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Birmingham City Council (23 016 021)
Statement Upheld School transport 05-May-2025
Summary: Mrs X complained the Council failed to arrange school transport for her son, Y. Mrs X says this has caused her frustration and she has had to arrange her own transport for Y. I have found fault in the Councils actions. We recommend the Council issues Mrs X with an apology, pays her a financial payment and completes service improvements.
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Lancashire County Council (24 003 024)
Statement Closed after initial enquiries Highway repair and maintenance 05-May-2025
Summary: We will not investigate this complaint about highway maintenance because any injustice is not significant enough to justify our involvement.
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Lancashire County Council (24 003 212)
Statement Upheld Special educational needs 05-May-2025
Summary: Miss X complained the Council delayed issuing her child Y’s Education, Health and Care (EHC) Plan within the statutory timescales. The Council was at fault for delay in finalising Y’s EHC Plan. The Council has already apologised for the delay. The Council will also make a symbolic payment to Miss X for the frustration, uncertainty and distress the delays caused. The Council has already put in place an action plan to improve its service.
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London Borough of Croydon (24 005 585)
Statement Upheld Homelessness 05-May-2025
Summary: Miss B complained that the Council mishandled her homelessness application. We have found the Council at fault for delays in processing Miss B’s application and providing inconsistent information. These faults caused Miss B uncertainty, distress and frustration. The Council has agreed to apologise to Miss B, make a symbolic payment and complete service improvements to remedy the injustice caused.
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London Borough of Lambeth (24 006 914)
Statement Upheld Homelessness 05-May-2025
Summary: The Council was at fault for failing to provide Ms X with accurate advice and information about her housing options when she had to leave her home because of a risk of violence. The Council also failed to issue a homelessness decision giving Ms X a right of review and took too long to deal with her complaints. Ms X experienced significant and avoidable distress and uncertainty as a result. To remedy this injustice, the Council has agreed to apologise, make a payment and act to improve its services.
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Birmingham City Council (24 012 812)
Statement Upheld Allocations 05-May-2025
Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents, requested unnecessary evidence and then wrongly decided her application was incomplete, despite her submitting all the required evidence. This led to the closure of her applications which caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Mrs B, make a symbolic payment to her, and carry out service improvements.
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Bath and North East Somerset Council (24 013 167)
Statement Closed after initial enquiries Planning applications 05-May-2025
Summary: We will not investigate this complaint about the Council’s decision to grant planning permission for development to a property in a village where the complainant lives. This is because there is insufficient personal injustice caused to the complainant to warrant our involvement.
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Bury Metropolitan Borough Council (24 013 699)
Statement Not upheld Noise 05-May-2025
Summary: Ms X complained about the Councils handling of her complaints about noise and dog mess from a neighbouring property. Ms X says the matter caused her distress and affected her health. We have not found any fault in the Council’s actions.
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Statement Closed after initial enquiries Safeguarding 05-May-2025
Summary: We will not investigate Ms X’s complaint about the care and support provided to her daughter, Miss Y, by Cornwall Council and Cornwall Partnership NHS Foundation Trust. This is because the courts are currently considering these matters. Ms X can return to us at the conclusion of the legal process if she remains dissatisfied and we will consider whether there is any further action for us to take.
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Cornwall Partnership NHS Foundation Trust (24 016 160a)
Statement Closed after initial enquiries Community hospital services 05-May-2025
Summary: We will not investigate Ms X’s complaint about the care and support provided to her daughter, Miss Y, by Cornwall Council and Cornwall Partnership NHS Foundation Trust. This is because the courts are currently considering these matters. Ms X can return to us at the conclusion of the legal process if she remains dissatisfied and we will consider whether there is any further action for us to take.