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Leicester City Council (23 015 268 fr)
Report Upheld Homelessness 28-Aug-2025
Summary: We have written this further report because the Council has refused to comply with some recommendations made in our report issued on 15 October 2024. Although the Council has complied with our service improvement recommendations and agreed to make a payment for distress, it has refused to remedy all the personal injustice caused to Ms X, by the Council’s fault. We are not satisfied with the Council’s explanation for refusing to fully remedy the personal injustice to Ms X. We have therefore issued this further report to highlight our continuing concerns.
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Cheshire East Council (24 009 262)
Report Upheld Child protection 26-Aug-2025
Summary: Miss X complained the Council excessively and disproportionately intervened after a traumatic premature birth. She said the Council wrongly considered care proceedings, put both of her children on child protection plans, and communicated poorly. Miss X said the Council’s actions scarred and traumatised her, and caused significant distress. She said the experience significantly impacted her mental health. Miss X said she felt shamed, bullied and misjudged. She said she was treated like a danger to her children during one of the most frightening, exhausting and vulnerable times of her life. Miss X said she and her children carry the emotional consequences every day.
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South Kesteven District Council (24 010 719)
Report Upheld Homelessness 18-Aug-2025
Summary: Mr X complained about the lack of support and accommodation the Council provided after he became homeless in 2024. He says this caused him significant stress while he was street homeless and made his health conditions worse.
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Leeds City Council (24 010 011)
Report Upheld Special educational needs 15-Aug-2025
Summary: Education – Special educational needs (SEN) assessments and reviews The Council took more than 72 weeks to issue an Education, Health and Care (EHC) Plan for Mr X's child, Y. It should have completed this in 20 weeks. As a result, Mr X was caused uncertainty about whether Y could have started at their preferred school a year sooner if not for the fault. The family have also been caused a prolonged period of frustration. The Council’s lack of educational psychologists has already significantly delayed many families in obtaining EHC Plans. However, once the Council receives the educational psychology advice it needs, it is still routinely taking more than 7 months to finalise EHC Plans. This is significant drift and delay by this Council affecting hundreds of its children and young people with special educational needs.
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London Borough of Lewisham (24 016 564)
Report Upheld Homelessness 14-Aug-2025
Summary: Mr Y complained on behalf of Ms X about the Council’s handling of her homeless application after she received notice to leave a private tenancy. Particularly, that the Council told Ms X to stay in the property until the court issued a bailiff warrant. Mr Y says Ms X experienced avoidable financial loss and distress.
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London Borough of Hackney (24 015 097)
Statement Upheld Other 12-Aug-2025
Summary: Mr B complained on behalf of his partner, Mr C, that they experienced persistent problems with the Council’s contractor undertaking minor adaptations needed by Mr C. We upheld the complaint, finding poor customer service by the contractor and faults by the Council in its practice. We considered these caused avoidable distress, which was an injustice to both Mr B and Mr C. The Council accepted these findings and at the end of this statement we set out the action it has agreed to remedy that injustice and improve its service.
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London Borough of Lewisham (24 016 246)
Statement Upheld Homelessness 12-Aug-2025
Summary: Miss B complained the Council placed her in unsuitable temporary accommodation and did not consider her request for a suitability review. The Council was at fault for its failure to treat Miss B’s contact as a trigger for a new suitability decision to be made; and for its delay in actioning Miss B’s change of circumstances and new medical information. Because of the fault, Miss B suffered distress and frustration, and she remained living in unsuitable accommodation with her young children for longer than they should have. The Council has agreed to apologise to Miss B, make a symbolic payment, and issue staff briefings.
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Oxfordshire County Council (24 016 509)
Statement Upheld Assessment and care plan 12-Aug-2025
Summary: We have upheld Ms X’s complaint about the Council not completing a Care Act assessment in February 2025 as promised. The Council has agreed to apologise and make a payment to Ms X for this fault, which provides a proportionate remedy for the injustice caused. We will not investigate the other part of Ms X complaint because it is late.
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London Borough of Lewisham (24 017 131)
Statement Closed after initial enquiries Homelessness 12-Aug-2025
Summary: We will not investigate this complaint about the Council’s decision on a homelessness application. It was reasonable for Mr X to use the review/appeal procedure provided by the homelessness legislation.
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Statement Upheld Special educational needs 12-Aug-2025
Summary: Mrs X complained about the Council’s handling of her son, Y’s, educational placement and the specialist provision outlined in his Education Health and Care (EHC) Plan after he stopped attending school. The Council was at fault as it failed to review Y’s EHC Plan within statutory timescales. It also failed to ensure Y received the specialist provision in the Plan after deciding the school named in the Plan could not meet his needs. It also failed to provide Y with suitable alternative educational provision. The Council has agreed to apologise and make a payment to Mrs X to recognise Y’s missed education as well as the distress frustration and uncertainty caused. It has also agreed to issue Y’s final amended EHC Plan without further delay.