Decision search
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Norfolk County Council (24 008 908)
Statement Upheld Safeguarding 04-Aug-2025
Summary: Mr X complained the Council failed to protect his late sister in-law, Ms Y, from financial abuse. There was no fault in the way the Council investigated Mr X’s concerns under its safeguarding procedures. However, the Council was at fault for not applying for deputyship to manage Ms Y’s finances when her capital reached the limit set out in the Council’s policy. This caused Mr X and his wife distress and uncertainty. The Council has already apologised to Mr X. It did not cause an injustice to Ms Y as there was no evidence the Council mismanaged her finances. In addition, the Council has amended its policy to prevent a recurrence of fault.
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Birmingham City Council (24 009 625)
Statement Upheld Allocations 04-Aug-2025
Summary: Mr B complained that the Council wrongly removed him from the housing register and failed to backdate his registration date when he rejoined. We find that the Council should not have removed Mr B from the housing register, delayed reviewing its decision and failed to properly consider information he provided about his homelessness. The Council’s actions caused Mr B significant distress and inconvenience and have left him with uncertainty about whether he would have successfully bid on housing if there had been no fault by the Council. The Council has agreed to apologise, make a payment to Mr B and backdate his registration date. It has also agreed to make service improvements.
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North Tyneside Metropolitan Borough Council (24 016 436)
Statement Upheld Other 04-Aug-2025
Summary: Mr X complained the Council failed to properly consider his complaint about Council commissioned care his mother, Mrs Y received, from Housing 21 and failed to provide an appropriate remedy after upholding the complaint. There was no fault in how the Council considered Mr X’s complaint, and the Care Provider had already provided an appropriate remedy for the injustice caused by fault in its actions relating to Mrs Y’s care.
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London Borough of Croydon (24 016 979)
Statement Closed after initial enquiries Council tax 04-Aug-2025
Summary: We will not investigate this complaint about the Council adding recovery costs to a council tax demand which Mr X says he did not receive. We have no jurisdiction to investigate complaints about matters which have been subject to court proceedings. There is insufficient evidence of fault in the Council’s billing process prior to the proceedings.
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Wirral Metropolitan Borough Council (24 017 019)
Statement Closed after initial enquiries Charging 04-Aug-2025
Summary: We will not investigate Mrs X’s complaint about delay in the Council notifying her of her mother’s care charge arrears. This is because the likely fault has not caused significant injustice.
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Devon County Council (24 017 842)
Statement Upheld Fostering 04-Aug-2025
Summary: Miss X complained the Council has wrongly asked her to repay money she received for providing care to a former foster child under a staying put arrangement. We found the Council’s failure to properly advise Miss X regarding the staying put arrangement, and in particular when the arrangement and the payments associated with this arrangement would end, is fault. As was the Council’s failure to identify that payments had continued for 10 months longer than they should have. This fault has led to a significant debt and caused Miss X significant distress and anxiety. The Council will apologise, write off the debt and make a payment to Miss X.
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Tameside Metropolitan Borough Council (24 018 472)
Statement Not upheld Looked after children 04-Aug-2025
Summary: We have ended our investigation into Mr X’s complaint about the involvement of the Council’s Children’s Services with his family and decisions made. An independent investigation has already investigated the Council’s actions. The Council has offered Mr X a suitable remedy for the upheld parts of his complaint. It is unlikely that further investigation of the same issues would lead to a different outcome for Mr X.
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Lancashire County Council (24 020 023)
Statement Upheld Special educational needs 04-Aug-2025
Summary: Ms X complained the Council delayed holding her child, Y’s, Education, Health and Care (EHC) Plan annual review and delayed issuing Y’s amended EHC Plan. She also complained about poor communication from the Council about a gym pass for Y. The Council was at fault. It delayed holding Y’s annual review and communicated poorly about Y’s gym pass which caused Ms X confusion, uncertainty, frustration and distress. The Council will pay Ms X a symbolic payment and apologise. The Council has already acted to improve its service.
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London Borough of Enfield (24 020 991)
Statement Closed after initial enquiries Allocations 04-Aug-2025
Summary: We will not investigate this complaint about the Council’s failure to assist Miss X with her housing problems. There is insufficient evidence of fault which would warrant an investigation. It was reasonable for her to ask the Council for a review if she disagreed with its homelessness decision.
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London Borough of Havering (25 001 110)
Statement Closed after initial enquiries Allocations 04-Aug-2025
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her housing register application. This is because there is insufficient evidence of fault causing significant injustice to justify our involvement.