Decision search
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London Borough of Bromley (24 020 576)
Statement Closed after initial enquiries Highway repair and maintenance 28-Feb-2025
Summary: We will not investigate Mr B’s complaint that his car was damaged by a pothole. This is because it is reasonable for Mr B to take the Council to court.
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Manchester City Council (24 020 629)
Statement Closed after initial enquiries Parking and other penalties 28-Feb-2025
Summary: We will not investigate this complaint about the Council’s enforcement of a penalty charge notice as the Council has provided the outcome the complainant sought.
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Teignbridge District Council (24 020 764)
Statement Closed after initial enquiries Refuse and recycling 28-Feb-2025
Summary: We will not investigate Mrs B’s complaint that fault by the Council resulted in her suffering injuries putting her bins out during adverse weather. This is because it is reasonable for Mrs B to put in a compensation claim, and if needed, take the Council to court.
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Isle of Wight Council (23 021 055)
Statement Upheld Homelessness 28-Feb-2025
Summary: Miss P complains about a delay in the Council increasing her banding for its housing register. She also complains, when she was homeless, the Council said it could not accommodate her emotional support dog, despite her asking for it as a reasonable adjustment under the Equality Act. We uphold the complaint about the housing of the dog, although for a shorter period than Miss P’s complaint relates to. Miss P says the issues have been distressing and had a negative effect on her mental health. The Council has agreed to our recommended remedy, for the uncertainty and unnecessary time and trouble this will have caused her.
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London Borough of Haringey (24 000 058)
Statement Upheld Allocations 28-Feb-2025
Summary: Ms X complained she is living in a temporary care home placement. She said she lives outside the area of her home and cannot return as it no longer meets her needs. Ms X said this has impacted her quality of life. There was fault in the way the Council did not complete assessments using up to date information in a timely way. There was also fault with the Council complaint handling. This fault distressed Ms X and caused her uncertainty. The Council should apologise, make a financial payment, issue guidance to its staff and fully assess Ms X’s circumstances.
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City of Bradford Metropolitan District Council (24 000 904)
Statement Upheld Residential care 28-Feb-2025
Summary: Mrs Y complained that her late father, Mr W, experienced avoidable injuries during his short time at a Council commissioned residential care home. She also says that staff did not communicate with her properly about the incident and did not properly investigate. We find the home failed to properly assess Mr W’s risks and at the frequency agreed in his care plan. Although we cannot say that Mr W’s fall was preventable, the fault has caused uncertainty for which the Council should apologise and make a symbolic payment for. The home has already implemented some service improvements following Mrs Y's complaint.
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Lancashire County Council (24 001 429)
Statement Upheld Special educational needs 28-Feb-2025
Summary: Mrs X complains the Council delayed in issuing her child’s education, health and care (EHC) Plan, it failed to provide a suitable education when her child was out of school and it failed to communicate with her effectively. The Council is at fault for failing to respond to Mrs X’s complaints and for delays in finalising her child’s EHC Plan. We are unable to investigate matters relating to provision because Mrs X has used her right of appeal. The faults we identified caused an injustice and the Council has agreed to remedy the injustice caused by apologising to Mrs X, providing her with a remedy payment to acknowledge the avoidable distress caused and it has agreed to respond to her outstanding complaint.
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Oxfordshire County Council (24 001 593)
Statement Upheld Special educational needs 28-Feb-2025
Summary: Mrs Y complains that her son, D, was out of school during an important phase of his secondary education and the Council did not fulfil its duties to ensure he received suitable educational provision. Mrs Y also complains about some parts of the Education Health and Care planning process. For the parts of the complaint within our jurisdiction, we find fault because the Council did not act quickly enough to arrange provision once it became aware D had stopped attending school. The provision later put in place was less than agreed. 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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North Yorkshire Council (24 002 654)
Statement Upheld Special educational needs 28-Feb-2025
Summary: Ms J complained the Council did not provide sufficient alternative provision when it became apparent her child was unable to attend her school. We found the Council at fault. The Council has agreed to make a payment to Ms J and to her child in recognition of injustice caused to them.
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Wirral Metropolitan Borough Council (24 004 541)
Statement Upheld Charging 28-Feb-2025
Summary: Mrs X complained the Council failed to properly finance her mother’s care when her funds fell below the financial threshold. The Council is at fault for mistakes made within the financial assessment and delay completing it. This caused financial and emotional distress.