London Borough of Ealing (23 013 270)

Statement Upheld School transport 08-Apr-2024

Summary: Ms A complained that in March 2023 the Council wrongly stopped her son, B’s, school transport. She also said the Council took a long time to overturn its decision and it did not accept her complaints about the appeals process she made in November 2023. The Council was at fault for deciding to end B’s school transport. We also found the Council’s appeals policy and corporate complaints policy were misleading. The Council has already agreed to provide school transport for B and to our further recommendations at the end of this decision on how to remedy the injustice its actions caused to Ms A and B.

London Borough of Ealing (23 005 023)

Statement Upheld Enforcement 22-Apr-2024

Summary: We found fault on Mrs B’s complaint about the way the Council considered a Minor Material Amendment application for a neighbour’s development. It failed to record her concerns made during a call, pass them to the decision maker, or carry out a third site visit. It missed an opportunity to establish the correct site ground levels and did not deal with her complaint correctly. The agreed action remedies the injustice caused. I am satisfied it considered her main representations and properly considered whether this was the correct application to make.

London Borough of Ealing (22 015 235)

Statement Upheld Alternative provision 05-Jun-2024

Summary: Miss X complained the Council failed to provide her daughter with alternative education when she was unable to attend school due to anxiety and bullying. She also complained about the Council’s complaints process. The Council upheld some parts of the complaint and Miss X has received an appropriate remedy. We do not propose anything further.

London Borough of Ealing (23 007 815)

Statement Upheld Planning applications 10-Jun-2024

Summary: X complains about the way the Council has dealt with their communications about a planning decision made in 2020, and a subsequent complaint. We have concluded the investigation on the basis the Council is at fault and has caused an injustice.

London Borough of Ealing (24 000 008)

Statement Upheld Domiciliary care 20-Aug-2024

Summary: Mrs Y complained the Council failed to arrange suitable care for her mother, Mrs X, when she was discharged from hospital. Mrs Y said this meant she and her sister, Ms W, had to provide the care instead. The Council was at fault for delay in arranging a new care provider to help Mrs X, when the original provider did not work out. This caused Mrs Y and her sister Ms W avoidable frustration and upset, for which the Council will apologise. The Council will also identify why the delay happened and what steps it needs to take to prevent similar fault in future.

London Borough of Ealing (23 014 586)

Report Upheld Homelessness 21-Aug-2024

Summary: Miss X complained about how the Council dealt with her housing application when she was pregnant and homeless having fled domestic abuse.

London Borough of Ealing (23 020 294)

Statement Upheld Enforcement 29-Aug-2024

Summary: X complained about how the Council dealt with an extension on their neighbour’s land. X is concerned a flat roof could now be used as a roof terrace, which would reduce privacy in X’s garden. We found fault in the way the Council made its decision. This is because it did not use a condition controlling roof terraces on flat roofs it had imposed on an earlier approval for this site, and there was nothing written in the case officer report to explain why. However, we did not consider that the fault caused an injustice. This is because the roof is not used as a terrace and further permission would be needed to fit safety railings.

London Borough of Ealing (23 017 512)

Statement Upheld Special educational needs 29-Sep-2024

Summary: Ms X complained the Council failed to secure J’s special educational provision and delayed issuing a final Education, Health and Care (EHC) Plan. Ms X also said the Council failed to discharge its education duties when J stopped attending school. We have found the Council at fault for the delay in issuing J’s EHC Plan and for parts of its complaint handling. We have made recommendations to remedy the injustice we believe this caused. We have found the Council at fault for not properly recording its decisions about alternative education provision. However, this did not cause an injustice. We have not found the Council at fault for failing to secure the special education provision in J’s EHC Plan. There are parts of Ms X’s complaint we cannot investigate. We explain why in our decision statement.

London Borough of Ealing (23 011 160)

Statement Upheld Allocations 07-Oct-2024

Summary: Miss X complained about the way the Council dealt with her housing application. We found no fault in the way the Council made its decision. However, we found fault with the Council’s delay in completing a review. This caused frustration to Miss X and the Council will apologise for this and make service improvements.

London Borough of Ealing (24 001 182)

Statement Upheld Allocations 24-Oct-2024

Summary: Mr X complained the Council should have awarded his household higher housing priority. He said the Council did not have regard for the available evidence, or the impact of the accommodation, when it made its decision. We have found the Council at fault for a delay in completing its review of Mr X’s housing priority. We have made recommendations to remedy the injustice we believe this caused. We have not found the Council at fault for how it made its decision about Mr X’s housing priority. We cannot therefore question the merits of that decision.