Liverpool City Council (23 019 423)

Statement Upheld Looked after children 07-May-2024

Summary: We will not investigate this complaint about the Council’s Children’s Service. That is because the Council has agreed to follow the Children Act statutory complaints’ procedure.

Liverpool City Council (23 018 205)

Statement Upheld Parking and other penalties 17-Jun-2024

Summary: Mr X complains the Council failed to properly respond to his concerns about pavement parking which caused a road safety issue. When it did respond, the works it carried out were incorrect and not as agreed. We found there was fault with the Council’s response to the complaint and the works were not done correctly. We recommended an apology a modest payment and a date for remedial works to be completed.

Liverpool City Council (23 016 730)

Statement Upheld Alternative provision 24-Jun-2024

Summary: Ms X complained that the Council placed her son in unsuitable educational provision and delayed in issuing his education, health and care plan. We have not investigated these complaints because they are late. Ms X also complained that the Council failed to make suitable alternative provision for her son after his educational placement broke down and failed to deliver the provision in his education, health and care plan. We found fault on the Council’s part. In recognition of the injustice caused, it has agreed to make a payment to Mrs X.

Liverpool City Council (24 004 539)

Statement Upheld Council tax 07-Jul-2024

Summary: We will not investigate this complaint about a Liability Order because the matter has been remedied.

Liverpool City Council (23 018 774)

Statement Upheld Special educational needs 06-Aug-2024

Summary: There was a delay issuing Y’s final Education, Health and Care Plan naming his post 16 college placement. This caused avoidable distress, inconvenience and a delay in appeal rights. The Council will apologise, make symbolic payments and review its procedures to minimise the chance of recurrence.

Liverpool City Council (23 018 792)

Statement Upheld School transport 06-Aug-2024

Summary: There was delay by the Council in agreeing and putting in place transport for Y’s college placement and lateness by the taxi the Council commissioned. This caused avoidable distress, inconvenience and missed education. The Council will apologise and make payments.

Liverpool City Council (23 019 535)

Statement Upheld Other 13-Aug-2024

Summary: Ms T complained the Council had not taken appropriate action following her complaints that there are rats in her street. We found the Council at fault. The Council has agreed to apologise to Ms T, make a payment in acknowledgement of the injustice caused to her and to implement service improvements.

Liverpool City Council (24 004 962)

Statement Upheld Other 18-Aug-2024

Summary: We find the Council at fault for failing to complete the statutory children’s complaints procedure and closing Miss X’s complaint. The Council has re-started the statutory children’s complaints procedure. It will also make a symbolic payment to Miss X and apologise to her.

Liverpool City Council (24 006 177)

Statement Upheld Homelessness 27-Aug-2024

Summary: The Council was at fault for failing to provide Ms X with interim accommodation when it had reason to believe she might be homeless and in priority need. As a result, Ms X spent four weeks sleeping rough. The Council has agreed to apologise and make a payment to Ms X for the injustice this caused. Ms X had a right to review and then appeal the Council’s decision that she was not homeless. Therefore, we did not investigate Ms X’s complaint that this decision was wrong.

Liverpool City Council (24 005 148)

Statement Upheld Residential care 15-Sep-2024

Summary: Mrs X complains the Council was at fault in the way a care home it commissioned cared for her mother Mrs Y causing distress. We have found no evidence of fault by the Council in the way it has charged Mrs Y for her stay at the care home. We found no evidence of fault in the standard of care provided to Mrs Y over her weight and nutritional needs. The Council has accepted there was fault in the way the care provider responded to Mrs X’s complaints about the matter, apologised and offered a suitable remedy in recognition of the distress caused. We found fault in the way the care home dealt with Mrs Y’s hearing aids, glasses and clothing which has adversely impacted onto Mrs X. I have recommended a suitable remedy in this case, so we have completed our investigation.