Decision search
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South Africa Lodge (23 015 044c)
Statement Not upheld Mental health services 06-Jan-2025
Summary: Mrs O complained about the care provided to her late husband Mr B in a nursing home. We found no evidence of fault by the nursing home in the actions it took when Mr B’s condition deteriorated and he went into hospital. We did not find fault in how the nursing home responded to the complaint. We found fault by the Council as it did not respond to Mrs O’s complaint. This fault caused Mrs O frustration. The Council has agreed to apologise to Mrs O and make improvements in how it handles complaints.
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Portsmouth City Council (23 016 210)
Statement Upheld Homelessness 06-Jan-2025
Summary: Mr X complained the Council failed to provide appropriate advice and assistance and support with storage costs when he was made homeless. The Council was at fault as it delayed providing interim accommodation and failed to advise Mr X about storage options. This caused Mr X distress and uncertainty and storage costs. The Council has agreed to apologise to Mr X, refund his storage costs and pay him £300 to acknowledge the distress and uncertainty caused by the delay in providing interim accommodation. It has also agreed to issue reminders to staff regarding discussing storage costs with applicant and on providing interim accommodation when it has reason to believe an eligible applicant is homeless and in priority need.
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London Borough of Bromley (23 018 894)
Statement Upheld Homelessness 06-Jan-2025
Summary: Ms X complained about the way the Council dealt with her housing. The Council is at fault for failing to issue its response as a new formal suitability decision with review rights. This caused frustration, distress and uncertainty to Ms X. The Council has agreed to apologise and make a payment to Ms X to recognise the personal injustice caused.
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Royal Borough of Windsor and Maidenhead Council (23 019 988)
Statement Upheld Assessment and care plan 06-Jan-2025
Summary: Mr X complained about the Council’s handling of his father, Mr Y’s, care and support needs. We have found fault because the Council did not explain a delay in completing a reassessment of Mr Y’s needs in 2024. This caused avoidable distress and frustration to Mr X. To remedy the injustice caused by the fault, the Council has agreed to apologise to Mr X.
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Barnsley Metropolitan Borough Council (23 019 997)
Statement Upheld Alternative provision 06-Jan-2025
Summary: Mrs X complains the Council has not dealt with her son’s education and Special Educational Needs (SEN) properly. The Council did not meet statutory timescales, delayed ensuring educational provision was available, provided a late right of appeal and did not handle Mrs X’s complaint properly. Mrs X suffered avoidable distress and time and trouble. The Council should pay Mrs X £1400 for avoidable distress, £100 for time and trouble and provide guidance to staff.
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London Borough of Southwark (23 020 768)
Statement Closed after initial enquiries Allocations 06-Jan-2025
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s housing register application. This is because there is insufficient evidence of fault by the Council to warrant an investigation.
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London Borough of Redbridge (24 004 223)
Statement Upheld Homelessness 06-Jan-2025
Summary: We have found the Council at fault for failing to consider Miss X’s household’s change in circumstances when it made a decision to offer a three bedroom property. This resulted in Miss X refusing the property. The Council has agreed to make a direct offer of a four bedroom property to remedy the injustice.
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Worcestershire County Council (24 005 493)
Statement Closed after initial enquiries Other 06-Jan-2025
Summary: Mr B has complained about a supported living placement funded by the Council and Integrated Care Board. We will not investigate this complaint as it would be unlikely that we would find fault with either organisation.
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NHS Herefordshire & Worcestershire ICB (24 005 493a)
Statement Closed after initial enquiries Mental health services 06-Jan-2025
Summary: Mr B has complained about a supported living placement funded by the Council and Integrated Care Board. We will not investigate this complaint as it would be unlikely that we would find fault with either organisation.
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Statement Closed after initial enquiries Mental health services 06-Jan-2025
Summary: Mr B has complained about a supported living placement funded by the Council and Integrated Care Board. We will not investigate this complaint as it would be unlikely that we would find fault with either organisation.