Bury Metropolitan Borough Council (23 012 103)

Statement Upheld Housing benefit and council tax benefit 06-May-2024

Summary: Ms X complains about the Council’s decision to refuse her application for a Discretionary Housing Payment causing distress and financial hardship. We have found no evidence of fault in the way the Council consider Ms X’s request for a Discretionary Housing Payment. But we found fault in the Council decision letter to Ms X about her application. The Council has apologised and provided a full explanation for its decision to Ms X which is suitable action for it to take. So, we have completed our investigation.

Bury Metropolitan Borough Council (23 008 274)

Statement Upheld Alternative provision 16-May-2024

Summary: Ms X complained the Council failed to provide an education for her child since leaving school and the apprenticeship broke down. We found fault with the Council for delaying reviewing Ms X’s child’s Education and Health Care Plan for nearly two years outside the timescales. We also found fault with the Council failing to provide both provision in the Education and Health Care Plan and suitable education or training to a child aged between 16 and 18 years old for fifteen months. We also found fault with the Council for poor handling of Ms X’s contacts and complaints. The Council agreed to complete an annual review for Ms X’s child’s Education and Health Care Plan and produce a final amended Education and Health Care Plan. The Council also agreed to confirm the education provision it is putting in place for Ms X’s child. The Council agreed to provide training and guidance to staff about adhering to the review timescales and its responsibility to provide education and training to 16 to 18 year olds. The Council also agreed to Council apologise to Ms X and Y, pay Ms X £400 for the distress and inconvenience it caused and £1,000 for the uncertainty and lost opportunity it caused to Ms X’s child.

Bury Metropolitan Borough Council (23 010 168)

Statement Upheld Refuse and recycling 27-May-2024

Summary: Mrs C complained the Council repeatedly failed to collect her household waste and recycling despite being registered for an assisted collection which caused her avoidable frustration and distress. We found the Council at fault but consider the agreed action of an apology, symbolic payment and period of monitoring provides a suitable remedy.

Bury Metropolitan Borough Council (23 018 631)

Statement Upheld Council house sales and leaseholders 07-Jul-2024

Summary: We found fault by the Council on Mrs G’s complaint about its decision to cancel her Right to Buy application. It failed to make her a written offer within 8 weeks, failed to tell her of her right to seek a remedy through the courts when it cancelled her application, and failed to make and retain evidence of the request for advice, along with the advice received, from a third party. The agreed action remedies the injustice caused.

Bury Metropolitan Borough Council (23 017 296)

Statement Upheld Antisocial behaviour 13-Aug-2024

Summary: Mrs X complained the Council did not properly consider her concerns about a build-up of waste outside her neighbour’s property. She says this has caused avoidable stress and anxiety to the family and means she cannot use parts of her house or garden. We found fault by the Council. The Council has agreed to provide Mrs X with an apology and financial remedy, and to review the case to identify what further action may be taken.

Bury Metropolitan Borough Council (23 021 394)

Statement Upheld Parking and other penalties 21-Nov-2024

Summary: Mr X complained about the Council’s handling of his vehicle crossover extension application. We found the Council at fault for significant delays quoting for the work, and in responding to Mr X’s complaint. This caused Mr X avoidable distress which the Council agreed to remedy.

Bury Metropolitan Borough Council (24 005 516)

Statement Upheld Alternative provision 24-Jan-2025

Summary: Ms X complained the Council failed to arrange alternative provision for her child, W, when they stopped attending school in November 2022. The Council was at fault for failing to consider Ms X’s medical evidence. This caused Ms X avoidable upset and frustration for which the Council will apologise and pay her £150.

Bury Metropolitan Borough Council (24 016 889)

Statement Upheld Allocations 19-Feb-2025

Summary: We will not investigate this complaint about a property the Council offered to the complainant in error. This is because the Council has provided a satisfactory response.

Bury Metropolitan Borough Council (23 020 511)

Statement Upheld Enforcement 17-Mar-2025

Summary: Mr X complained the Council has failed to properly investigate his concerns about unauthorised development and activities at an industrial site next to his home which are unsightly and cause noise nuisance. We found the Council’s failure to properly investigate Mr X’s concerns about the use and appearance of the site in a timely manner is fault. This fault has caused Mr X frustration, distress and uncertainty. The Council has agreed to apologise and make a payment to Mr X to address this injustice. It has also agreed to take action to improve its service.

Bury Metropolitan Borough Council (24 008 800)

Statement Upheld Refuse and recycling 24-Mar-2025

Summary: Mr X complained the Council has repeatedly failed to collect his household waste and recycling as scheduled over a significant period. We found the Council’s failure to properly address the issue of restricted access to the back street and to ensure household waste and recycling could continue to be collected as scheduled is fault. As is the failure to communicate with residents regarding any proposed or implemented changes to the waste collection service. As a result Mr X now takes all his waste and recycling to the Household Waste and Recycling Centre. The Council has agreed to apologise for this fault and make a payment to Mr X, and to review the waste collection arrangements for Mr X’s street.