Decision search
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Bristol City Council (23 019 713)
Statement Closed after initial enquiries Other 13-Nov-2024
Summary: We will not investigate this complaint about a delay by the Council investigating a noise complaint and taking action to address this. This is because the Council is proactively investigating whether the noise amounts to a nuisance. Though the Council accepts there was an initial delay in responding to the complainant’s noise complaint, there is insufficient evidence he has suffered a significant injustice to warrant investigation.
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Transport for London (23 020 801)
Statement Upheld Licensing 13-Nov-2024
Summary: Mr X complained Transport for London (TfL) failed to renew his private hire drivers’ licence and delayed responding to his complaint. This has caused him distress, time and trouble. TfL correctly applied its policy and is not at fault for failing to renew Mr X’s licence. It is at fault for delay in responding to his complaint.
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London Borough of Redbridge (23 021 395)
Statement Closed after initial enquiries Allocations 13-Nov-2024
Summary: We will not investigate Mr X’s complaint about the Council’s delay in deciding his housing register application. This is because the injustice caused was not significant enough to justify our involvement.
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Plymouth City Council (24 001 120)
Statement Upheld Highway repair and maintenance 13-Nov-2024
Summary: We upheld Miss Y’s complaint about the Council’s response to a series of reports of defective highway drainage outside her home. We found the Council at fault for a combination of poor record keeping, poor communication and delay. This caused Miss Y an injustice, as avoidable distress. The Council has accepted these findings and at the end of this statement we explain how it will now remedy the injustice caused to Miss Y and improve its service.
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London Borough of Croydon (23 001 396)
Statement Upheld Assessment and care plan 13-Nov-2024
Summary: Ms X complains the Council failed to assess her needs properly and took over a year to send the assessment to her. The Council accepts it took too long to send Ms X her assessment. It needs to apologise, make a symbolic payment and reassess her needs, taking account of her requests for adjustments when doing the assessment.
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Cheshire East Council (24 001 618)
Statement Upheld Special educational needs 13-Nov-2024
Summary: Mrs X complained the Council delayed putting Occupational Therapy provision in place as outlined in her daughter’s (Y) Education, Health and Care (EHC) Plan following a SEND tribunal order. The Council is at fault for delaying providing some of the Occupational Therapy provision Y requires. This caused Mrs X distress, frustration and uncertainty and impacted Y’s development. The Council should make a payment to recognise this.
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Statement Upheld Other 13-Nov-2024
Summary: Miss B says the Council wrongly took recovery action for business rates arrears when it had written to her at the wrong address, that it failed to respond to her communications, failed to follow the complaints procedure and delayed repaying money it owed her. There is no fault in how the Council pursued recovery action or in how it dealt with the complaint. The Council failed to respond to one email and delayed repaying some money. An apology, alongside the action the Council has already taken, is satisfactory remedy.
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London Borough of Richmond upon Thames (24 002 876)
Statement Not upheld Housing benefit and council tax benefit 13-Nov-2024
Summary: Ms B complained about the Council’s actions in respect of recovery of an overpayment of housing benefit from 2016. We have not found fault with the Council.
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London Borough of Barking & Dagenham (24 003 197)
Statement Upheld Transport 13-Nov-2024
Summary: Ms X complains the Council delayed arranging transport for her father, Mr Y, to attend a day centre. She says this prevented him from having cultural, social and cognitive stimulation. We find the Council at fault which caused Mr Y and Ms X injustice. The Council has agreed to make a payment and apologise to Mr Y and Ms X and take service improvement action.
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Statement Upheld School admissions 13-Nov-2024
Summary: Mr X complained how the appeal panel dealt with his appeal for a place for his son at the School. We have found fault because details of the panel’s discussions and decision have not been recorded in sufficient depth. To remedy the injustice caused, the Council has agreed to apologise and arrange a fresh appeal.