Decision search
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East Suffolk Council (25 002 048)
Statement Closed after initial enquiries Parking and other penalties 22-May-2025
Summary: We will not investigate this complaint about a parking penalty charge notice as there is insufficient evidence of fault causing an injustice to Mr X.
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Leeds City Council (24 007 592)
Statement Upheld Special educational needs 21-May-2025
Summary: Miss X complained that the Council had failed to secure suitable education for her son (Y) and had failed when reviewing his Education Health and Care Plan. She also complained about the lack of adequate training for the Council’s staff. We found fault with the Council’s delay to address Miss X’s concerns about the delivery of certain special educational provision by Y’s school and its delay to issue Y’s amended Education Health and Care Plan. We also found fault with the Council’s delay when considering Miss X’s complaint. The Council’s fault caused injustice to Miss X. We recommend the Council apologise and make payments to Miss X to recognise her distress and time and trouble taken to complain.
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Derbyshire County Council (24 007 659)
Statement Upheld Special educational needs 21-May-2025
Summary: Mr X complained the Council delayed finalising his child’s amended Education, Health and Care (EHC) Plan and provided no support when his child could not attend school. This caused distress and meant the family had to fund therapy for their child. The Council was at fault over its communication and delays. The Council was not at fault over the alternative provision it put in place. The Council agreed to apologise and provide a symbolic financial remedy for the distress and uncertainty caused.
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North West Leicestershire District Council (24 008 862)
Statement Upheld Council tax 21-May-2025
Summary: Miss X complained about how the Council handled her council tax account. The Council was at fault in how it considered its debt recovery process and communicated with Miss X about her complaint. This caused Miss X avoidable distress, time, and trouble. The Council agreed to apologise and pay a financial remedy. It will also decide what changes are needed to its processes, or staff training, to ensure it does not miss council tax queries in future.
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Leicester City Council (24 009 602)
Statement Upheld Homelessness 21-May-2025
Summary: Miss X complains the Council has not properly dealt with her homelessness resulting in her living in unsuitable housing. The Council delayed issuing its main housing duty decision. Miss X had the wrong dates recorded on the housing register for her housing priority. The Council should apologise and pay Miss X £200 for avoidable distress and uncertainty.
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London Borough of Lambeth (24 011 190)
Statement Upheld Homelessness 21-May-2025
Summary: Mr X complains the Council did not deal properly with nhis homelessness application, causing delay. The Council did not properly process his homelessness application in 2023, delayed dealing with his application in 2024 and delayed its complaint responses. Mr X suffered avoidable delay and distress, in addition to lost appeal rights in 2023. The Council should apologise, pay Mr X £500 for avoidable distress, pay Mr X £1,300 in respect of delays to dealing with his homelessness application and provide guidance to staff.
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Buckinghamshire Council (24 011 211)
Statement Upheld Special educational needs 21-May-2025
Summary: Miss X complained that the Council did not deal with her request for an Education Health and Care Plan (EHC Plan) within statutory timescales and her daughter, Y, did not receive a suitable education while out of school. We found there was delay in assessing Y and issuing an EHC Plan. We also found the Council did not have sufficient regard to its duty to ensure Y received a suitable education. We recommended an apology, a payment to recognise distress and a symbolic payment to recognise education that Y missed as a result of the fault we found.
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Derbyshire County Council (24 011 398)
Statement Upheld Assessment and care plan 21-May-2025
Summary: Mr X complains the Council failed to offer his mother a choice of care homes within her personal budget. This resulted in the family paying top-up payments for care when this should not have been required. We found there was a failure to provide an appropriate choice of care placements. As a result, we recommended an apology and that the Council refunded all the top up payments made for his mother’s care. We also recommended the Council should brief staff to ensure they understand the relevant regulations. We did not find there was direct injustice to Mr X’s father.
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Suffolk County Council (24 011 718)
Statement Upheld Fostering 21-May-2025
Summary: Mr and Mrs X complained the Council failed to consider their human rights and the fostering services national minimum standards during the Local Authority Designated Officer process. They also say the Council did not give them an opportunity to respond to the allegations against them until it concluded the process. We find the Council was at fault for failing to follow its guidance and tell Mr and Mrs X about the allegations before it concluded the process. This caused Mr and Mrs X distress, upset and uncertainty. The Council has agreed to our recommendations to apologise to Mr and Mrs X, make a payment to them and implement service improvements.
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London Borough of Croydon (24 012 078)
Statement Upheld Refuse and recycling 21-May-2025
Summary: Mrs X complained the Council provided an inadequate refuse service for her clinical waste. The Council was at fault for poor record keeping, failing to investigate Mrs X’s concerns appropriately and for providing inaccurate information about changes to its service. This caused Mrs X avoidable frustration and uncertainty for which the Council will apologise and pay £150. It will also update the information available to residents on what waste can go in general waste bins.