Decision search
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Cheshire East Council (24 017 993)
Statement Upheld Direct payments 04-Sep-2025
Summary: Mrs X complained the Council produced backdated billing for her sister’s care charges because it states she overpaid her carers. Mrs X also complained the Council started to charge client contributions towards her sister’s care. And, Mrs X complained about the handling of her complaint. We found fault with the Council applying top-up fees for Mrs X’s sisters care. We also found fault with the Council delaying in billing Mrs X’s sister for her client contributions. During our investigation, the Council accepted fault for charging top-up fees and agreed to remove these. The Council has also advised it is only backdating charges to 2021 rather than 2017 for the client contributions. I consider the Council’s actions suitably address the injustice caused through its fault. The Council has also agreed to apologise to Mrs X for the distress its actions caused and confirm in writing the remaining balance owed.
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Portsmouth City Council (24 007 732)
Statement Upheld Special educational needs 04-Sep-2025
Summary: The Council was not at fault for its handling of Miss X’s request that her son receive alternative educational provision. It followed the correct process in considering the request, so we cannot question its decision. However, the Council was at fault for a delay in deciding Miss X’s son’s special educational needs support, and then for a further delay in delivering that support. This likely caused him an injustice, and caused Miss X distress in her own right, which the Council will now take steps to address.
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Suffolk County Council (24 011 165)
Statement Upheld Special educational needs 04-Sep-2025
Summary: Ms X complained that the Council failed to provide Speech and Language provision as outlined in her child’s education, health and care (EHC) Plan. The Council is at fault for failing to provide the provision and it failed to meet statutory timeframes in issuing a final EHC Plan following an annual review. This has caused a loss of provision and avoidable distress. The Council has offered a suitable remedy for the loss of provision and it has agreed to remedy the avoidable distress caused by the delay in finalising the EHC Plan. The Council has also agreed to make service improvements.
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Statement Upheld Assessment and care plan 04-Sep-2025
Summary: Mr Y complains about the Council’s actions in relation to the care and support of his late mother, Mrs W. There was some delay in the Council’s assessment and support planning of Mrs W which caused Mr Y some distress. The Council will apologise and make a symbolic payment of £200 in recognition of the injustice caused by the fault. We do not find fault in other parts of Mr Y’s complaint.
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Birmingham City Council (24 014 669)
Statement Upheld Council tax 04-Sep-2025
Summary: Mr C complained that the Council unreasonably tried to recover a council tax debt from him, 14 years after the debt arose and without any prior notification. We have not found fault with the decision to recover the debt, but we have found fault with the lack of information provided to Mr C about the debt before it sent a summons and when he disputed it. This resulted in two summons being sent without explanation for the debt, which caused Mr C distress. The Council also delayed in responding to Mr C’s stage one complaint. The Council has agreed to apologise to Mr C, pay him £250 and improve its procedures for the future.
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West Berkshire Council (24 014 783)
Statement Upheld Direct payments 04-Sep-2025
Summary: Ms K was managing a direct payment for her daughter. She complains the Council failed to ensure her parents, who were carers for her daughter, received redundancy pay. We have upheld the complaint as the Council did not properly keep the direct payments under review. The Council has now agreed to make the redundancy payments, which in our view is a suitable remedy.
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London Borough of Barnet (24 014 907)
Statement Not upheld Homelessness 04-Sep-2025
Summary: Mr B complained about the way the Council had handled his housing case, including failing to offer him suitable long-term accommodation, properly consider the medical needs of the household, Mr B’s caring responsibilities or serious health risks facing the family and failed to properly consider his complaint about these matters. We cannot investigate matters relating to Mr B’s appeal to the County Court and we have not found fault with the remaining issues.
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Birmingham City Council (24 015 498)
Statement Upheld Alternative provision 04-Sep-2025
Summary: The Council was at fault for delay referring Ms X’s child for tuition after they were excluded from school, delay assessing the effectiveness of its home tuition trial, and delay exploring other options to engage the child in education. The Council also responded to Ms X’s complaint late. These faults caused Ms X uncertainty and frustration. The Council will make a payment to Ms X.
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London Borough of Hammersmith & Fulham (24 019 789)
Statement Not upheld Refuse and recycling 04-Sep-2025
Summary: Miss N complains about having received a fixed penalty notice for placing her rubbish out too early. We have ended our investigation as the Council has voided the notice.
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Cannock Chase District Council (24 020 188)
Statement Upheld Other 04-Sep-2025
Summary: X complained about the Council’s decision relating to development on land next to a woodland protected by a Tree Preservation Order. We found fault in the way the Council made its decision. The Council will apologise for the injustice caused to X and for it to review its practices and procedures to avoid the same fault happening again.