Decision search
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Royal Borough of Kensington & Chelsea (24 019 639)
Statement Closed after initial enquiries Other 20-Feb-2025
Summary: We will not investigate this complaint about the actions of a former employee of a Council-commissioned service. Complaints about their actions while employed by the Service are late and there is not a good reason for Mr X’s delay in bringing them to us. Events after the person left employment by the Service are not an administrative function of the Council, and we have no power to investigate them. In any event, we could not say any fault by the Service caused the injustice Mr X alleges.
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Westminster City Council (24 019 640)
Statement Closed after initial enquiries Other 20-Feb-2025
Summary: We will not investigate this complaint about the actions of a former employee of a Council-commissioned service. Complaints about their actions while employed by the Service are late and there is not a good reason for Mr X’s delay in bringing them to us. Events after the person left employment by the Service are not an administrative function of the Council, and we have no power to investigate them. In any event, we could not say any fault by the Service caused the injustice Mr X alleges.
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Tameside Metropolitan Borough Council (24 001 193)
Statement Upheld Assessment and care plan 20-Feb-2025
Summary: Mrs X complained about the care provided to her late husband, Mr Y, at the Council commissioned care home. There was fault in the care home’s failure to ensure Mr Y’s medication was reviewed when he struggled with swallowing. It has already apologised for the uncertainty this caused. It also failed to ensure it kept all Mr Y’s records. The Council has agreed to ensure the care home has taken action to prevent a recurrence of these faults. There was no fault in the way the Council identified the placement or charged Mr Y for his care.
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Grey Gables (New Milton) Ltd (24 001 663)
Statement Closed after initial enquiries Residential care 20-Feb-2025
Summary: We will not investigate Mrs X’s complaint about a care provider refusing to provide a copy of her mother in law’s contract and care invoices. This is because there is another body better placed to consider the complaint.
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Rochdale Metropolitan Borough Council (24 002 363)
Statement Upheld Disabled facilities grants 20-Feb-2025
Summary: Mr C complains about delays in adaptations for his father, Mr D. The Council is at fault for failing to properly approve a grant application and in its communication with Mr C. This has resulted in delays in Mr D’s adaptations, and caused Mr C frustration, time and trouble. To remedy the complaint the Council has agreed to make an apology, symbolic financial payment and service improvements.
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London Borough of Newham (24 002 675)
Statement Not upheld Antisocial behaviour 20-Feb-2025
Summary: There is no fault by the Council. The Council has investigated complaints about noise and anti-social behaviour but determined that the noise from children playing and doors banging is not a statutory nuisance.
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Erewash Borough Council (24 002 986)
Statement Upheld Building control 20-Feb-2025
Summary: We will not investigate this complaint about the Council’s failure to act on Ms X’s concerns that new flats next to her home lack soundproofing and cause noise nuisance. There is not enough evidence of fault in the way the Council considered her complaint. The Council has recognised it delayed in responding to Ms X. This is fault. However, it has apologised for this, and I consider this to be a suitable remedy to this part of the complaint.
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London Borough of Hounslow (24 004 085)
Statement Upheld Homelessness 20-Feb-2025
Summary: Ms X complained about the suitability of accommodation provided by the Council and said she lived in an unsuitable property with her family for longer than necessary. We have found fault but consider the agreed action of an apology and symbolic payment provides a suitable remedy.
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London Borough of Islington (24 004 400)
Statement Upheld Residential care 20-Feb-2025
Summary: Ms X complained a care home commissioned by the Council failed to provide her relative Mr Y with adequate personal hygiene care or change his sheets. She also complained it failed to take appropriate action when Mr Y had bruising and a scratch. We upheld the complaint. Care was not person-centred or dignified and the care home did not maintain adequate records. This caused avoidable distress. The Council will make a symbolic payment, issue an apology and a written reminder to staff in the complaints team about the wording of the Council’s complaint policy.
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Hertfordshire County Council (24 004 447)
Statement Upheld Special educational needs 20-Feb-2025
Summary: Mrs C complains about delays in her son’s D’s Education, Health and Care plan reviews and in alternative provision. The Council has accepted fault, and agreed to apologise, make symbolic payments, and service improvements.