Decision search
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London Borough of Lewisham (24 000 721)
Statement Not upheld Other 21-Feb-2025
Summary: Mr K complains the Council failed to respond properly to his complaints about a street refuse collection point. He says this caused pests and fly tipping. There is no fault by the Council.
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Coventry City Council (24 004 090)
Statement Upheld Other 21-Feb-2025
Summary: Ms X complained about failings by the Council’s Adult Social Care service to support both her and her adult son, Mr Y. We found the Council at fault for failing to follow-up on respite care, and for failing to properly consider what support it could offer when Mr Y’s behaviour escalated. The Council agreed to provide a symbolic financial remedy for the distress this caused. The Council was also at fault over the advice it gave on emergency accommodation, but this did not cause significant injustice.
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Bristol City Council (24 004 120)
Statement Upheld Special educational needs 21-Feb-2025
Summary: Ms X complains the Council failed to finalise her child’s education, health and care plan within statutory timeframes. This is fault and the delay resulted in Ms X’s child receiving the provision to meet her needs eight months later than she should have. The Council has agreed to remedy this injustice by apologising to Ms X and making a payment to her to acknowledge the loss of provision and the avoidable distress caused by the fault.
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Sandwell Metropolitan Borough Council (24 006 677)
Statement Upheld Allocations 21-Feb-2025
Summary: Miss X complained the Council has incorrectly assessed her priority on the housing register and failed to properly consider the extent of their overcrowding and how many bedrooms her family is short of their assessed need. The Council’s failure to have proper regard to the statutory overcrowding standards in this instance is fault. As is the significant delay in responding to Miss X’s complaint. These faults have caused an injustice. The Council has agreed to apologise to Miss X, make her a payment and re-assess her request for increased priority. It has also agreed to make service improvements.
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Devon County Council (24 007 318)
Statement Upheld Disabled children 21-Feb-2025
Summary: Mr X complained about the Council’s handling of his son, Y’s care. He also complained about delays in complaint handling. Mr X said this distressed him and Y did not receive the respite care specified in his Education, Health and Care Plan. The Council was at fault. It delayed completing the complaint process and Y missed respite provision. This frustrated Mr X and he was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and provide guidance to its staff.
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London Borough of Sutton (24 008 763)
Statement Upheld School transport 21-Feb-2025
Summary: The complainant complains that an appeal against a transport to school decision did not consider the issues she raised about why her son’s nearest school was not appropriate. Nor did it explain its reasoning to refuse her application. We uphold the complaint. The Council has agreed to our made recommendations.
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London Borough of Hounslow (24 009 301)
Statement Upheld Homelessness 21-Feb-2025
Summary: Mr X complained about the Council’s failure to provide him with interim accommodation. We find the Council was at fault for its failure to offer Mr X interim accommodation while it was making enquiries as to whether he was in priority need. This means Mr X was deprived of accommodation he was entitled to. The Council has agreed to our recommendations to apologise to Mr X and pay him £300 to reflect the time he was sofa surfing.
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London Borough of Tower Hamlets (23 008 946)
Statement Upheld Other 20-Feb-2025
Summary: Mr X complained the Council failed to properly store important information about a planning agreement with his landlord. This led to an avoidable delay in providing this information. Further, Mr X complained about the Council’s communication and its failure to consider and implement requested reasonable adjustments. He also complained the Council failed to meet its complaint timescales, failed to properly record his complaints, and failed to fully address the complaints he made. We have found the Council at fault for its communication with Mr X and for failing to have due regard to his requested reasonable adjustments. We have also found the Council at fault for its complaint handling and for examples of poor administrative practice. The Council has agreed to apologise, pay a symbolic financial remedy, and provide guidance to staff.
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East Sussex County Council (23 012 153)
Statement Not upheld Assessment and care plan 20-Feb-2025
Summary: There is no evidence of fault by the Council in the way it managed Mr X’s domiciliary care provision, or his complaints about this.
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London Borough of Camden (23 016 957)
Statement Upheld Homelessness 20-Feb-2025
Summary: Miss X complains about the Council’s handling of her homelessness application. We find fault with the Council for delay with the points review, and for sending correspondence to her old address after she told it not to. We have agreed a symbolic payment for the frustration and distress caused.