There are 9 results (please note that to maintain confidentiality, we do not publish all our decisions)
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Statement Upheld Special educational needs 28-Apr-2024
Summary: Miss X complained the Council delayed issuing an Education, Health and Care Plan for her child and then failed to provide the specialist provision in her Plan. Miss X says this affected her and her child’s mental health, and she suffered financial loss as she had to obtain professional reports. Miss X also complained about the Council’s communication with her. There were faults by the Council with its complaint handling and its poor communication with Miss X. But the Council’s faults caused no significant injustice to Miss X.
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Statement Upheld Allocations 16-Jun-2024
Summary: Ms X complained that the Council failed to properly consider her request to join the housing register. She says it decided she could afford to house herself based on out-of-date information about her income. We found no fault in the way the Council considered Ms X’s request to join the housing register. But it failed to give her an opportunity to appeal its decision and failed to act on its duty to make enquiries and decide what, if any, homelessness duty it owed her. In recognition of the injustice caused, the Council has agreed to apologise to Ms X, make a payment to her and contact her to discuss her housing situation.
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Statement Upheld Special educational needs 23-Jun-2024
Summary: Miss X complained the Council failed to meet her child’s special educational needs and to issue her final Education, Health and Care Plan. Miss X also complained the Council failed to provide her with an advocate and it failed to conduct a carer’s assessment for her. Miss X said this affected her and her child’s mental health, and she suffered financial loss. There were some faults by the Council which caused injustice to C and Miss X. The Council will take action to remedy the injustice caused.
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Statement Upheld School admissions 10-Jul-2024
Summary: Mrs Y complains the Council took too long to offer a school place to her son, D, when she stopped providing home education. She says D missed a significant amount of education due to the Council’s delay. We find the Council did not comply with the timescales in the statutory guidance and its own policy which caused significant injustice to D. To remedy the injustice caused by fault, the Council has agreed to complete the actions listed at the end of this statement.
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Statement Upheld Special educational needs 24-Jul-2024
Summary: We have found fault with the Council for how it handled Mrs X’s son (Y) post-16 education transfer. The Council delayed the Education Health Care Plan review, did not consider its Section 19 duty, and did not deliver alternative education provision while Y was waiting for a suitable post-16 placement. This fault caused Y to miss out on education and special educational need provision. It also delayed Mrs X’s appeal rights and caused the whole family avoidable distress.
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Statement Upheld Allocations 29-Aug-2024
Summary: Miss X complained about the Council’s decision to refuse her application to join its housing register. We found the Council to be at fault because it did not properly consider the evidence provided by Miss X. The Council has agreed to apologise and make a modest payment to acknowledge her frustration, time and trouble. It will also reconsider her application and take action to improve its service.
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Statement Upheld Refuse and recycling 03-Sep-2024
Summary: We found fault due to service failure by the Council on Miss D’s complaint about it missing waste bin collections. There were failures to collect her waste in 2022, 2023, and 2024. The agreed action remedies the injustice caused.
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Statement Upheld Council tax 23-Jan-2025
Summary: Mr X complained the Council charged him Council Tax on a property he did not own and failed to give him an opportunity to dispute the charge before it took enforcement action against him. The Council was at fault. It accepted it billed Mr X in error. It apologised, offered Mr X a financial payment and changed its processes. We are satisfied with the Council’s actions.
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Statement Upheld Homelessness 21-Mar-2025
Summary: Ms X complained about the Council’s advice when she was given an eviction notice by her landlord. We found the Council at fault. The Council has offered to cover Ms X's court costs and make a payment in recognition of her time and trouble in making a complaint. The Council has agreed to make a further payment in recognition of the distress caused by its fault. The Council has also agreed to carry out service improvements to avoid a repeat of the fault identified.