Decision search
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London Borough of Haringey (24 005 190)
Statement Upheld Allocations 09-Jun-2025
Summary: Ms X complained the Council delayed in considering her housing allocation band after she provided new evidence. The Council took too long to consider this, but there was no fault which calls into question the banding outcome. The Council already apologised to Ms X for delays, which is sufficient to remedy the injustice caused.
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Promedica24 (Lancashire) Limited (24 006 336)
Statement Not upheld Domiciliary care 09-Jun-2025
Summary: Mr A complained that the care provider failed to keep his mother Mrs X safe in her home. In particular he complains that the live-in carer was unaware Mrs X had left the house alone in the night, or had put liquid soap in her own food. The evidence shows the care provider took appropriate action to address the incidents but the family chose to terminate the contract.
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London Borough of Barnet (24 007 489)
Statement Upheld Special educational needs 09-Jun-2025
Summary: Mr X complained the Council did not fully deliver provision set out in his son’s Education, Health and Care Plan, or carry out its annual review on time. We found fault because his son did not receive all of the provision linked to his plan in the 12 months after it was first issued and the annual review did not take place in a timely manner. This caused Mr X avoidable distress, frustration and uncertainty. It also meant his son did not access the services he should have done. To remedy the injustice caused, the Council has agreed to apologise to Mr X, makes a payment to him, organise catch up sessions for his son and complete the annual review of his plan.
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London Borough of Lewisham (24 009 457)
Statement Upheld Homelessness 09-Jun-2025
Summary: The Council was at fault for delays and poor communication regarding repair issues Ms X raised regarding her temporary accommodation. The Council has agreed to apologise and make a payment to Ms X to acknowledge the additional frustration and distress caused, beyond that already remedied through its complaint responses. It has also agreed to review its procedures for responding to repeated issues of disrepair in temporary accommodation and for communicating effectively with tenants about the issues.
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Statement Upheld Alternative provision 09-Jun-2025
Summary: Ms X complained the Council failed to arrange suitable alternative provision and all the special educational needs provision in her child, Y’s, Education, Health and Care Plan. Ms X said this distressed her, caused her financial difficulty and Y missed education and provision. There was fault in the way the Council did not ensure Y received education and plan provision. Y missed education and plan provision for one academic term. The Council has agreed to apologise, make a financial payment and issue guidance to its staff.
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Suffolk County Council (24 010 672)
Statement Upheld Special educational needs 09-Jun-2025
Summary: The Council failed to arrange the transitional support that Ms X’s child, G, needed when they started school. The Council also failed to communicate with Ms X properly, delayed consulting alternative schools and delayed issuing G’s Education Health and Care Plan. The Council’s faults caused G to miss out on a term of transitional support and caused Ms X and G frustration and uncertainty. To recognise the injustice caused, the Council has agreed to apologise, pay Ms X £800 and take action to improve its services.
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Worcestershire County Council (24 010 933)
Statement Closed after initial enquiries Residential care 09-Jun-2025
Summary: We will not investigate Miss X’s complaint about the care her late father Mr Y received from a Council-commissioned care home. The main injustice would be to Mr Y, who has died so we cannot provide them with any remedy. While it is upsetting for Miss X, there is not remaining significant injustice to justify us investigating.
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Warwickshire County Council (24 011 420)
Statement Upheld Special educational needs 09-Jun-2025
Summary: Miss X complains about the annual review of her child’s Education, Health and Care Plan. There was fault. The Council delayed finalising the Plan after the annual review and there were delays in the Council’s complaints process. It is unlikely that Y would have changed schools earlier if the fault had not occurred but the delays led to distress and uncertainty for Miss X. The Council apologised and revised procedures before the complaint was considered by the Ombudsman, but a payment in addition to this remedies the injustice.
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London Borough of Hackney (24 011 614)
Statement Closed after initial enquiries Council tax 09-Jun-2025
Summary: We will not investigate this complaint about council tax exemption. That is because it is a late complaint.
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Bracknell Forest Council (24 012 529)
Statement Not upheld Private housing 09-Jun-2025
Summary: Mr X complained the Council failed to take appropriate steps to ensure his landlord complied with an improvement notice regarding his heat pump system in his private rented home. The Council was not at fault for revoking the improvement notice after the landlord replaced the heat pump. Subsequent inspections did not identify any hazards which would justify a further notice. The ongoing issues are now a matter between Mr X and his landlord.