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London Borough of Hackney (23 020 018)
Statement Closed after initial enquiries Council tax support 11-Feb-2025
Summary: We cannot investigate Ms X’s complaint about Council tax liability as a Court made a Liability Order. We will not investigate her complaint about a refusal to grant Council Tax Reduction as it is reasonable to expect her to appeal to the Valuation Tribunal.
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London Borough of Barking & Dagenham (23 021 261)
Statement Upheld Special educational needs 11-Feb-2025
Summary: Ms X complained her son, S, has been out of school since December 2023. She says the Council has not communicated with her or kept her updated. The Council is at fault for delay finalising the amended Education Health and Care Plan for S, securing him a place in a new school and keeping Ms X updated. The Council has agreed to a remedy payment for distress and missed education.
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Harlow District Council (24 000 868)
Statement Upheld Homelessness 11-Feb-2025
Summary: Mrs X complained the Council failed to correctly progress a homelessness application on multiple occasions. She also complained the Council failed to remove Mr X from a historical joint tenancy at a former address, offering conflicting advice on the procedure for doing so. We have found the Council at fault for how it considered Mr and Mrs X’s homelessness and for failing to have due regard to statutory guidance. We also find the Council delayed removing Mr X from his former tenancy. These failings caused Mr and Mrs X avoidable frustration and distress, loss of review rights, and led Mr and Mrs X to remain in unsuitable accommodation longer than they otherwise would have. The Council has agreed to apologise, make a financial payment, and carry out training for staff. We have not investigated Mrs X’s complaint about the Council disclosing personal information to third parties. The Information Commissioner’s Office is better placed to consider this matter.
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London Borough of Hillingdon (24 001 078)
Statement Not upheld Charging 11-Feb-2025
Summary: There is no evidence of fault on the part of the Council in completing the financial assessment. Mrs X did not want a commissioned care package in place before the financial assessment was completed. Direct Payments could not have been put in place before the financial assessment was compete.
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West Suffolk Council (24 002 240)
Statement Upheld Noise 11-Feb-2025
Summary: We found no fault on Mrs Y’s complaint about the Council failing to manage and take enforcement action about a noise nuisance from a nearby outdoor music event. The Council effectively monitored noise levels during the event and acted to reduce volumes when agreed levels were exceeded. It was at fault for failing to respond to her formal complaint and allowing the dismantling of equipment until after midnight. This caused her frustration and disturbance. It agreed to apologise, make a payment, provide greater clarity for future events, and remind staff about complaint procedures.
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London Borough of Barnet (24 002 893)
Statement Upheld Special educational needs 11-Feb-2025
Summary: the Council failed to put in place the speech and language therapy sessions in Ms X’s son’s education, health and care plan. An apology, payment to Ms X, arrangements to put in place the provision and reminder to officers is satisfactory remedy.
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Bristol City Council (24 003 802)
Statement Upheld Special educational needs 11-Feb-2025
Summary: The Council took too long to issue an Education Health and Care (EHC) Plan for Ms B’s child. It did not communicate with her properly during this time, nor respond adequately to her complaints. The Council did not do enough to satisfy itself that the provision was being made when Ms B raised concerns. This caused Ms B distress and frustration and it is likely that her child missed out on provision she was entitled to. The Council has agreed to apologise to Ms B and pay her symbolics payment in respect of the distress its failings caused her, and in respect of her child’s missed educational provision; and remind staff to deal with concerns that provision is not being made.
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Lewes District Council (24 004 245)
Statement Upheld Housing benefit and council tax benefit 11-Feb-2025
Summary: Miss W complained on behalf of her mother Mrs V about how the Council acted and communicated when it suspended her housing benefit, causing them both significant distress. We found fault in how the Council handled the matter and it agreed to apologise, make a symbolic payment and review its procedure.
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Statement Upheld Special educational needs 11-Feb-2025
Summary: Miss X complained about how the Council provided for her child, Y’s, special educational needs. There was fault in how the Council took too long to amend Y’s EHC plan following a review and how it failed to consider whether it needed to arrange alternative education for him. This caused Y to miss out on some education and caused distress and uncertainty to both Miss X and Y. The Council agreed to apologise, issue an amended EHC plan for Y and pay Miss X a financial remedy.
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Maidstone Borough Council (24 004 565)
Statement Not upheld Council tax support 11-Feb-2025
Summary: Mr X complained about how the Council handled his request for council tax support. We find no fault in the Council’s actions.