Decision search
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London Borough of Hounslow (23 011 995)
Statement Upheld Assessment and care plan 30-Sep-2024
Summary: The Council was at fault for delaying a review of Mrs B’s support. It has agreed to apologise to her daughter to recognise her injustice.
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Hertfordshire County Council (23 013 721)
Statement Upheld Disabled children 30-Sep-2024
Summary: We uphold complaints Miss Q has made about the service she received from a Care Provider (Abbots Care) which the Council contracted to provide care to her disabled child. We also find the Council failed to provide enough support to Miss Q after the Care Provider withdrew its service. These actions caused distress. The Council has accepted these findings. At the end of this statement, we set out action it will take to remedy this injustice to Miss Q as well as improving its service to avoid a repeat.
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Birmingham City Council (23 017 305)
Statement Upheld Refuse and recycling 30-Sep-2024
Summary: Mr X complained the Council has repeatedly failed to collect his recycling for over a year and has failed to carry out an effective and transparent investigation into the reason for the missed collections. The Council’s failure to properly investigate the cause of Mr X’s missed recycling collections is fault. This fault caused Mr X an injustice.
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Manchester City Council (23 019 512)
Statement Upheld Charging 30-Sep-2024
Summary: Mr X’s representative complained the Council wrongly charged him for a contribution to his residential care fees when he was entitled to free mental health aftercare. His representative also complained about how the Council calculated an interest refund payment on the amount Mr X paid. The Council has accepted fault. It has agreed to make Mr X a suitable interest refund payment and to make him and his mother a payment in recognition of the distress caused to them.
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Statement Upheld Alternative provision 30-Sep-2024
Summary: The Council was at fault because it did not issue an amended EHC Plan for Y within statutory timescales. This caused avoidable frustration, distress, uncertainty and a delay in appeal rights. The Council did not secure educational provision in Y’s Education, Health and Care Plan for half a term. This caused Y a loss of educational provision to which he had a legal entitlement. The Council will apologise, make payments of £150 to Ms X and £1000 to Y and issue Y’s amended Education Health and Care Plan without further delay.
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Royal Borough of Kensington & Chelsea (23 019 616)
Statement Upheld Special educational needs 30-Sep-2024
Summary: There was fault by the Council in failing to review and amend an Education, Health and Care (EHC) Plan in time for a transition between post-16 placements, so Mr Y had no setting to attend for the 2023/24 academic year. As a result, Mr Y missed out on education in his EHC Plan, and the family was caused unnecessary distress. The Council will apologise, reimburse the family, make a symbolic payment and service improvements. The complaint is upheld.
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South Derbyshire District Council (23 019 648)
Statement Upheld Disabled facilities grants 30-Sep-2024
Summary: Ms X complained about delays and poor-quality workmanship of a wet room she had installed under a Disabled Facilities Grant. The Council was at fault. Its contractor took too long installing the wet room and poor quality of works has led to ongoing problems and snags. The Council agreed to make a payment to Ms X to acknowledge the distress and inconvenience caused. It has also agreed to commission an independent survey of the wet room to identify and resolve any ongoing issues caused by the initial contractor’s works.
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London Borough of Ealing (23 019 673)
Statement Closed after initial enquiries Homelessness 30-Sep-2024
Summary: We will not investigate this complaint about the Council’s assessment of a homelessness application. There is insufficient evidence of fault which would warrant an investigation.
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London Borough of Haringey (23 019 801)
Statement Upheld Private housing 30-Sep-2024
Summary: Mx X complains the Council failed to take appropriate action about housing repairs they reported and an officer acted inappropriately at an inspection visit. We found the Council’s decision about what action to take was one it was entitled to. We did not investigate the conduct of the meeting concerned, but we found some delay in following up repairs which could have prevented an earlier resolution to the key issues. We recommended an apology and a modest payment as a result.
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London Borough of Redbridge (23 020 220)
Statement Upheld Homelessness 30-Sep-2024
Summary: There was fault by the Council. There were delays in arranging repairs to ensure that Temporary Accommodation was suitable. Apologising, making a symbolic payment and ensuring that any outstanding repairs are carried out remedies the injustice caused.