City of York Council (22 012 570)

Statement Upheld Building control 19-Apr-2023

Summary: Mr B says the Council’s building control officer failed to carry out site visits he paid for and inaccurately said more visits took place than was the case. The Council’s records for this building control case are poor, the record of visits undertaken does not support the Council’s claims in correspondence with Mr B and there is no evidence a completion visit took place. An apology and payment to Mr B, a further building control inspection and a reminder to officers is satisfactory remedy.

City of York Council (22 017 655)

Statement Upheld Charging 27-Jun-2023

Summary: The Council’s adult social care charging policy says it charges people for the expected costs of their care, and, if they receive less care than they paid for, it will only review their invoices and refund them once a year. There is no fault in this approach, as the law does not prevent the Council from taking it. However, the Council offered to review Mr B’s invoices more regularly if he wanted, and, although his daughter complained about the infrequent reviews, did not do so. This was fault by the Council. It was also at fault for its handling of Mr B’s daughter’s complaint. It has now agreed to consider offering Mr B more regular reviews of his invoices. It has also agreed to apologise to Mr B’s daughter, and to make a symbolic payment to recognise her injustice.

City of York Council (22 015 072)

Statement Upheld Charging 15-Nov-2023

Summary: There was fault by the Council which failed to address Mr X’s complaint about the Deprivation of Liberty Safeguards for his mother Mrs Y. There was also delay in giving feedback on safeguarding enquiries. This caused avoidable distress, frustration and time and trouble. The Council will apologise, make Mr X a symbolic payment and review its procedures for requests for standard authorisations.

City of York Council (23 007 320)

Statement Upheld Refuse and recycling 15-Jan-2024

Summary: Mr X complained the Council had failed to collect his household waste on multiple occasions since December 2022. We found fault because of the failed collections and ineffective monitoring to improve the situation. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mr X and share guidance with relevant officers.

City of York Council (23 001 150)

Statement Upheld Friends and family carers 27-Feb-2024

Summary: Miss Y complains the Council wrongly withdrew a proposed package of extended financial support for a Special Guardianship Order (SGO). The complaint was investigated through the statutory complaints procedure but did not conclude with the outcomes Miss Y hoped for. In our view, the investigation was thorough and evidence based but there is some outstanding personal injustice which the Council has agreed to remedy.

City of York Council (23 011 530)

Statement Upheld Refuse and recycling 05-Mar-2024

Summary: Miss X complained the Council repeatedly failed to collect her household waste as part of its assisted collection service. Miss X says the Council’s actions have caused her avoidable stress and frustration. We found fault by the Council and the Council has agreed to apologise to Miss X and provide a financial remedy.