City of York Council (21 013 585)

Statement Upheld Parking and other penalties 03-Apr-2022

Summary: Miss X complained about the Council’s failure to issue a parking permit, poor handling of her complaint and failure to properly consider her request for compensation. Miss X said she incurred extra costs, frustration in finding alternative parking and chasing the Council’s response. We found the Council at fault and recommended it apologise to Miss X, pay £144.80 and act to prevent recurrence.

City of York Council (21 007 546)

Statement Upheld Allocations 04-Apr-2022

Summary: Ms X complained the Council failed to consider all her circumstances when determining her rehousing band, in particular the impact on her mental health. The re-banding decision was made on behalf of the Council by one of its partners. The Council is unable to demonstrate all evidence was taken into consideration which is fault. The Council has now given Ms X gold priority banding which is a suitable remedy.

City of York Council (21 012 834)

Statement Upheld Residential care 07-Apr-2022

Summary: We will not investigate this complaint about how the Council considered concerns Mrs X raised in relation to care her mother received whilst in a residential home. There is insufficient evidence of fault in how the Council considered the concerns to warrant further investigation. The Council was at fault for failing to explain the outcome of the investigation to Ms X. The Council has agreed to apologise to Mrs X and write to her with its findings. That remedies any injustice caused.

City of York Council (21 011 043)

Statement Upheld Assessment and care plan 15-Jun-2022

Summary: Mr X complained about the Council’s handling of his parents’ home care package and his complaints. There was fault in how the Council failed to review Mr X’s parents’ care plans and did not follow the correct safeguarding process when investigating some concerns about Mr X’s parents. The Council has already made some service improvements, and we have made further recommendations for it to address the personal injustice caused to Mr X.

City of York Council (21 016 917)

Statement Upheld Parking and other penalties 28-Jul-2022

Summary: Miss X complained the Council failed to consider the impact on her guest house business when it introduced its digital parking permits. Miss X also says the system is not flexible or suitable for guesthouse businesses when requesting or amending online permits. She says this has caused her frustration, confusion, and anxiety as well as monetary loss. We find fault with the Council for failing to properly explain its concessions and failing to consult trade organisations about implementing digital parking. This caused an injustice to Miss X, however, we are satisfied the Council has now remedied any injustice caused. We do not find fault with the Council for the implementation or flexibility of the online digital system.

City of York Council (21 016 898)

Statement Upheld Council tax 15-Aug-2022

Summary: Ms X complained about how the Council handled her council tax account. Specifically, she complained the Council failed to award her a single person discount and council tax support and delayed in updating her council tax account. The Council was delayed in updating Ms X’s account. However, it has apologised and offered to set up a payment plan which is appropriate to remedy the injustice caused. The Council was not at fault in how it awarded Ms X single person discount and council tax support.

City of York Council (21 011 789)

Statement Upheld Transition from childrens services 15-Aug-2022

Summary: Mr and Mrs X complained the Council poorly managed their child, Y’s, transition from children’s services to adult services as a care leaver. They say this caused them and Y distress and affected Y’s health. They also say the Council handled their complaint poorly. The Council is at fault. There were faults during the transition planning process and with complaints handling. The Council has agreed to apologise to Mr and Mrs X and Y, make remedy payments in recognition of the uncertainty and distress caused and act to improve its services.

City of York Council (21 013 797)

Statement Upheld Enforcement 25-Aug-2022

Summary: Mr X complained the Council failed to take appropriate and timely enforcement action regarding a breach of planning control near his home. He says his outlook is now unsightly and he has spent a significant amount of time and effort progressing the matter with the Council. We find the Council failed to update Mr X with the action it was taking causing injustice to him. We recommend it apologises to Mr X, pays him £300 and acts to prevent recurrence.

City of York Council (21 016 897)

Statement Upheld Assessment and care plan 29-Sep-2022

Summary: Ms X complained about the Council’s handling of her disabled son, Mr F’s care between 2020 and 2022 following a safeguarding investigation. There was fault identified by a safeguarding investigation around the care Mr F received at a care home commissioned by the Council. There was then poor communication and delay in putting funding in place when Mr F moved into a temporary care home. The Council agreed to apologise and pay Ms X a total of £600 to remedy the distress and uncertainty caused by the faults. There was no fault in the Council issuing Ms X with an invoice for outstanding care fee contributions or with how it managed Mr F’s move to a permanent supported living placement.

City of York Council (22 001 187)

Statement Upheld Charging 16-Oct-2022

Summary: Mrs F complained about the Council’s decision to apply a top up on her mother’s care charge contributions. She also complained about the advice and support she received. We found fault in the way the Council applied its top up charge and the support it provided Mrs F with finding suitable care homes for her mother. The Council agreed to apologise to Mrs F, remove its top up charges, and make payment to acknowledge the injustice this caused her.