Birmingham City Council (24 011 059)

Statement Upheld School transport 06-Apr-2025

Summary: Ms X complained the Council declined her applications for her child’s travel assistance since they started secondary school. We found fault with the Council failing to consider the full circumstances of Ms X’s applications. The Council agreed to consider an application for travel assistance for Ms X’s child referring to Ms X’s evidenced mobility issues and her child’s episodes of unconsciousness. The Council also agreed to apologise to Ms X and considers its discretion to reimburse any costs Ms X has incurred in arranging travel to school for her child since September 2024, if the Council accepts the travel assistance application.

Birmingham City Council (24 012 111)

Statement Upheld Allocations 24-Apr-2025

Summary: Miss B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents, requested unnecessary evidence and then wrongly decided her application was incomplete, despite her submitting all the required evidence. This led to the closure of her applications which caused avoidable frustration for Miss B and delayed her ability to join the housing register. The Council has agreed to assess Miss B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Miss B, make a symbolic payment to her, and carry out service improvements.

Birmingham City Council (24 012 924)

Statement Upheld Allocations 24-Apr-2025

Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council wrongly decided her application was incomplete, despite her submitting all the required evidence. This caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Mrs B, make a symbolic payment to her, and carry out service improvements.

Birmingham City Council (24 009 205)

Statement Upheld Other 27-Apr-2025

Summary: Mr F complained the Council had not taken action about a vehicle that was abandoned near to his house over two years ago. It referred him to the police and Driver and Vehicle Licensing Agency. But when he contacted those organisations, they referred him back to the Council. We uphold the complaint as the Council has duties around abandoned vehicles and it has delayed taking action. This delay has led to avoidable frustration for Mr F. The Council has agreed to our recommendations for it to take action to remove the vehicle, apologise to Mr F and introduce a written policy as a service improvement.

Birmingham City Council (24 010 977)

Statement Upheld Refuse and recycling 29-Apr-2025

Summary: Miss X complained the Council has repeatedly failed to return her own and her neighbour’s bins correctly once they are empty. Miss X says her neighbour’s bin is regularly left at the end of her path so she is unable to leave her property without moving the bin. We found the repeated failure to return Miss X’s neighbour’s bins properly so they did not obstruct her access is fault. This fault has caused Miss X unnecessary difficulties, distress and frustration. The Council will apologise and make a payment to Miss X.

Birmingham City Council (24 010 957)

Statement Upheld Special educational needs 01-May-2025

Summary: Mrs X complained that the Council failed to make alternative education provision for her child and delayed in issuing an Education, Health and Care Plan for her. The Council was at fault as it did not consider if it had a duty to provide alternative education provision when Y struggled to attend school from September 2023, delayed in issuing Y’s final Education, Health and Care Plan and delayed in securing the speech and language therapy provision in the Plan. These faults caused distress and uncertainty to Mrs X and disadvantaged Y. The Council has agreed to remedy this injustice by apologising to Mrs X and making a symbolic payment of £1100 to acknowledge the distress caused to her and the disadvantage caused to Y.

Birmingham City Council (23 016 021)

Statement Upheld School transport 05-May-2025

Summary: Mrs X complained the Council failed to arrange school transport for her son, Y. Mrs X says this has caused her frustration and she has had to arrange her own transport for Y. I have found fault in the Councils actions. We recommend the Council issues Mrs X with an apology, pays her a financial payment and completes service improvements.

Birmingham City Council (24 012 812)

Statement Upheld Allocations 05-May-2025

Summary: Mrs B complained about the Council’s decision to close her housing applications. We find that the Council failed to clearly communicate the consequences of not providing supporting documents, requested unnecessary evidence and then wrongly decided her application was incomplete, despite her submitting all the required evidence. This led to the closure of her applications which caused avoidable frustration for Mrs B and delayed her ability to join the housing register. The Council has agreed to assess Mrs B’s application and, if she qualifies to join the register, it will backdate her award date. It has also agreed to apologise to Mrs B, make a symbolic payment to her, and carry out service improvements.

Birmingham City Council (24 007 520)

Statement Upheld Allocations 05-May-2025

Summary: Ms X complained about the way the Council handled her housing application. We find that the Council and Green Square Accord failed to tell Ms X that it was waiting for her to provide information, which led to her missing out on the offer of a property. When Green Square Accord later considered her application, it failed to follow a fair and transparent process which caused Ms X unnecessary distress. The Council has agreed to apologise and make a payment to Ms X. It has also agreed to make service improvements.

Birmingham City Council (24 009 856)

Statement Upheld Refuse and recycling 05-May-2025

Summary: Miss X complained the Council has repeatedly failed to collect her recycling as scheduled since July 2024 which has led to an accumulation of waste which is unsightly and smells. We found the Council’s repeated failure to collect Miss X’s recycling over a sustained period is fault. This fault has caused Miss X an injustice. The Council has agreed to apologise and make a payment to Miss X to remedy this injustice.