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Bristol City Council (24 012 672)
Statement Upheld Charging 27-May-2025
Summary: The Council was at fault as it did not respond to Mr X’s official complaint and has not properly assessed some of the Disability Related Expenses incurred by his mother when calculating her contribution to care costs. Reassessing the Disability Related Expenses and making a payment for the distress caused by the delay in the complaints process remedies the injustice.
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London Borough of Harrow (24 012 701)
Statement Upheld Homelessness 27-May-2025
Summary: Mr D complained about the Council not carrying out repairs to his temporary accommodation and about its decision to not award him an additional bed space for a carer. I have found fault by the Council because it has delayed carrying out repairs. The Council has agreed to assess what repairs are outstanding, schedule the works and pay Mr D redress for the delay.
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Derbyshire County Council (24 014 493)
Statement Upheld Special educational needs 27-May-2025
Summary: Mr and Mrs X complained the Council failed to provide an adequate remedy for their complaint about its failure to ensure their child Y was receiving social care provision in her Education Health and Care Plan. They also complained about the way the Council dealt with their complaint. We found fault causing avoidable distress, frustration, time and trouble and a loss of social care support to which Y was entitled. The Council has agreed to our recommendations to remedy the injustice and will provide the following: an apology, payments and evidence the Council has implemented changes to its services to minimise the risk of recurrence.
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Essex County Council (24 014 730)
Statement Upheld School transport 27-May-2025
Summary: Miss X complained about school transport provided to her daughter (Y) and the Council’s complaint handling. We found fault in the way the taxi company provided school transport for Y on behalf of the Council. We also found fault in the way the Council responded to Miss X’s complaints. The Council has agreed to apologise, make payments to recognise Miss X’s distress and extra time and trouble spent complaining and discuss the issues raised in Miss X’s complaint with the taxi company. It has also agreed to provide details of the measures taken to ensure improvements in the school transport service provided by the taxi company and to review its complaint handling.
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Mole Valley District Council (24 015 178)
Statement Upheld Enforcement 27-May-2025
Summary: Mrs X complained about the Council’s failure to take prompt enforcement action against her neighbours’ breach of planning permission. We found the Council to be at fault because it allowed the case to drift and so took too long to act. This caused Mrs X avoidable frustration, time and trouble. To remedy this injustice, the Council has agreed to apologise to Mrs X, made a symbolic payment and improve its customer service.
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Coxbench Hall Limited (24 015 264)
Statement Not upheld Charging 27-May-2025
Summary: Mrs X complained about the Care Home’s handling of her husband’s (Mr X) notice period which she says it incorrectly charged him for. The Care Home charged Mr X for his notice period in line with his contract and without fault.
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London Borough of Camden (24 015 570)
Statement Upheld Homelessness 27-May-2025
Summary: Miss X complained about how the Council dealt with the disrepair issues at her temporary accommodation. The Council was at fault for its failure to properly deal with and resolve the disrepair issues Miss X reported to it. The Council’s faults caused Miss X distress, worry, inconvenience, frustration and she and her child continued to live in accommodation with recurring disrepair for a significant period. The Council will take action to remedy the injustice caused.
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Kent County Council (24 016 061)
Statement Upheld Charging 27-May-2025
Summary: Mrs X complained that the Council took too long to make funding arrangements to support her mother’s place in a care home. We found the Council to at fault because it took over a year to resolve. This caused Mrs X significant distress and frustration. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment to Mrs X. It will also take action to improve its service.
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Salford City Council (23 015 691)
Statement Upheld Disabled children 27-May-2025
Summary: Ms X complained the Council failed to properly carry out a child in need assessment in 2021 and wrongly declined to carry out assessments in 2022. She complained this led to a long delay in properly assessing their needs as a family and a delay in providing respite support. She also complained there was a delay in providing Direct Payments once support was agreed. A statutory investigation upheld the complaint and achieved a proper assessment for Ms X. We found there was fault by the Council and that there was outstanding injustice that warranted a remedy. We recommended an apology and a payment to recognise the distress and difficult circumstances Ms X was left in while support was not being provided.
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Statement Upheld Disabled facilities grants 27-May-2025
Summary: Mrs B complains about the Council’s actions after agreeing to build an extension to meet the needs of her son who has disabilities. We have found fault as there were delays, poor communication and the Council refused to carry out minor adaptations to meet her son’s needs while the family waited for the works to be completed. This meant that Mrs B’s son lived in a house that did not fully meet his needs and this also affected the family. The Council has agreed to apologise, pay a financial remedy, provide an updated care plan, organise a meeting between relevant departments and carry out a service improvement.