Nottingham City Council (22 017 711)

Statement Upheld Private housing 21-Apr-2024

Summary: Mr B complained on behalf of his mother Mrs C, that the Council failed to identify that the soffits and fascia on the roof of her property needed repairing or replacing before carrying out grant-funded work to install external wall insulation. We consider the Council has made a reasonable proposal to resolve the situation.

Nottingham City Council (22 014 496)

Statement Upheld Antisocial behaviour 29-May-2024

Summary: Mr X complained about the Council’s decision not to take enforcement action for an overgrown hedge and delays in complaint handling. We find fault which caused Mr X avoidable uncertainty and frustration. The Council should review its decision, apologise to Mr X and make a symbolic payment for injustice caused to him.

Nottingham City Council (23 015 348)

Statement Upheld Disabled facilities grants 21-Jul-2024

Summary: The Council took too long to decide on Ms X’s application for disabled adaptations to her Council tenancy. The Council failed to include Ms X in its consideration of the possible options, wrongly refused some works because it decided others were infeasible, and included irrelevant factors in its decision making. The Council has agreed to apologise, start the works to provide a step-lift, discuss other adaptations options with Ms X, make a new decision, and make a payment to Ms X. It should also act to improve its services.

Nottingham City Council (23 008 983)

Statement Upheld Homelessness 25-Jul-2024

Summary: Miss H complains that, after applying to the Council as homeless, it kept moving her and her son, sometimes to unsuitable accommodation. And she missed out on properties, as the Council had not updated her housing register application. She also complains the Council’s communications were poor. We uphold the complaint because the Council kept Miss H’s family in hotel accommodation for too long and did not advise her of what the law says about this, including a delay in advising her of her rights of appeal. Its fault over her housing register application also meant she missed out on properties she would have been successful for. The Council has agreed to our recommendations.

Nottingham City Council (23 013 929)

Statement Upheld Homelessness 29-Jul-2024

Summary: Miss Y complained about the way the Council dealt with the information she provided about risk areas for her homelessness application. We have found fault by the Council, causing injustice, in failing to: update the information Miss Y provided about her risk areas, record this in one place and properly check its case notes; properly handle its contact with her about a potential accommodation offer; and its poor complaint handling. To remedy this injustice the Council has agreed to: apologise; make a payment to reflect the distress caused; and service improvements.

Nottingham City Council (23 021 066)

Statement Upheld Other 31-Jul-2024

Summary: The Council was at fault for refusing to consider Mr B’s complaint properly under the Children Act 1989 complaints procedure. It will now do so.

Nottingham City Council (23 020 647)

Statement Upheld Assessment and care plan 08-Oct-2024

Summary: There was a year’s delay by the Council in arranging the financial affairs of a person without capacity when family members with power of attorney stood down. This was fault and caused unnecessary concern, time and trouble. The Council will apologise, progress the application for deputyship, keep Ms X informed and ensure expenses are reimbursed when the deputyship is in place. The complaint is upheld.

Nottingham City Council (24 006 546)

Statement Upheld Refuse and recycling 06-Nov-2024

Summary: We will not investigate this complaint about missed recycling waste collections. The Council has now taken satisfactory action in response to the complaint.