City of York Council (23 011 019)

Statement Upheld Domiciliary care 17-Jun-2024

Summary: Mr B complained about the care provided by a care agency, the Council’s and the agency’s communications with him and the agency’s records. We have not found fault with the care provided by the agency or the Council’s and the agency’s communication with Mr B. However, there was some fault in the agency’s record keeping. The Council has agreed to apologise and to remind the agency of the importance of good record keeping.

City of York Council (23 013 454)

Statement Upheld Direct payments 26-Jun-2024

Summary: The complainant (Mr X) said the Council had failed to update his wife’s (Mrs X) direct payments with the inflationary increase from April 2023. We found fault with the Council’s lack of action as well as with the inadequate communication with Mr X and its failure to respond to his complaint. The Council’s fault caused Mr X frustration. He spent much time contacting the Council and other organisations. The Council agreed to apologise and make symbolic payments to recognise Mr X’s distress and his time and trouble. The Council also agreed to carry out some service improvements.

City of York Council (24 004 497)

Statement Upheld Highway repair and maintenance 20-Aug-2024

Summary: We will not investigate this complaint about an overgrown path because the problem has been resolved.

City of York Council (23 011 844)

Statement Upheld Other 14-Oct-2024

Summary: We found fault by the Council on Mr Y’s complaint about its failures for several years to ensure his son attended school. It failed to send him copy minutes promptly, delayed, failed to follow its own Practice Standards, and had weak management oversight. This caused him and his son distress. The agreed action remedies the injustice caused.

City of York Council (23 019 266)

Statement Upheld Assessment and care plan 12-Feb-2025

Summary: There was a long delay in reviewing the care package for Mr X which essentially left Mr and Mrs A to manage the care themselves. Subsequently there was a significant delay in resolving the Direct Payments budget for Mr X which caused considerable anxiety to his parents, Mr and Mrs A. The Council has agreed to apologise, offer a sum in acknowledgement of the distress caused by its failings, and take action to resolve the outstanding issues.

City of York Council (24 009 534)

Statement Upheld Building control 11-Mar-2025

Summary: Mr B complained that the Council had failed to take action to investigate a boiler flue in the neighbouring property which appeared to be too close to his boundary. It has also delayed in responding to his complaint and failed to keep in contact with him. We have found fault causing injustice. We agree with the Council’s proposal to investigate the flue now. The Council has also agreed to apologise to Mr B and pay him £150.