Decision search
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Transport for London (24 021 232)
Report Upheld Other 09-Oct-2025
Summary: We have found Transport for London’s (TfL) operation of its vehicle scrappage schemes failed to: be open, accountable and transparent about its process for handling applications to these schemes; and follow a proper process for making, and publicising, changes to the schemes’ terms and conditions and their operation. This has caused uncertainty and misled the public about the way it administers and determines applications to these schemes.
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Leicester City Council (24 005 927)
Report Upheld Homelessness 09-Oct-2025
Summary: Mr X complained that the Council failed to provide sufficient support with his homelessness and housing application and that it also failed to provide suitable accommodation for him and his family. As a result, Mr X and his family have been living in unsuitable accommodation for longer than necessary which has caused significant distress. Mr X also considers that this has been detrimental to the health and development of his children.
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Statement Upheld Alternative provision 07-Oct-2025
Summary: Ms D complained the Council has failed to provide her daughter J with suitable full-time education that met her special educational needs. We found delay in putting provision in place which caused J to miss out on some education. The Council has agreed to make a payment to Ms D to remedy the injustice that caused.
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Worcestershire County Council (24 018 517)
Statement Closed after initial enquiries Assessment and care plan 07-Oct-2025
Summary: We will not investigate Miss X’s complaint about not receiving any care and support services at home for four days. This is because we could not add to the investigation already carried out by the Council.
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London Borough of Bromley (24 019 703)
Statement Upheld Council tax 07-Oct-2025
Summary: We have found fault causing injustice. The Council delayed and mishandled Mr X’s Single Person Discount application, proceeded to summons while eligibility for a backdated discount was unresolved, and communicated inconsistently, giving incorrect information about court costs and failing to follow recorded communication preferences. This caused avoidable distress and time and trouble, and the Council has agreed to our recommendations.
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Salford City Council (24 019 742)
Statement Closed after initial enquiries Council tax 07-Oct-2025
Summary: We will not investigate this complaint about the Council’s handling of council tax recovery. This is because there is insufficient evidence of fault by the Council to warrant an investigation.
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Devon County Council (24 019 922)
Statement Upheld Child protection 07-Oct-2025
Summary: Mr and Mrs X complained the Council refused to investigate their complaint about matters related to the safeguarding of their grandchildren. The Council was at fault for not considering relevant matters in its decision to refuse Mr and Mrs X’s complaint. It will apologise to Mr and Mrs X for the avoidable frustration caused by its fault, re-take its decision in line with the statutory guidance and take steps to prevent recurrence of the same fault.
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Stoke-on-Trent City Council (24 004 378)
Statement Upheld School transport 07-Oct-2025
Summary: We found fault on Mrs D’s complaint about the Council failing to pay the full amount of backdated Personal Travel Budget for her children’s home to school transport. It failed to give information when it made the payment showing how it had been calculated. This caused some confusion and frustration. It also failed to keep minutes of appeal panel hearings although has now changed its practice. The agreed action remedies the injustice caused.
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Bournemouth, Christchurch and Poole Council (24 011 583)
Statement Upheld Residential care 07-Oct-2025
Summary: Mr X complains on behalf of Mr Y that Care South, on behalf of the Council, failed to deal with adult social care properly, causing distress. Care South did not fully satisfy the conditions in Mr Y’s Deprivation of Liberty Safeguards (DoLS) or follow its complaints process properly. Mr X suffered delay. Care South has apologised for a delay in its complaints process. The Council should apologise to Mr X and pay Mr X £200 for avoidable distress.
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West Sussex County Council (24 011 946)
Statement Upheld Alternative provision 07-Oct-2025
Summary: We found the Council delayed issuing Y’s Education Health and Care Plan and failed to provide alternative education between March 2024 and September 2024. We recommended an apology and a payment to recognise the impact.