Herefordshire Council (23 001 943)

Statement Upheld Council tax 04-Jun-2023

Summary: We will not investigate this complaint about late Council tax liability because the matter has been remedied.

Herefordshire Council (22 010 094)

Statement Upheld Enforcement 28-Jun-2023

Summary: Mrs X complained about how the Council dealt with her report of a breach of planning control near her home. Mrs X said the breach badly affected her living conditions and nearby buildings of historic interest. We found the Council at fault because of its avoidable delay and poor record keeping during its planning enforcement investigation. We did not find these faults affected the Council’s decision not to take enforcement action. The Council agreed to apologise to Mrs X and pay her £200 in recognition of the frustration, distress and time and trouble caused by its avoidable delays and poor record keeping.

Herefordshire Council (23 002 732)

Statement Upheld Rights of way 03-Oct-2023

Summary: Mr X complains the Council has not taken action to enforce a highway from being overgrown and unusable. The Council is at fault because it delayed taking action over the obstructed highway and did not deal with Mr X’s complaint properly. Mr X was unable to use the highway and remained unclear what action the Council were taking to deal with his complaint. The Council should remedy the highway obstructions and make service improvements.

Herefordshire Council (23 001 522)

Statement Upheld Other 27-Nov-2023

Summary: Miss X and Mr Y complain about the Council’s response to a data breach. We do not find fault in the way the Council reported the breach. However, we find it failed to adequately follow up Miss X and Mr Y’s concerns. The Council should apologise for the avoidable distress caused to Miss X and Mr Y and review whether any further action is necessary to support them. It should also make a symbolic payment of £250 to Miss X and Mr Y in recognition of the injustice caused and refund the costs of a security doorbell installed by Miss X.

Herefordshire Council (23 007 100)

Statement Upheld Highway repair and maintenance 30-Nov-2023

Summary: The Council failed to demonstrate how it considered its duties under the Equality Act through its highways policy. This fault caused Mr X uncertainty and distress about whether his rights were being upheld by the Council. The Council accepted fault, apologised to Mr X, and is reviewing its highways policy to demonstrate how it has met its equality duty. The Council has sufficiently remedied the injustice caused by agreeing to review its highways policy. It has agreed to provide us with evidence of this remedy being carried out.

Herefordshire Council (23 014 990)

Statement Upheld Rights of way 01-Feb-2024

Summary: We will not investigate Ms X’s complaint that the Council carried out works to a footpath on her land without consulting her. This is because the Council has apologised and agreed to improve its practices and these actions provide a suitable remedy for the complaint.

Herefordshire Council (23 009 025)

Statement Upheld Enforcement 05-Feb-2024

Summary: Mrs X complained about the Council’s failure to prevent floodlighting intruding on her home and garden and disrupting her and her family’s sleep. We found fault in the Council’s handling of the floodlight scheme near Mrs X’s home. However, we did not find the fault affected the Council’s decision that it could not take planning enforcement action against the floodlighting.

Herefordshire Council (23 006 249)

Statement Upheld Other 14-Mar-2024

Summary: Ms X complained about the Council’s actions after it removed her child D from her care. There was fault by the Council which prevented Ms X from receiving a response to her complaint via the statutory complaints procedure for children’s social care services. The Council agreed to apologise to Ms X and consider the complaint via the correct procedure without delay. It will also share our decision with relevant staff, and ensure it is considered by the relevant scrutiny committee and cabinet member.