld Assessment and care plan 28-Aug-2025
Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.
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NHS South West London ICB (24 000 449a)
Statement Upheld Care and treatment 28-Aug-2025
Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.
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Royal Borough of Greenwich (24 008 175)
Statement Upheld Antisocial behaviour 28-Aug-2025
Summary: Mr B complained that the Council did not take effective action when he complained about antisocial behaviour (ASB) from the play area near his house. There was fault by the Council. Although it took action to respond Mr B’s issues, it did not liaise with the Police who were also involved, nor tell Mr B he could ask for an ASB case review. The Council took too long to respond to Mr B’s complaints and referred him to the Housing Ombudsman when he cannot use that service. The Council’s shortcomings caused Mr B frustration, but it is unlikely that the Council would have taken any different action to tackle the problems. The Council will apologise to Mr B and remind its staff of its ASB powers, the ASB case review and that owner-occupiers cannot complain to the Housing Ombudsman.
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Kirklees Metropolitan Borough Council (24 008 370)
Statement Upheld Special educational needs 28-Aug-2025
Summary: The Council accepted that it had delayed in issuing the complainant’s son’s Education, Health and Care Plan. We too find fault, resulting in avoidable distress and a loss of suitable education for Miss X’s son. The Council had already offered to make a symbolic payment for the lost education and avoidable distress and time and trouble for the complainant. We consider this is a suitable remedy. We are therefore closing the complaint.