Decision search
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London Borough of Hounslow (24 017 439)
Statement Not upheld Private housing 20-Nov-2025
Summary: Mr X complained about how the Council carried out an inspection of his home. Mr X said the Council’s inspection was insufficient and missed hazards in his property. He also said the Council did not take his concerns seriously. Mr X wanted the Council to carry out a new inspection. We have ended our investigation of Mr X’s complaint. Following Mr X’s approach to the Ombudsman, the Council took corrective action on the matters complained about. It agreed to carry out a further inspection, identifying and correcting omissions from previous inspections. It completed referrals to external agencies and apologised to Mr X. The Council took the actions the Ombudsman would likely have recommended if we investigated. Mr X no longer lives at the property. The Ombudsman cannot achieve any meaningful outcome for Mr X from further investigation of this complaint.
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Statement Upheld Special educational needs 20-Nov-2025
Summary: Ms X complained the Council delayed issuing an Education, Health and Care Plan for her son following an annual review. She also complained the Council failed to ensure her son received the required special educational provision while he was not attending school. Ms X says the Council’s actions caused considerable distress and anxiety to her and her son. We found the Council to be at fault. The Council has agreed to provide an apology and a financial remedy.
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Hampshire County Council (24 020 262)
Statement Upheld Alternative provision 20-Nov-2025
Summary: The Council was at fault for failing to ensure the Education Health and Care Plan was reviewed within statutory timescales for Ms X’s grandchild, Y. The Council was also at fault for failing to ensure Y had access to suitable education for over two and a half terms. The Council agreed to apologise to Ms X and pay her £400 to recognise the injustice caused.
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Royal Borough of Windsor and Maidenhead Council (24 020 564)
Statement Upheld Homelessness 20-Nov-2025
Summary: Miss X complained about the way the Council dealt with her homelessness application. We found fault in the Council’s delays to assess Miss X’s housing needs and provide her with interim accommodation as well as in the Council’s communication with her and its record-keeping. The Council’s fault caused injustice to Miss X. The Council has agreed to apologise, make symbolic payments and backdate the change in Miss X’s priority banding. The Council has also agreed to improve the way it keeps its housing records.
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London Borough of Enfield (24 021 257)
Statement Upheld Council tax 20-Nov-2025
Summary: There was no fault in the way the Council allocated payments to Ms X’s council tax account or in its decisions to take recovery action. There was fault in the way the Council communicated about the matter. The Council will apologise and make a symbolic payment to Ms X to recognise the avoidable frustration and uncertainty caused by its fault. It will also take steps to prevent recurrence of the same fault.
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Bournemouth, Christchurch and Poole Council (24 021 451)
Statement Upheld Special educational needs 20-Nov-2025
Summary: Miss X complained the Council failed to keep her child’s part-time timetable under review and failed to consider its duty to provide alternative education provision. Miss X also said the Council failed to secure the special educational provision in her child’s EHC Plan. We have found the Council at fault for not keeping Z’s timetable under review, not considering its duty to provide alternative provision, and not considering its duty to secure Z’s special educational provision. We cannot say whether the Council’s faults led to Z missing education provision. However, we find the Council’s faults caused uncertainty about what would have happened, had it acted properly. The Council has agreed to apologise to Miss X and Z, and pay a symbolic financial remedy to recognise this uncertainty. There are parts of Miss X’s complaint we cannot investigate. We explain why in our statement.
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Darlington Borough Council (24 021 825)
Statement Upheld Fostering 20-Nov-2025
Summary: Mrs X complained about the Council’s investigation into safeguarding concerns raised about her as a foster carer. The Council investigated Mrs X's complaints under the statutory children’s complaints procedure without fault. However, it failed to provide an appropriate remedy to recognise the injustice the faults caused. It also delayed providing Mrs X with copies of documents which it agreed to do following the conclusion of the complaints process. The Council agreed to make a symbolic payment to Mrs X to recognise the distress and uncertainty caused.
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West Berkshire Council (25 000 662)
Statement Closed after initial enquiries Child protection 20-Nov-2025
Summary: We will not investigate Mr X’s complaint about children services’ actions. We are unlikely to find the fault Mr X alleges and we cannot investigate the Police’s actions.
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Statement Upheld Special educational needs 20-Nov-2025
Summary: The Council delayed carrying out Ms X’s child, Y’s, annual review and then delayed issuing the amended Education, Health and Care plan. The delay totalled two years. It caused Y to miss six terms of the provision in their Plan and Ms X significant distress, frustration and time and trouble. The Council has since put Y’s provision in place. It has agreed to apologise and make a payment to Ms X to recognise the impact of the delay and missed education.
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Dudley Metropolitan Borough Council (25 001 209)
Statement Not upheld Charging 20-Nov-2025
Summary: Mr Y complains about the outcome of the Council’s financial assessment because it did not disregard a large sum of money gifted to him. The Council decided to charge Mr Y for the full cost of his social care for an eight-week period and until the date from which the Council calculated Mr Y’s capital would fall below the relevant charging threshold. There is no procedural fault in how the Council assessed Mr Y’s finances and considered its discretionary powers, and we do not uphold the complaint.