Bolton Metropolitan Borough Council (23 017 268)

Statement Upheld Council tax 25-May-2024

Summary: We will not investigate this complaint about the Council’s handling of Mr & Mrs X’s council tax account as the Council has offered a suitable remedy and we cannot add to it.

Bolton Metropolitan Borough Council (23 011 818)

Statement Upheld Assessment and care plan 27-May-2024

Summary: Mrs X complains the Council has failed to meet the need for respite breaks since the start of 2022, when it agreed to fund 28 overnight respite breaks a year. The Council has been at fault over its planning for overnight respite for Mrs X’s son. There has also been service failure over the failure to provide all his planned respite breaks in 2022 and 2023. The Council needs to apologise and make a symbolic payment to the family for the additional pressures it has put upon them.

Bolton Metropolitan Borough Council (22 016 488)

Statement Upheld Domiciliary care 20-Aug-2024

Summary: The complaint is about a home care provider commissioned by a council. Record keeping was poor around call timing and duration and there was a failure to discuss an informal carer’s expectations and preferences around delivering personal care. This caused avoidable distress and confusion. The Council will apologise and reduce the outstanding bill.

Bolton Metropolitan Borough Council (23 019 262)

Statement Upheld Other 29-Sep-2024

Summary: Miss X complained about how the Council made reasonable adjustments when communicating with her. There was fault in how the Council considered Miss X’s requests for reasonable adjustments and how it considered her complaint about this. The Council agreed to confirm what adjustments it considers reasonable, apologise to Miss X, pay her a financial remedy and share our decision with relevant staff.

Bolton Metropolitan Borough Council (23 018 073)

Statement Upheld Assessment and care plan 06-Oct-2024

Summary: Mr X complains the Council took too long to put his support in place and started charging him for his support long before he received it. The delay in arranging Mr X’s support and charging him for it before it started caused avoidable distress to Mr X. The Council needs to apologise for these faults and pay financial redress.

Bolton Metropolitan Borough Council (24 004 434)

Statement Upheld Antisocial behaviour 11-Dec-2024

Summary: We will not investigate this complaint about the Council’s complaint procedure. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We are satisfied the Council’s apology and offer of £250 in recognition of the complainant’s time and trouble is a suitable remedy to the complaint.

Bolton Metropolitan Borough Council (24 007 405)

Statement Upheld Allocations 06-Jan-2025

Summary: Miss X says the Council did not deal with her housing properly. The Council accepts it is at fault. Miss X suffered avoidable distress and uncertainty. The Council has offered an appropriate remedy.

Bolton Metropolitan Borough Council (23 014 062)

Statement Upheld Alternative provision 14-Feb-2025

Summary: Miss X complained her daughter had been unable to attend school since October 2022 with no suitable alternative provision provided. Miss X said there had been delays in the education, health and care plan process. She also said the Council’s communication had been poor. We find the Council was at fault. This caused significant distress to Miss X and her daughter. We make several recommendations to address this injustice caused by fault.