Decision search
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Royal Borough of Kensington & Chelsea (25 015 419)
Statement Closed after initial enquiries Allocations 21-Dec-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation. We will not exercise discretion to consider matters the complainant was aware of more than 12 months before we received the complaint.
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Royal Borough of Kensington & Chelsea (25 015 953)
Statement Closed after initial enquiries Allocations 21-Dec-2025
Summary: We will not exercise discretion to investigate this complaint about the Council’s offer of unsuitable accommodation and the discharge of its homelessness duty in 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Miss X could not have complained to us sooner.
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Royal Borough of Kensington & Chelsea (25 000 386)
Statement Closed after initial enquiries Enforcement 20-Dec-2025
Summary: We will not exercise discretion to investigate this complaint about the Council’s approval of a planning application in 2022 and its decision to close an enforcement case in 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.
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Sussex Partnership NHS Foundation Trust (23 020 868a)
Statement Upheld Mental health services 19-Dec-2025
Summary: Mrs X complains about the care and support provided to her daughter after her autism diagnosis. Based on current evidence I have found fault by the Trust and the Council. However, they have accepted this and provided a suitable remedy for most of the complaint. We have recommended the Trust apologises for distress caused by fault relating to a delayed referral for therapy. We have also recommended the Trust acts to ensure safeguards are in place to prevent similar fault in future.
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Sussex Partnership NHS Foundation Trust (23 020 868b)
Statement Upheld Mental health services 19-Dec-2025
Summary: Mrs X complains about the care and support provided to her daughter after her autism diagnosis. Based on current evidence I have found fault by the Trust and the Council. However, they have accepted this and provided a suitable remedy for most of the complaint. We have recommended the Trust apologises for distress caused by fault relating to a delayed referral for therapy. We have also recommended the Trust acts to ensure safeguards are in place to prevent similar fault in future.
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London Borough of Islington (24 009 076)
Statement Upheld Residential care 19-Dec-2025
Summary: On behalf of Mrs X, Mr Y complained about the communication, staff conduct, and quality of care provided by a Care Home commissioned by the Council. Mr Y also complained the Council’s safeguarding investigation did not fully address his concerns. We found the Council took too long to complete its safeguarding investigation. We also found the Council at fault for not considering Mr Y’s concerns in full as part of its safeguarding investigation. This caused avoidable frustration, distress and uncertainty. We also believe Mrs X was exposed to the avoidable risk of harm due to the Council’s faults. The Council has already taken some action to address concerns about the Care Home. To address the remaining injustice, the Council has agreed to apologise and pay a symbolic financial remedy to Mrs X. The Council has also agreed to review the faults identified and confirm to the Ombudsman what action it will take to prevent recurrence.
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West Sussex County Council (24 010 702)
Statement Upheld Special educational needs 19-Dec-2025
Summary: Ms Y complains that failures by the Council caused her child, D, to miss important provision and limited their chances of passing exams. Ms Y says the failures meant she had to deliver provision at home, causing further distress. When she raised concerns, the Council limited Ms Y’s contact because it said she was unreasonably persistent. We find fault in some parts of the complaint which the Council has agreed to remedy with a symbolic payment of £500 and the implementation of some service improvements.
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Royal Borough of Windsor and Maidenhead Council (24 013 528)
Statement Upheld Homelessness 19-Dec-2025
Summary: We have found the Council at fault for failing to secure interim accommodation for Miss X when it had reason to believe that she was eligible, homeless and in priority need. This left Miss X without suitable accommodation for the period until the Council reached its decision that she had no priority need. The Council has agreed to take action to remedy Miss X’s injustice.
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London Borough of Newham (24 015 422)
Statement Closed after initial enquiries Trees 19-Dec-2025
Summary: We will not investigate this complaint about an alleged failure by the Council to maintain a public tree. This is because the injustice is not significant enough to warrant an investigation.
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Basildon Borough Council (24 018 810)
Statement Upheld Homelessness 19-Dec-2025
Summary: The Council was at fault in how it offered and arranged accommodation for Mr X after he became homeless. It later housed him in unsuitable accommodation for too long. This caused Mr X uncertainty and distress. To remedy Mr X’s injustice, the Council will apologise and pay him a symbolic amount. To prevent similar fault in future, the Council will issue a staff reminder and put processes in place to ensure it can comply with guidance on housing for care leavers.