Decision search
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London Borough of Redbridge (24 009 805)
Statement Upheld Homelessness 04-Jun-2025
Summary: We will not investigate Mr X’s complaint about the Council moving him into unsuitable temporary accommodation because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.
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Herefordshire Council (24 011 377)
Statement Closed after initial enquiries Residential care 04-Jun-2025
Summary: Mr X and Mrs Y complain about poor care provided to their late relative, Mrs Z, in a Council funded Care Home. We will not investigate. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. Further investigation is unlikely to achieve a worthwhile outcome or lead to a different outcome.
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Leicester City Council (24 012 733)
Statement Upheld School transport 04-Jun-2025
Summary: The Council was at fault for its handling of Mrs X’s school transport application and subsequent appeal. It gave Mrs X inaccurate information, and its appeal response lacked the detail required by the statutory guidance. This caused Mrs X significant distress, uncertainty, time and trouble. The Council has agreed to apologise to Mrs X, make a payment to her and consider her application at a stage two appeal panel.
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London Borough of Sutton (24 012 749)
Statement Upheld School transport 04-Jun-2025
Summary: We found fault by the Council on Mr Y’s complaint about the way it dealt with his application for post-16 Travel Assistance and appeals. It failed to properly consider them and give full reasons for its decisions. It also fettered its discretion. This caused distress as Mr Y does not know if the outcome would have been different but for the fault. The agreed action remedies the injustice caused. This included sending an apology, arranging a fresh appeal hearing, and issuing fresh guidance to relevant officers.
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Birmingham City Council (24 012 868)
Statement Upheld Special educational needs 04-Jun-2025
Summary: Mrs X complains the Council did not deal with her son’s education properly and he missed special educational needs provision. The Council is at fault because it delayed issuing his Education Health and Care Plan, didn’t complete an annual review in time, delayed making some provision and delayed its complaint response. Mrs X suffered avoidable distress and some of her son’s special education needs provision was delayed. The Council should apologise, pay Mrs X £100 for distress and £500 in respect of delayed provision.
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West Sussex County Council (24 012 905)
Statement Upheld Special educational needs 04-Jun-2025
Summary: We found fault on Mrs Y’s complaint against the Council through a service failure. It failed to issue the final Education, Health and Care plan for her daughter, Z, within statutory timescales. The Council issued it 40 weeks late. The delay caused Mrs Y avoidable injustice as she suffered uncertainty and frustration. The agreed action remedies the injustice caused.
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Lutterworth Country House Care Home Limited (24 012 919)
Statement Not upheld Residential care 04-Jun-2025
Summary: Mrs X complained there were failings in the way staff at the care home dealt with her mother-in-law, Mrs Y, on the day of her death causing uncertainty about the care Mrs Y received and they were unable to be with Mrs Y when she passed away. We found no evidence of fault in the actions of the care home and have completed our investigation.
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Birmingham City Council (24 014 835)
Statement Upheld Allocations 04-Jun-2025
Summary: Miss B complained about the Council’s decision to close her housing application. The Council failed to provide clear information about the documents she needed to provide. This led to the closure of her housing application. The Council then failed to specify which documents she had not provided which caused avoidable frustration for Miss B and delayed her ability to join the housing register. The Council has agreed to assesses Miss B’s application and if she qualifies to join the register, backdate her award date. The Council will also apologise, makes a symbolic payment to Miss B and makes service improvements.
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Birmingham City Council (24 015 451)
Statement Upheld Refuse and recycling 04-Jun-2025
Summary: Mr X complained the Council failed to provide a large household waste bin within its published timescales. Although the Council’s website said the bin would be delivered within 10 days, almost six months later, he had still not received it. We found the delay in providing a larger household waste bin was fault. This fault means Mr X has had to dispose of excess waste himself. The Council will apologise and make a payment to Mr X.
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Kent County Council (24 015 636)
Statement Upheld Special educational needs 04-Jun-2025
Summary: Mrs B complained that the Council, in respect of her child C, failed to provide a suitable full-time education or meet their special educational needs since September 2022. She also complained it failed to carry out annual reviews during this period and delayed excessively in dealing with her complaints about the matter. Based We have found fault in the actions of the Council which caused C to miss out on essential education and Mrs B distress and frustration. We welcome the Council’s recognition of fault and offer of a symbolic payment. The Council has agreed to make a higher payment.