Decision search
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Statement Upheld Direct payments 10-Sep-2025
Summary: Mrs Y complained the Council delayed in providing the care and support her terminally ill husband needed. She also says the Council failed to ensure he had uninterrupted access to bathroom facilities following a mistake with the installation of a Council funded stairlift. We find there was delay by the Council in assessing Mr Y. We also find that errors with the stairlift installation caused avoidable distress. The Council has agreed to apologise and make a symbolic payment of £500 for the distress caused.
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London Borough of Islington (24 015 594)
Statement Upheld Allocations 10-Sep-2025
Summary: Miss Y complained the Council failed to carry out action it agreed to take following our final decision of 9 January 2024 on her previous complaint to us. We have found fault, causing injustice, by the Council in failing to move Miss Y to suitable alternative accommodation as it agreed to do in January 2024. The Council has agreed to remedy this injustice by apologising to Miss Y and making a payment to recognise the impact of her continued stay in unsuitable accommodation.
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London Borough of Redbridge (24 019 040)
Statement Closed after initial enquiries Council tax 10-Sep-2025
Summary: We will not investigate this complaint about the Council’s decision to charge Mr X a summons fee and its failure to respond to Mr X’s letters. This is because an investigation is unlikely to lead to a finding of significant injustice.
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St Albans City Council (24 019 309)
Statement Upheld Other 10-Sep-2025
Summary: Mr B complained that the Council had not followed its own policy when it banned him from trading at one of its markets. We found the Council did not follow its policy on giving warnings, but this did not cause Mr B injustice as he had been allowed to continue trading for a considerable period of time despite repeatedly missing the food hygiene standards. The Council has agreed to improve its procedure for the future.
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Basildon Borough Council (24 020 244)
Statement Not upheld Homelessness 10-Sep-2025
Summary: We have not investigated Mr Z’s complaint about the suitability of the temporary accommodation the Council arranged for Miss X when her family became homeless. That is because Miss X had a right to ask the Council to review its decision that the accommodation was suitable, and it was reasonable for her to have used that right. The Council was not at fault in how it dealt with Mr Z’s complaint about the accommodation.
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London Borough of Havering (24 020 699)
Statement Not upheld Child protection 10-Sep-2025
Summary: Ms X complained about the Council’s children’s social care service. We have discontinued our investigation, because there is no worthwhile outcome we can achieve until Ms X receives the Council’s final response to her complaint.
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Wokingham Borough Council (24 020 909)
Statement Upheld Charging 10-Sep-2025
Summary: Ms A complained about the care provided to her father, and the related costs, which she said were unnecessary. Based on current evidence we consider the Council is at fault for its communication with Ms A. I have recommended it apologise to Ms A. I did not find fault in relation to the care costs complained of.
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Devon County Council (24 022 865)
Statement Closed after initial enquiries Special educational needs 10-Sep-2025
Summary: Mrs X complained that the Council has failed to provide an appropriate level of service and failed to abide by statutory timescales in respect of her daughter’s special educational needs. We will not investigate Mrs X’s late complaint about delays in the Education Health and Care Plan needs assessment. Nor will we investigate Mrs X’s complaint about the content of her child’s Education, Health and Care Plan. This is because Mrs X appealed to the Special Educational Needs and Disability (SEND) Tribunal.
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Luton Borough Council (25 004 029)
Statement Closed after initial enquiries Parking and other penalties 10-Sep-2025
Summary: We will not investigate this complaint about customer service relating to a parking penalty because there is not enough evidence of fault to justify investigating. It is also not a good use of public resources to investigate how the Council dealt with Mr Y’s complaint.
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Burnley Borough Council (25 004 045)
Statement Closed after initial enquiries Council tax 10-Sep-2025
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her council tax arrears. The Council has upheld her complaint and acted to remedy the injustice caused. It is unlikely an investigation would lead to a different outcome.