Decision search
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Winchester City Council (24 015 960)
Statement Closed after initial enquiries Councillor conduct and standards 19-Dec-2024
Summary: We will not investigate this complaint about the conduct of members of the Council’s planning committee. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The complainant is complaining on behalf of a Parish Council and not as a member of the public.
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Rochdale Metropolitan Borough Council (24 016 447)
Statement Closed after initial enquiries Other 19-Dec-2024
Summary: We will not investigate this complaint about a breach of GDPR. This is because the Information Commissioner’s Office is better placed to consider it.
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Reading Borough Council (23 006 632)
Statement Upheld Other 19-Dec-2024
Summary: The Council was at fault for a delay to its investigation of Ms X’s complaint. But, in the context of her overall complaint about its complaint-handling, the fault was limited. The Council properly considered the complaint, made adjustments to its process in light of her communication difficulties, and generally acted in accordance with its statutory responsibilities. Nonetheless, it will take action to recognise Ms X’s injustice from the delay.
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Isle of Wight Council (23 019 334)
Statement Upheld Special educational needs 18-Dec-2024
Summary: the Council took eight weeks too long to issue Mrs M’s daughter G’s Education, Health and Care (EHC) Plan. The Council issued the Plan without advice from an Occupational Therapist (OT) so the Plan was, in fact, incomplete. The Council refused Mrs M’s request for a specialist OT assessment. The reason the Council gave was invalid. This calls the Council’s decision into question. We do not uphold Mrs M’s complaint the Council refused to make interim provision before it issued the Plan, but we recommend the Council apologises for the delay and reconsiders Mrs M’s request for a specialist OT assessment.
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Understanding Care (Warwickshire) Limited (23 020 187)
Statement Upheld Domiciliary care 18-Dec-2024
Summary: Mr X complains Unique Senior Care - Warwickshire failed to give proper notice that his relative’s usual care workers would be away, preventing them from making alternative arrangements, and failed to provide appropriate care until she moved to a care home in November 2023. The care provider is unable to evidence having met all the relative’s needs. This resulted in avoidable distress to her. The care provider needs to apologise to Mr X and make a symbolic payment to his relative.
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Sheffield City Council (23 020 598)
Statement Upheld Council tax 18-Dec-2024
Summary: Ms X complained the Council pursued historic council tax debts without providing a clear explanation or following correct procedures. She said the Council seeking to recover a debt after a long period affected her wellbeing and financial circumstances. We have found the Council at fault for administrative errors which contributed to the delay and led to the avoidable involvement of enforcement agents. This caused Ms X avoidable uncertainty and distress. We have made recommendations for the Council to remedy Ms X’s unaddressed injustice.
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Cumberland Council (23 020 862)
Statement Upheld Charging 18-Dec-2024
Summary: Mr X complained on behalf of his mother Mrs Y, the Council failed to clearly set out and explain Mrs Y’s care charges and adjustments. The Council was at fault. It will recalculate Mrs Y’s care charges for early October 2022, apologise and pay Mr X a symbolic payment for the confusion and uncertainty caused by the backdated invoices and adjustments made. It will also provide evidence of the service improvements it has already put in place.
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Statement Not upheld Parking and other penalties 18-Dec-2024
Summary: Mr X complained the Council failed to investigate or respond to his complaints about parking and traffic issues. Mr X said he is getting fined because he cannot park outside his home. We do not find the Council at fault.
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Statement Upheld Alternative provision 18-Dec-2024
Summary: Miss X complained the Council failed to provide suitable education for her child following their permanent exclusion from school in November 2023. We found fault with the Council failing to provide education for Miss X’s child from 30 November 2023 to 16 September 2024. We also found fault with the Council delaying outside the statutory timescales in completing an Education, Health and Care Plan Needs Assessment of Miss X’s child. The Council agreed to pay Miss X a further £4,270 for her child’s missed education. The Council also agreed to pay Miss X £800 for the frustration and anxiety caused through its delays in completing the Education, Health and Care Plan Needs Assessment up to 22 September 2024. The Council should pay a further £100 each month it continues to delay until Miss X gets her appeal rights up to a maximum of six months.
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Bristol City Council (24 003 347)
Statement Closed after initial enquiries Planning applications 18-Dec-2024
Summary: We will not investigate this complaint about how the Council dealt with a planning application. This is because parts of the complaint are late, and it is unlikely we would find fault.