Decision search
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Newcastle upon Tyne City Council (25 002 377)
Statement Closed after initial enquiries Homelessness 19-Aug-2025
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s homelessness and his complaint. We cannot achieve the outcome Mr X seeks.
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London Borough of Newham (24 013 978)
Statement Upheld Refuse and recycling 19-Aug-2025
Summary: Miss X complained the Council failed to provide an adequate recycling refuse collection, served her with a fixed penalty notice for fly tipping rubbish and did not respond to her missed bin complaints. The Council was at fault when it sent a letter regarding the waste offence to the incorrect address which meant Miss X missed the opportunity to present her case. The Council also failed to explain how residents of flats can report problems with refuse collection. The Council will apologise and pay Miss X £200 to acknowledge the uncertainty, frustration and distress this caused. The Council will also update its website to clearly explain how residents living in flats can report missed bin collections.
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London Borough of Redbridge (24 014 175)
Statement Upheld Homelessness 19-Aug-2025
Summary: Miss X complained that the Council failed to properly help with her homelessness, had poor communication, and housed her and her young children in unsuitable accommodation, which caused them significant distress, uncertainty and affected their mental health. We find the Council at fault for its communication, complaint handling, and homelessness assistance which caused significant injustice. The Council has agreed to apologise and make a symbolic payment to Miss X
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Kent County Council (24 014 617)
Statement Upheld Special educational needs 19-Aug-2025
Summary: Mr X complains about the Council’s delay in updating his Son’s Education, Health and Care Plan following his annual review. We find the Council at fault for delay, lack of communication and loss of specialist provison. We have agreed financial remedies for the distress and frustration caused.
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Wigan Metropolitan Borough Council (24 015 115)
Statement Upheld Charging 19-Aug-2025
Summary: There was fault in the Council’s delay in sending an invoice and in the information it provided to Mr D and his family on what the cost of a care package would be. This meant that Mr D and his family did not have the necessary information to make informed decisions about the care package. The Council has agreed to apologise, to cancel a proposed invoice and has agreed a service improvement.
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City of Bradford Metropolitan District Council (24 017 111)
Statement Not upheld Drainage 19-Aug-2025
Summary: Mrs B complained that the Council has not taken enforcement action when a neighbouring landowner failed to do work to alleviate flood risk to Mrs B’s property. The Council investigated the issue and paid for contractors to find the solution. It then properly considered whether to take enforcement action against the landowner who did not complete the work needed. There was no faut by the Council when it decided not to take further enforcement action.
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Blackpool Borough Council (24 017 666)
Statement Upheld Alternative provision 19-Aug-2025
Summary: Mrs X complained that the Council failed to deliver education to her son while he could not attend school. We have found that the Council was not at fault for its offer of education. It considered its duties and made a decision which was not unreasonable. It was, however, at fault for providing Mrs X with some incorrect information. This did not cause Mrs X a significant injustice, and therefore we have recommended no further action.
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Northumberland County Council (24 017 801)
Statement Closed after initial enquiries Parking and other penalties 19-Aug-2025
Summary: We will not investigate Mr X’s complaint about his parking permits. Any injustice he experienced was not significant enough to warrant an investigation and we could not add to the Council’s previous investigation.
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Kent County Council (24 018 252)
Statement Upheld Assessment and care plan 19-Aug-2025
Summary: Mr B complained that the Council had delayed in carrying out an assessment of his care needs and providing support. It also failed to adhere to a communication plan, communicate with him appropriately or explain how his case was progressing. We found fault in the actions of the Council which caused Mr B significant distress and uncertainty over a prolonged period. The Council has agreed to apologise to Mr B and increase the symbolic payment to £1000.
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Lincolnshire County Council (24 018 530)
Statement Not upheld Charging 19-Aug-2025
Summary: Mr X complained the Council did not properly consider the history of gifting when calculating notional capital due to deprivation of assets. There was no fault on this point. There was some delay and failure to pay the correct amount to the care home but this did not cause significant injustice to the family.