Decision search
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Manchester City Council (25 022 191)
Statement Closed after initial enquiries Refuse and recycling 09-Jan-2026
Summary: We will not investigate this complaint about a missed bulky waste collection. This is because there is not enough evidence of fault to justify an investigation.
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South Tyneside Metropolitan Borough Council (24 023 131)
Statement Upheld Charging 08-Jan-2026
Summary: Ms X complained how the Council dealt with her daughter’s direct payments account. She says the Council told her there was a nil charge for services, and then three years later it wrote to her asking for over £5,000 for backdated arrears. We find the Council was at fault for its delay in completing audits and contacting Ms X about the outstanding arrears. This caused Ms X frustration and upset. The Council waived some of the outstanding arrears and arranged a payment plan when it responded to Ms X’s complaint. This partially remedies her injustice. The Council has also agreed to apologise to Ms X to address the remaining injustice.
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Worthing Borough Council (24 023 434)
Statement Upheld Council tax 08-Jan-2026
Summary: We have found injustice to Miss X arising from delay in setting up her council tax account and the uncertainty she experienced about the local services available to her. The Council has agreed to the recommended actions we proposed to it.
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North Yorkshire Council (25 000 223)
Statement Upheld Special educational needs 08-Jan-2026
Summary: Mrs X complained about the Council’s failure to make timely direct payments to her, for her child B’s educational provision. She also complained about the Council’s failure to conduct an Education, Health and Care Plan annual review. Mrs X said the Council failed to deal with her complaint properly. We found the Council was at fault. Mrs X suffered undue frustration and uncertainty because of this. The Council has agreed to apologise to Mrs X, make a symbolic payment to her and improve its services.
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Birmingham City Council (25 000 461)
Statement Upheld Housing benefit and council tax benefit 08-Jan-2026
Summary: Mr X complained on behalf of his father, Mr Y about the Council’s delay in determining his housing benefit claim and resolving his council tax support. We found fault causing distress and uncertainty to Mr Y. The Council offered to apologise to Mr Y and make a symbolic payment of £300. We considered this to be a fair and proportionate remedy.
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London Borough of Hillingdon (25 001 417)
Statement Upheld Safeguarding 08-Jan-2026
Summary: Miss X complains the Council failed to respond and effectively deal with the safeguarding concerns reported to it. We have found fault in the Council’s actions for failing to inform Miss X about the progress and outcome of the referrals she had made. The Council has agreed to issue Miss X with an apology and complete service improvements.
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London Borough of Wandsworth (25 003 297)
Statement Upheld Allocations 08-Jan-2026
Summary: Miss B complained that the Council had failed to properly consider her housing needs leading to a delay in awarding her the correct priority on the housing register. We found fault in the actions of the Council, which caused Miss B uncertainty and possibly the opportunity to obtain more suitable housing sooner. The Council has agreed to apologise, make a symbolic payment and establish if she did miss out on any suitable properties due to the delay.
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Luton Borough Council (25 005 515)
Statement Upheld Homelessness 08-Jan-2026
Summary: Mr X complained the Council failed to mitigate his homelessness when he faced eviction due to unaffordable rent increases then it placed his family in unsuitable bed and breakfast accommodation. The Council kept Mr X’s family in unsuitable accommodation for 16 weeks longer than allowed causing distress and affecting the family’s wellbeing. A financial remedy for the injustice caused is agreed.
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Sandwell Metropolitan Borough Council (25 011 854)
Statement Closed after initial enquiries Enforcement 08-Jan-2026
Summary: We will not investigate this complaint about the Council’s handling of planning enforcement and building control matters related to extensions constructed by the complainant’s neighbour. There is insufficient evidence to conclude that fault by the Council has affected the outcome.
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London Borough of Barking & Dagenham (25 012 072)
Statement Closed after initial enquiries Parking and other penalties 08-Jan-2026
Summary: We will not investigate this complaint about the Council’s handling of Miss X’s representations against a Penalty Charge Notice. This is because it would have been reasonable to expect Miss X to wait to hear from the Traffic Enforcement Centre at Northampton County Court and then make a late witness statement or statutory declaration.