LGO Individual Decisions

Ms X alleges administrative failings related to the Council’s failure to provide information requested under the Freedom of Information Act. We will not investigate this complaint. This is because it is reasonable for Ms X to complain to the Information Commissioner’s Office as the most appropriate authority for her complaint.

Summary: The complainant (Miss X) said the Council’s failings during a garage rental agreement between her and the Council caused her financial loss and distress. She also complained about the Council officer’s conduct during a telephone conversation. We find fault with the way the Council handled Miss X’s garage rental and interacted with her during the complaint handling. These faults caused her injustice. The Council agreed with our recommendations for personal remedies and to provide training to the staff.

Summary: Mr R complained about the way the Council dealt with his application to its housing. The Council made him a direct offer of unsuitable accommodation. And it did not consider medical evidence he submitted. The Ombudsman upholds the complaint about a delay in considering Mr R’s medical evidence. But we do not criticise the Council for making the offer of accommodation.

Summary: We will not investigate this complaint about the Council’s increased use of direct offers of permanent social housing in 2020 during the COVID-19 pandemic. This is because there is not enough evidence of fault to justify investigating.

Summary: We will not investigate Mr C’s complaint about the Council’s refusal to pay him compensation for the poor services he and Mr E received from one of its contractors. This is because the Council has apologised for its failings and explained what action it has taken to minimise the risk of similar occurrences in the future. We are satisfied the apology and actions taken by the Council remedy the injustice caused.

Summary: We will not investigate this complaint about an ex-pupil returning to a school and causing disruption. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We cannot investigate internal school matters and we cannot accept a complaint from the school. There is also no parental consent to investigate matters on behalf of the child concerned.

Summary: We will not investigate Mr X’s complaint that the Council wrongly advised him that he would not need to apply for a COVID-19 business grant. This is because there is not enough evidence of fault by the Council.

Summary: Mr X complains the Council ignored his waste collection enquiries and complaints. He also complains the Council does not collect waste in the town centre unless it is reported. We find fault with the Council for its complaint handling and for leaving incorrect signs up. We have made some recommendations for the Council to remedy the injustice caused to Mr X.

Summary: The Council is at fault as it delayed in seeking the specific information it required to determine if Mr Y was eligible to join the housing register. It also delayed in awarding band 3 priority. On balance, the delays caused Mr Y to miss successfully bidding on a three bedroom property and caused him and his family to live in unsuitable accommodation for longer than necessary. The Council has agreed to remedy this injustice by apologising to Mr Y, making a payment of £2000 and making a direct offer of housing to him.

Summary: The Council is at fault as it delayed in seeking the specific information it required to determine if Mr Y was eligible to join the housing register. It also delayed in awarding band 3 priority. On balance, the delays caused Mr Y to miss successfully bidding on a three bedroom property and caused him and his family to live in unsuitable accommodation for longer than necessary. The Council has agreed to remedy this injustice by apologising to Mr Y, making a payment of £2000 and making a direct offer of housing to him.

Summary: We will not investigate this complaint about the Council’s decision to award penalty points for a breach of the market trading terms and conditions. This is because it would be reasonable for Mrs X to take the matter to court.

Summary: The Council was at fault for putting Ms X into the wrong band on its housing register when she first applied. The Council was also at fault for delaying in updating her housing register application. As a result, Ms X has been bidding for properties whilst being in the wrong band and had to wait longer for the Council to update her priority on its housing register. The Council has agreed to remedy the injustice caused.

Summary: We will not investigate this complaint about how the Council has dealt with Mr X’s housing application. This is because there is not enough evidence of fault by the Council for us to investigate.

Summary: We will not investigate this complaint about an unsuccessful Blue Badge application because it is unlikely we would find fault by the Council.

Summary: We will not investigate this complaint about service charges in connection with a commercial lease as this is a matter for the courts.

Summary: We will not investigate this complaint about how the Council handled the complainant’s housing application change of circumstances form and its complaints procedure. This is because the complainant has not been caused significant enough injustice because of the Council’s actions to justify our involvement.

Summary: We will not investigate Mr X’s complaint about the Council’s disposal of his belongings from a garage it rented without contacting him. This is because it would be reasonable for him to take the matter to court.

Summary: Mr B complained that the Council refused his applications for discretionary housing payments (DHPs) for help with housing costs and for a deposit on a flat. We found no grounds to question the Council’s decision in relation to Mr B’s applications for DHPs for help with rent but the Council was at fault in refusing his application for a DHP for a deposit on the grounds that the property was outside its area. In recognition of the injustice caused by this, the Council has agreed to apologise to Mr B and review its decision.

Summary: Mrs B complained that the Council converted her bathroom into a shower room in 2018 but the work failed to meet her needs because of inadequate space and the Council has failed to resolve the matter. We found the Council was at fault in that the adaptations completed in 2018 did not meet Mrs B’s needs. As a result, she was left with an unsuitable bathroom causing her distress and inconvenience. The Council has agreed to make a payment to Mrs B in recognition of this.

Summary: Ms X complains the Council failed to ensure her son is receiving the provision named in his Education Health and Care Plan so he has lost the support he needs in school causing distress. We have found no evidence of fault in the way the Council responded to Ms X’s concerns about the provision being made. So, we are completing our investigation.

Summary: We will not investigate this late complaint about the Council’s decision to make some, but not all, residents of a marina liable for council tax in 2015. There is not a good reason Miss X did not complain to us sooner.

Ms X complains about the Council’s decision to grant planning permission for a neighbour’s new building. We will not investigate this complaint because there is no evidence of fault by the Council.

Summary: Miss Y complained about the way the Council considered her request for medical priority banding on its housing register. We have found fault by the Council in failing to carry out reviews of its decision properly, causing Miss Y injustice. The Council has agreed to remedy this by completing a fresh review, apologising, making a payment to reflect Miss Y’s distress time and trouble and a service improvement.

Summary: Ms Y complained the Council failed to provide formal decisions with review rights in response to her requests for priority under its allocation scheme. The Council was at fault and should reconsider its decisions. It should also review its processes to ensure it provides formal decisions with review rights in these circumstances in future.

Summary: Ms X complains about a Council planning decision to allow a large number of flats to be built on a green space in her locale. We will not investigate the complaint because we are unlikely to find evidence of fault by the Council.