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West Northamptonshire Council (24 019 888)
Statement Upheld Assessment and care plan 19-Dec-2025
Summary: Mr X complained about a delay providing his relative Ms Y with additional care and about fault in the financial assessment for her care charge. The Council is at fault. It took too long to make Ms Y’s direct payment available to her after revising her care and support plan to include extra care. The Council made an incorrect statement about Ms Y’s mobility vehicle which caused avoidable distress. The Council will apologise and make a symbolic payment.
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Bracknell Forest Council (24 021 624)
Statement Upheld Disabled children 19-Dec-2025
Summary: Mrs X complained about the Council’s handling of her request for a parent carers assessment, the children’s statutory complaints process, and how it communicated with her. Overall, we agreed with the Council’s stage two findings. However, the remedy proposed was not adequate to acknowledge the impact its delays had on her, and it did not consider the significantly delayed complaints handling. The Council will apologise, make a symbolic payment, and carry out service improvements recommendations.
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Eastleigh Borough Council (24 023 106)
Statement Not upheld Enforcement 19-Dec-2025
Summary: We have completed our investigation into how the Council dealt with Mrs X’s allegations of planning breaches and her complaint. We find no fault in the way the Council made its decisions and responded to the complaint.
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London Borough of Hillingdon (24 023 333)
Statement Upheld Homelessness 19-Dec-2025
Summary: The Council denied Ms X her right to ask for a review of the suitability of her temporary accommodation. The Council told her she did not have this right. The Council has agreed to apologise to Ms X. Ms X can complain the Energy Ombudsman about an excessively large electricity bill at a previous property.
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Rotherham Metropolitan Borough Council (25 000 377)
Statement Upheld Disabled facilities grants 19-Dec-2025
Summary: Mr X complained about how the Council completed the Disabled Facilities Grant (DFG) process and works to his home. Mr X said this impacted his finances and mental health. There was fault in the way the Council delayed making a payment, has not recorded communications and its complaint handling was poor. This distressed Mr X. The Council agreed to apologise and make the financial payment it offered.
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Buckinghamshire Council (25 002 219)
Statement Not upheld Enforcement 19-Dec-2025
Summary: Mr X complained about the Council’s actions relating to a planning breach at a property near to his. We do not find any fault in the Council’s actions. The Council has sufficiently considered the breach and chosen not to take any enforcement action. This is a decision for the Council to make. We do not uphold this complaint.
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Broadland District Council (25 003 411)
Statement Not upheld Trees 19-Dec-2025
Summary: Mr X complained the Council wrongly confirmed a Tree Preservation Order. He said the Council did not follow the correct process to make its decision. We found there was no evidence of fault in how the Council made its decision.
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London Borough of Barnet (25 003 455)
Statement Upheld Council tax 19-Dec-2025
Summary: The complaint is the Council demanded an extra payment of council tax without explanation and proceeded to take court action in respect of that amount. This was despite the complainant having set up a direct debit for the payments. We uphold the complaint because of fault. But the Council has cancelled the enforcement action, waived costs and offered to apply to set aside a liability order. These are suitable remedies.
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Kent County Council (25 003 822)
Statement Upheld Assessment and care plan 19-Dec-2025
Summary: Mr X complained on behalf of a care provider about the Council’s handling of payments relating to a service user. As part of the complaints process, the Council apologised for causing a delay in increasing payments for the service user from December 2024. It resolved the issue and put steps in place to prevent such delays in future. We found the Council’s response and action to be appropriate, and some parts of Mr X’s complaint related to contractual matters. We have therefore not made any further findings or recommendations.
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Cheshire West & Chester Council (25 005 050)
Statement Upheld Charging 19-Dec-2025
Summary: Mr B complained that the Council had sent him invoices for dates when a service had not been provided and he said the invoices were confusing and lacked transparency. The Council has already upheld Mr B’s complaint and we agree there was fault. The Council has agreed to pay a symbolic financial remedy and carry out a service improvement.