Decision search
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Kent County Council (24 004 906)
Statement Not upheld Safeguarding 04-Mar-2025
Summary: Mr X complained about the Council’s safeguarding investigation into concerns about his mother and the Council’s delay in providing an advocate for him. He said this caused him significant frustration, distress and uncertainty with his own vulnerabilities. We did not find the Council at fault.
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London Borough of Tower Hamlets (24 005 624)
Statement Upheld Council tax 04-Mar-2025
Summary: Ms X complained of the Council’s handling of her council tax bill. This included issuing multiple confusing bills and failing to give a refund she was eligible for. Ms X also says the Council stopped her council tax reductions and failed to inform her of this. The Council was at fault for its poor communication regarding the refund. It was also at fault for its delayed complaint responses. However, the Council was not at fault for issuing multiple bills or how it assesses council tax reductions. The Council agreed to apologise and make a payment to Ms X to recognise the distress, frustration and uncertainty its poor communication caused.
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Newcastle upon Tyne City Council (24 006 825)
Statement Closed after initial enquiries Other 04-Mar-2025
Summary: We will not investigate this complaint about Mr X’s dissatisfaction with various Council services operated in his locale, including grass cutting, weed removal and litter collection. This is because there is insufficient evidence of fault by the Council or injustice caused to Mr X to warrant an investigation.
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Worcestershire County Council (24 006 871)
Statement Upheld Alternative provision 04-Mar-2025
Summary: Miss X complained the Council failed to ensure her son, Y received a suitable education after he stopped attending school in January 2024 due to anxiety. The Council accepted it should have put alternative provision in place for Y between May and July 2024. It agreed to apologise to Miss X and make payments to her to recognise Y’s missed education and for the distress and frustration caused.
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Suffolk County Council (24 008 675)
Statement Upheld Special educational needs 04-Mar-2025
Summary: Miss B complained the Council delayed agreeing to reassess her son’s education, health and care plan, delayed seeking advice, delayed issuing a final education, health and care plan, failed to consult the relevant professionals and failed to respond to her correspondence. Based on current evidence the Council delayed confirming it would carry out a reassessment, in seeking advice and issuing a final EHC Plan and failed to respond to some of Miss B’s correspondence. That delayed Miss B’s appeal rights and has left her with distress and uncertainty. An apology and payment to Miss B is satisfactory remedy.
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London Borough of Hammersmith & Fulham (24 008 841)
Statement Upheld Homelessness 03-Mar-2025
Summary: Mr X complained about the way the Council handled his homelessness application. We found fault with the Council’s delay in preparing a Personal Housing Plan for Mr X and in the way it carried out its prevention duty for him. We also found fault in the way the Council communicated with Mr X. The Council’s fault caused injustice to Mr X. The Council has agreed to apologise, to review Mr X’s Personal Housing Plan and to issue a decision ending its prevention duty for Mr X. It has also agreed to make a symbolic payment to recognise Mr X’s distress and to review the Council’s prevention duty process.
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Devon County Council (24 009 626)
Statement Upheld Friends and family carers 03-Mar-2025
Summary: Miss B complained that the Council had failed refund deductions of child benefit from her Special Guardian Allowance to 2019 when she became a special guardian. We found the Council failed to properly consider whether Miss B’s circumstances merited a backdated payment over a longer period. However, the Council has now offered to make a payment of approximately £6,300, representing the deductions back to 2019. We are satisfied this adequately remedies the injustice to Miss B.
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London Borough of Tower Hamlets (24 010 862)
Statement Upheld Traffic management 03-Mar-2025
Summary: Mr X complained the Council allowed road closures and roadworks to be carried out at both ends of the road where he lived at the same time. Mr X is a wheelchair user and had a disabled parking space at his address. He says the road closures and works undertaken prevented him from being able to use his car. Mr X says this caused him to miss medical appointments and negatively impacted his social life. We found fault by the Council. The Council has agreed to apologise to Mr X and provide a financial remedy.
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Buckinghamshire Council (24 013 488)
Statement Upheld Special educational needs 03-Mar-2025
Summary: We have upheld Mrs X’s complaint about delays in the Education, Health and Care needs assessment process for her child, Y. The Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.
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City of Doncaster Council (24 013 854)
Statement Upheld Special educational needs 03-Mar-2025
Summary: We cannot investigate this complaint about the Council’s decision not to name a school in an Education, Health, and Care Plan. Miss X has already appealed the Council’s decision, and the law does not allow us to investigate. Nor will we investigate any complaint about delays in finalising the plan. This is because the Council upheld this part of Miss X’s complaint and agreed to remedy her outstanding injustice.