Bristol City Council (22 009 442)

Statement Upheld Council tax 02-Apr-2023

Summary: A man complained about the Council’s unreasonable delay in awarding disregards and a band reduction to his council tax account. But we will not investigate this matter because the Council has now applied the disregards and reduction, and we could not achieve a better outcome than that.

Bristol City Council (22 005 619)

Statement Upheld Charging 11-May-2023

Summary: The Council failed to act proactively to consider what reasonable adjustments were required as part of a social care financial assessment in June 2019. As a result, Mr X who has learning difficulties and cannot read, attended alone and information was provided in writing. For subsequent financial assessments, the Council arranged for an advocate to assist Mr X. A suitable remedy for the uncertainty, distress and confusion caused is agreed.

Bristol City Council (22 010 485)

Statement Upheld Allocations 15-May-2023

Summary: Mrs X complained the Council failed to properly consider additional evidence she submitted for a review of her housing priority. There was no fault in the Council’s review decision, but there was a delay in the review process. The Council has already apologised for the delay.

Bristol City Council (22 013 084)

Statement Upheld Special educational needs 19-Jun-2023

Summary: Ms X’s son, Mr Z, missed out on several academic terms’ worth of physiotherapy and hydrotherapy that he was entitled to receive, as it was in Section F of his Education, Health and Care Plan (EHC Plan). This injustice was caused by Council fault - mainly service failure - due to the national shortage of physiotherapists and lack of capacity at hydrotherapy services. In recognition of the injustice caused, the Council has agreed to apologise, pay Mr Z £1,050, pay Ms X £300 and carry out service improvements.

Bristol City Council (22 016 140)

Statement Upheld Other 20-Jun-2023

Summary: Mrs X complained the Council provided incorrect information to her energy and water suppliers which resulted in the accounts being closed and re-opened in the wrong name. The Council was at fault. The Council agreed to pay Mrs X £200 to acknowledge the frustration and inconvenience it caused.

Bristol City Council (22 017 860)

Statement Upheld Residential care 20-Jun-2023

Summary: We will not investigate this complaint about the care provided to Mrs Y in a care home. The Council has accepted it was at fault and agreed to pay the complainants a suitable financial remedy.

Bristol City Council (22 008 058)

Statement Upheld Other 27-Jun-2023

Summary: Miss X complained on behalf of her son Mr B. Miss X said the Council funded Care Provider gave inadequate notice and reasons when ending Mr B’s contract. Miss X also said it failed to meet Mr B’s needs and failed to follow correct policies and procedures. We find the Council funded Care Provider was at fault for poor communication, poor record keeping and for failing to follow its values. This caused Miss X distress and uncertainty. We do not find fault with how the Care Provider ended Mr B’s contract or for the care it provided to Mr B. The Council has agreed to our recommendations to remedy the injustice to Miss X.

Bristol City Council (22 017 341)

Statement Upheld Special educational needs 17-Jul-2023

Summary: There was fault by the Council in failing to train new staff in how to assess eligibility for school transport where a child has an EHC plan. This was fault and is likely to have caused injustice by wrongly denying free home to school transport to some families. The Council will carry out a review to identify any affected families and to provide a remedy where an incorrect decision has been made.

Bristol City Council (22 009 969)

Statement Upheld Special educational needs 24-Jul-2023

Summary: Miss X complains the Council failed to provide her child with the educational provision in his Education, Health and Care (EHC) plan. The Council acknowledges it has failed to secure all of the provision. This is fault and it caused injustice to Y. The Council has agreed to remedy the injustice caused by making a payment to Miss X for the impact the missed provision has caused and also for the distress and uncertainty. The Council has also agreed to prioritise action to ensure the missing provision is secured.

Bristol City Council (22 017 320)

Statement Upheld Allocations 26-Jul-2023

Summary: Miss B complained how the Council dealt with her housing situation. She says it failed to send her medical information to the correct department and this has delayed her securing more suitable housing. We find the Council was at fault as it delayed reviewing Miss B’s medical information. However, this fault did not cause her a significant injustice.