Decision search
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Transport for London (25 021 042)
Statement Closed after initial enquiries Parking and other penalties 18-Dec-2025
Summary: We will not investigate Mr B’s complaint that the extended Ultra Low Emission Zone is unfair to motorists like him. This is because an investigation would not achieve the outcome Mr B seeks.
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London Borough of Lambeth (25 021 078)
Statement Closed after initial enquiries Council tax support 18-Dec-2025
Summary: We will not investigate Ms X’s complaint the Council failed to communicate with her about her application for council tax reduction. It is not a good use of public resources to investigate where the substantive matter is outside our jurisdiction.
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Knowsley Metropolitan Borough Council (23 013 452)
Statement Upheld Safeguarding 17-Dec-2025
Summary: Mr X’s main complaint is that the Council failed to properly assess his needs in July 2023 and then failed to respond to his complaint about the assessment. We find that the Council did not follow the correct process as it failed to send a copy of Mr X’s assessment to him and then deleted the assessment. The Council also did not respond to Mr X's complaint about the assessment. However, the Council’s offer of a re-assessment soon after Mr X complained, has mitigated a lot of the injustice Mr X suffered because of the fault.
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Statement Upheld Special educational needs 17-Dec-2025
Summary: The Council investigated Mrs X’s complaint about its decision to not provide an assistance dog for her child Y under the statutory children’s complaints procedure without fault. The Council has already apologised and offered an appropriate symbolic payment to remedy the injustice caused by the faults it found. However, it failed to respond to a new complaint Mrs X raised during the statutory procedure which caused her distress. It agreed to make an additional payment to Mrs X and respond to the complaint without further delay.
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London Borough of Wandsworth (24 016 588)
Statement Upheld Homelessness 17-Dec-2025
Summary: Miss X complained the Council placed her in unsuitable emergency accommodation, delayed moving her from that accommodation, allowed the landlord to enter the accommodation without notification and moved her to another property which was unsuitable as it was unfurnished. The Council delayed addressing the issues with the suitability of the first accommodation, delayed moving Miss X to new accommodation and failed to consider the suitability of a male entering Miss X’s accommodation when she had fled domestic abuse. There is no fault in the remainder of the complaint. Miss X has suffered distress. An apology, payment to Miss X and guidance to officers is satisfactory remedy.
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West Sussex County Council (24 019 429)
Statement Upheld Special educational needs 17-Dec-2025
Summary: Mrs X complained the Council failed to deliver extra tuition to her child, B. The Council was at fault. It failed to organise provision for B in a timely manner. The Council apologised to Mrs X and made service improvements. It has now agreed to make a symbolic payment to Mrs X, to recognise the distress caused.
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London Borough of Islington (24 021 117)
Statement Closed after initial enquiries Housing benefit and council tax benefit 17-Dec-2025
Summary: We will not investigate Miss X’s complaint about the Council not arranging a housing transfer to smaller accommodation over several years, and its decision not to provide a discretionary housing payment (DHP). This is because we cannot investigate the Council’s actions as landlord, parts of the complaint are late without good reason, and there is not enough evidence of fault in the Council’s most recent decision making to warrant us investigating.
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Cambridgeshire County Council (24 021 792)
Statement Upheld Residential care 17-Dec-2025
Summary: The Council’s commissioned care provider failed to provide a good standard of care for the late Mrs X, failed to keep proper records in accordance with the regulations and did not provide her nutrition in accordance with the hospital discharge instructions. The Council agrees to recognise the considerable distress caused to Ms B and her family by the care provider’s failings.
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North Yorkshire Council (24 021 863)
Statement Upheld Special educational needs 17-Dec-2025
Summary: We uphold a complaint the Council was at fault for not ensuring Ms G’s daughter had greater access to education, between April and October 2024. This resulted in a loss of provision. It also failed to answer Ms G’s first complaint about this matter putting her to unnecessary time and trouble. The Council accepted these findings and at the end of this statement, we set out actions it agreed to take to remedy this injustice.
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Staffordshire County Council (25 000 254)
Statement Upheld Special educational needs 17-Dec-2025
Summary: The Council was at fault for failing to ensure two annual reviews of Y’s Education, Health and Care (EHC) Plan were carried out within statutory timescales. The Council was also at fault for failing to provide Y with a suitable education when they stopped attending school due to illness. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused.