Bristol City Council (23 019 154)

Statement Upheld Refuse and recycling 01-Apr-2024

Summary: We will not investigate this complaint about missed recycling collections because the problem has been resolved and there is not enough remaining injustice to warrant an investigation.

Bristol City Council (23 017 088)

Statement Upheld Homelessness 08-Apr-2024

Summary: We will not investigate Ms X’s complaint about the Council’s delay in accepting a homeless relief duty, which caused a delay in her having the right to a statutory review of the suitability of her temporary accommodation. The Council has upheld the complaint and agreed to remedy her injustice by paying her £1,400, which is appropriate.

Bristol City Council (23 011 801)

Statement Upheld Charging 02-May-2024

Summary: Mrs X complained the Council failed to respond to many of her emails; failed to tell her about extra charges for additional carers and failed to consider her late father’s private care provision during its financial assessment. We find the Council was at fault for delay in responding to Mrs X’s emails. This caused her significant distress, and she spent unnecessary time and trouble in contacting the Council. The Council has agreed to make several recommendations to address this injustice caused by fault.

Bristol City Council (23 016 580)

Statement Upheld Licensing 13-May-2024

Summary: Mr X complained that the Council delayed in renewing his taxi licence. We found the Council was at fault. In recognition of the injustice caused the Council has agreed to make a payment to Mr X.

Bristol City Council (23 004 795)

Statement Upheld Assessment and care plan 19-May-2024

Summary: Ms T complained the Council failed to provide suitable adult social care support to her friend, Mr Z, after his main carer died. The Council delayed making clear best interests’ decisions, failed to decide who should take over deputyship of Mr Z’s financial and property affairs and failed to put in place bereavement support. There was no fault in how the Council assessed Mr Z’s mental capacity and it was not at fault for the placing Mr Z in residential care for three weeks, as this was appropriate action to take in urgent circumstances. The Council’s faults have caused Mr Z uncertainty and in recognition of this, the Council has agreed to apologise, pay Mr Z £600, and carry out service improvements.

Bristol City Council (23 009 039)

Statement Upheld Domiciliary care 27-May-2024

Summary: Ms X complained about the Council’s failure to provide care to meet her assessed needs and related matters. We found the Council to be at fault. It took too long to provide care at the outset, told her to make her own arrangements when the Council could not find a suitable carer and took no action to respond to Ms X’s concerns about lack of parenting support. This led Ms X cancelling her care package and being without care she needed for several months. There was also fault by the care provider when it sent an email to the wrong address on behalf of Ms X. To remedy the injustice to Ms X, the Council has agreed to apologise, make a payment and take action to improve its service.

Bristol City Council (23 018 628)

Statement Upheld Refuse and recycling 29-May-2024

Summary: Mr X complained about numerous missed waste collections and a poor response to his complaint about this matter. There was fault the Council missed several waste collections and fault it was not able to give accurate information about when collections were due. The Council have already taken steps to address Mr X’s complaint and it has now agreed to additional action to remedy Mr X’s remaining injustice.

Bristol City Council (23 017 332)

Statement Upheld Special educational needs 28-Jul-2024

Summary: We found fault on Ms B’s complaint about the Council failing to consider and decide her request for an Education, Health and Care needs assessment for her daughter C within statutory timescales. The 20-week timescale was missed by seven months. The agreed action remedies the injustice caused.

Bristol City Council (23 019 585)

Statement Upheld Alternative provision 02-Aug-2024

Summary: Miss X complains the Council did not properly deal with educational and special educational needs provision for her daughter Y. The Council did not provide suitable full-time education for Y. Y suffered a loss of educational provision. The Council has offered Miss X an appropriate remedy.

Bristol City Council (23 018 415)

Statement Upheld Antisocial behaviour 19-Aug-2024

Summary: Ms X complained about the way the Council dealt with her reports of anti-social behaviour. The Council failed to properly monitor and keep Ms X updated on the actions of the ASB case review. The Council’s complaint handling and communication was also inadequate. These faults caused Ms X distress, frustration and uncertainty. The Council has already apologised and offered a financial remedy for complaint handling. The Council will make a further payment to recognise the personal injustice to Ms X and remind staff of the statutory guidance on ASB case reviews.