Decision search
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London Borough of Havering (24 022 507)
Statement Upheld Child protection 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.
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London Borough of Havering (24 022 508)
Statement Upheld Homelessness 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.
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Statement Closed after initial enquiries Other 17-Sep-2025
Summary: We will not investigate Mr X’s complaint about the Council sending him a bill for business rates for properties he does not own. This is because it is not warranted by the alleged misjustice.
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Statement Closed after initial enquiries Other 17-Sep-2025
Summary: We will not investigate this complaint about a data breach. The Information Commissioner’s Office is the appropriate body to consider Miss Y’s complaint
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Leicestershire County Council (25 011 951)
Statement Upheld Special educational needs 17-Sep-2025
Summary: Mrs Y complained about the way the Council dealt with her child, X’s special educational needs and educational provision following a move to its area. We have found fault causing injustice by the Council in failing to: place X temporarily at another school; secure their special educational needs provision; and make suitable alternative provision following the transfer of their Education, Health and Care Plan. The Council has agreed to remedy this by: apologising to Mrs Y and X; and making payments to reflect the distress caused and the impact of the missed education on X.
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Worcester City Council (25 012 169)
Statement Closed after initial enquiries Council tax 17-Sep-2025
Summary: We will not investigate this complaint about council tax banding. This is because we cannot investigate the decision made by the Valuation Office Agency.
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Plymouth City Council (23 013 813)
Statement Upheld Assessment and care plan 16-Sep-2025
Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.
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Livewell Southwest (23 013 813a)
Statement Upheld Autism 16-Sep-2025
Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.
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London Borough of Enfield (24 009 582)
Statement Upheld Charging 16-Sep-2025
Summary: Mr X complained about Mr Y’s care charges. Mr X said Mr Y was caused distress by a large, unexpected bill. We find the Council at fault for not recording its decision making or acting on Mr X’s request for the care hours to be reduced. The Council has agreed to apologise and waive the charges.
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Haven Care Solutions Limited (24 012 911)
Statement Not upheld Domiciliary care 16-Sep-2025
Summary: Ms A complains the care provider failed to act promptly when her mother Mrs X fell in the bath. We do not find fault with the actions of the care provider. This was an unwitnessed fall and the safeguarding alert was not pursued by the Council.