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Statement Upheld Special educational needs 21-Mar-2025
Summary: Mrs X complained the Council failed to complete an Education, Health and Care needs assessment for her child within legal timescales and is still ongoing. She also said it failed to provide an education for her child for a long period. This has caused significant frustration, distress and uncertainty, and affected her child’s wellbeing and educational attainment. We found the Council at fault. The Council has agreed to apologise and make symbolic payments to remedy the injustice.
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London Borough of Brent (24 007 246)
Statement Upheld Council tax 21-Mar-2025
Summary: Ms D complained the Council made an incorrect credit to her council tax account. Nearly two years later it started sending her threatening letters, but did not provide an explanation why she owed the money. We uphold the complaint. The Council has made an offer for the distress caused to Ms D which is appropriate. It has also agreed to apologise and to our recommendations about improvements to the service it provides.
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London Borough of Bromley (24 007 666)
Statement Upheld Homelessness 21-Mar-2025
Summary: Mr X complained the Council provided him and his family with temporary accommodation which was unsuitable. We found fault by the Council. This caused Mr X and his family a significant injustice because they were in unsuitable accommodation for 12 months. The Council agreed to apologise to Mr X and his family, make a payment in recognition of the injustice caused and clear the rent arrears it says they owe for the temporary accommodation.
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North Yorkshire Council (24 008 512)
Statement Upheld Special educational needs 21-Mar-2025
Summary: Mrs X complained the Council failed to provide Y with a suitable full-time education when he could not attend school and failed to secure the provision in his Education, Health and Care Plan. We find the Council was at fault for failing to properly consider the education Y received for the academic year 2023/24 and for the way it communicated with Miss X. The Council has agreed to apologise for the uncertainty this caused Mrs X, make a symbolic payment to acknowledge the distress and uncertainty and provide service improvements.
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North East Lincolnshire Council (24 008 520)
Statement Upheld Special educational needs 21-Mar-2025
Summary: Mrs X complained the Council failed to secure provision set out in Mr Y’s Education, Health and Care Plan and failed to ensure the plan was reviewed on time. We find fault with the way the Council secured provision for Mr Y and for delays in reviewing his Education, Health and Care Plan, causing distress and uncertainty. The Council has agreed to apologise to Mrs X and Mr Y, make a payment to recognise the injustice caused and act to prevent recurrence.
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Norfolk County Council (24 008 765)
Statement Upheld Special educational needs 21-Mar-2025
Summary: Mr Y complained on behalf of Miss X that the Council failed to ensure the provision in Miss X’s daughter’s education, health and care plan was in place. Mr Y also said the Council’s complaints response failed to incorporate the evidence Miss X provided. We find the Council did fail to properly consider some of the evidence provided by Miss X. This caused uncertainty to Miss X and her daughter. The Council has agreed to make several recommendations to address this injustice caused by fault.
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City of Bradford Metropolitan District Council (23 004 952)
Statement Upheld Enforcement 21-Mar-2025
Summary: Mrs C complained the Council’s Planning Enforcement Team did not carry out a proper investigation into a large outbuilding in a neighbouring garden. She says it is too large and the Council has not dealt with issue of increased ground levels. The Council’s communications with her have been poor. Mrs C says she feels the structure is unsafe and so a danger to her family. We uphold the complaint, due to delay. The Council has agreed to our recommendations.
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Leicester City Council (23 019 872)
Statement Upheld Allocations 21-Mar-2025
Summary: Mr X complained the Council failed to respond to his review requests about its homelessness and housing allocation priority decisions. We found there was delay in the Council’s responses to Mr X’s requests which caused him distress and uncertainty. The Council agreed to apologise to Mr X and pay him a remedy to recognise the injustice its actions caused Mr X.
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Suffolk County Council (24 001 150)
Statement Upheld Charging 21-Mar-2025
Summary: There was no fault in the way the Council decided not to involve Mr D in care planning for his mother, nor was there fault in the way the Council decided the care plan. There was some fault in its record keeping regarding NHS continuing health care funding but this did not cause an injustice.
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Southend-on-Sea City Council (24 002 812)
Statement Upheld Other 21-Mar-2025
Summary: Ms X, on behalf of Mr Y, complained the Council failed to reimburse monies stolen from his bank account by a carer. Mr Y is elderly and lives on a limited income and so has missed out on enjoying his money. The Council, now aware Ms X is unable to accept the offer of repayment by the care provider, has agreed to repay the amount to Mr Y. I consider this, along with the payment of interest for the time Mr Y has been without the money, amounts to a suitable remedy.