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Royal Borough of Windsor and Maidenhead Council (23 020 502)
Statement Upheld Homelessness 23-Jan-2025
Summary: Miss Y complained about the Council’s response to her approach as homeless and failure to provide her with emergency accommodation. We have found fault by the Council, causing injustice, in failing to: respond properly to her request for assistance when she told it she was experiencing domestic abuse; properly assess its duties to Miss Y under the Housing Act 1996, in particular the duty to provide interim accommodation; carry out a review of its decision about her homelessness; and with its delays and communication failures. The Council has agreed to remedy this injustice by apologising to Miss Y, making a payment to reflect the distress caused and service improvements.
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Hertfordshire County Council (23 020 740)
Statement Upheld Special educational needs 23-Jan-2025
Summary: Mrs X complained about the way the Council managed her child’s move into post-16 education. Mrs X said this caused her distress and her child missed out on some of their special educational provision. We have found the Council at fault for not providing all the special educational needs provision after Mrs X’s child started post-16 education and for the way it dealt with other aspects of her complaint. To remedy the injustice caused the Council agreed to apologise to Mrs X, make payments for the distress caused and loss of provision to Mrs X’s child, and carry out some service improvements.
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Statement Upheld Special educational needs 23-Jan-2025
Summary: Ms X complained about the way the Council dealt with her son’s education. The Council was at fault for failing to properly consider its section 19 duties and its delay in issuing Y’s education, health and care plan. This caused distress, frustration and uncertainty to Ms X and Y. The Council will make a payment to recognise this and make service improvements.
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London Borough of Lambeth (24 000 532)
Statement Upheld Homelessness 23-Jan-2025
Summary: Miss E complains the Council placed her in temporary accommodation where there were multiple and recurrent maintenance and vermin issues. But the Council did not take her reports about these seriously and the problems continued for over a year. Miss E seeks a move to suitable permanent accommodation. Our decision is there were delays in the first period of Miss E’s complaint. The Council has agreed to our recommendation of a symbolic remedy as recognition of the injustice from this.
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New Forest District Council (24 001 181)
Statement Upheld Antisocial behaviour 23-Jan-2025
Summary: Mr B says the Council failed to make reasonable adjustments when arranging a meeting with him and failed to act on antisocial behaviour he experienced. There is no fault in how the Council dealt with the antisocial behaviour concerns Mr B raised. The Council failed to address the concerns Mr B raised before the meeting and delayed dealing with his logs of anti social behaviour. An apology, drawing up a policy on applying reasonable adjustments and a reminder to officers is satisfactory remedy.
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Bristol City Council (24 001 418)
Statement Upheld Enforcement 23-Jan-2025
Summary: Ms X complained the Council has failed to take enforcement action against a neighbour for breaching planning permission and building a rear extension too high. The Council is at fault for the severe delay in deciding whether to take enforcement action. This has caused Ms X distress, time and trouble. The Council has agreed to apologise and make a payment to Ms X. It will also decide whether to continue with enforcement action and carry out a review of its planning enforcement service.
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Kent County Council (24 001 526)
Statement Upheld Special educational needs 23-Jan-2025
Summary: Mrs X complained about how the Council failed to provide suitable education for her son, Y. There was fault with the Council’s actions. It was responsible for delays following a review of Y’s Education Health and Care plan, failed to properly consider whether it needed to make alternative arrangements for Y’s education and communicated with Mrs X poorly. This caused Mrs X avoidable worry, frustration and distress. The Council agreed to apologise, pay Mrs X a financial remedy and issue reminders to its staff.
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Herefordshire Council (24 001 758)
Statement Upheld Special educational needs 23-Jan-2025
Summary: Ms F complained about how the Council handled her son’s (Y) Education, Health, and Care plan process and how it communicated with her. We found the Council at fault for causing a six-month delay in the statutory process. It also failed to acknowledge and respond to much of her communication. In addition to its apology, it will make payment to Ms F to acknowledge the impact its faults caused.
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Statement Upheld Special educational needs 23-Jan-2025
Summary: We have found fault with the Council for the delays Mr X experienced during his daughter’s (Y’s) Education, Health and Care Plan process and for failing to meet its Section 19 duties. This fault caused Y to miss out on education, SEN provision and the social benefits of a school environment. The Council has agreed to remedy Mr X and Y’s injustice.
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West Sussex County Council (24 003 934)
Statement Upheld Special educational needs 23-Jan-2025
Summary: Mrs B complained the Council delayed in completing an education, health and care needs assessment for her child. We upheld the complaint, finding the delay caused injustice through a loss of education provision. The Council accepted these findings. At the end of this statement, we set out the action it has agreed to remedy that injustice.