LGO Individual Decisions

Summary: We will not investigate Mr X’s complaint that the Council is mismanaging his money. There is not enough evidence of fault to justify an investigation. Furthermore, Mr X can complain to the Office of the Public Guardian if he is unhappy with the actions of the Council in its role as his deputy.

Summary: Ms X complained about delays in issuing an Education, Health and Care Plan. This was due to a shortage of educational psychologists. This is fault. The Council has agreed to make a payment to Ms X to recognise the injustice.

Summary: We will not investigate this complaint about how the Council dealt with matters concerning a safeguarding matter. This is because there is insufficient evidence of fault.

Summary: There was delay in updating an Education, Health and Care Plan in time for a transition from school to college; a failure to specify and quantify provision in the Plan; a failure to check special educational provision was in place; and a failure to complete agreed complaint actions. This caused unnecessary distress and let to a young adult missing out on education support at a crucial stage of their transition to adult life. The Council will apologise, work with the family to resolve the problems with the Plan, make a financial payment and carry out service improvements.

Summary: We will not investigate Mr C’s complaint that his car was damaged by a pothole which the Council had failed to repair. This is because it is reasonable for Mr C to pursue his compensation claim at court.

Summary: We will not investigate this complaint the Council has failed to provide a fulltime education to the complainant’s child. The Council has agreed to resolve the complaint by making an appropriate financial remedy. It would not be proportionate to investigate further.

Summary: We will not investigate Mr X’s complaint about the quality of the deep cleaning completed by a cleaning company. This is because there is insufficient evidence of fault. In addition, an investigation would not lead to any further outcomes as the Council has appropriately remedied the injustice caused by the fault accepted.

Summary: We cannot investigate Mr X’s complaint about the Council’s decision to start care proceedings and about the information it provided to the court because it lies outside our jurisdiction. The law prevents us from investigating complaints about matters that have been subject to court proceedings. We have no discretion to do so.

Summary: We will not investigate this complaint about how the Council responded to a previous agreement on maintaining a hedge that runs alongside Mrs X’s property. Of the parts of Mrs X’s complaint we could investigate, the Council’s actions has not caused Mrs X a significant enough injustice to warrant an investigation, and it has already taken steps to address her concerns during our involvement. Nor can we achieve the outcome Mrs X wants in relation to the other parts of her complaint.

Summary: the Council failed to put in place suitable education for Mrs B’s daughter when she could not attend school, failed to put in place all the provision in her education, health and care plan and failed to respond to Mrs B’s communications. An apology, payment to Mrs B and reminder to officers is satisfactory remedy.

Summary: Mr X complained the Council refused to properly consider his complaint about how it handled a referral relating to the welfare of his children. The Council was at fault for not considering Mr X’s complaint through the children’s statutory complaints procedure. The Council has agreed to apologise and make a payment to Mr X for the frustration this caused and consider his complaint further.

Summary: We will not investigate Mrs X’s complaint about the Council’s decision to refuse her son’s claim for damages after his car hit a pothole. This is because this is a complaint about negligence which is a legal matter for the courts to consider and decide.

Summary: Mrs X complained the Council stopped giving her child, Q, free school meals in May 2022. The Council was at fault for stopping the meals. It was also at fault for giving Mrs X confusing information about Q’s eligibility for free school meals. This caused Mrs X avoidable frustration and distress and meant she had to pay for Q’s meals while on an already low income. The Council will apologise and make a payment to Mrs X. It should also issue staff reminders and update its website on free school meals.

Summary: We will not investigate this complaint about the way the Council treated Mr B. This is because further investigation by us could not add to the Council’s response or make a different finding.

Summary: We will not investigate Mrs X’s complaint about the Council’s failure to deliver provision in her children’s Education, Health and Care Plans. We cannot investigate matters already considered during Tribunal proceedings. The Council has accepted there was a delay arranging provision after the Tribunal process concluded. It has apologised for this and agreed to provide catch up sessions. An investigation by us would not lead to a different outcome.

Summary: The Council did not consider Mr B’s request to extend double yellow lines outside his premises, in accordance with its policy. It also failed to consider the policy when Mr B complained to the Council about this. The Council’s failings have left Mr B uncertain that it has properly assessed his request, and put him to additional time and trouble pursuing matters. The Council has agreed a means to remedy the complaint.

Summary: We will not investigate this complaint about how the Council completed adult safeguarding enquiries. There is not enough evidence of fault to justify our involvement.

Summary: We will not investigate this complaint about the Council’s decision to refuse Ms X’s application for a dropped kerb. This is because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.

Summary: We will not investigate Mr X’s complaint about children services’ actions. The Information Commissioner’s Office is better placed to consider his data protection complaints. We are unlikely to find fault in his complaint about customer practice and a referral to a charity.

Summary: We will not investigate Mr X’s complaint about the Council’s maintenance of the road near where he lives and it not prioritising its resurfacing. There is not enough evidence of fault by the Council to justify investigation. Even if there was fault, the matters complained of do not cause Mr X such significant personal injustice to warrant us investigating. It would be reasonable for him to make any claim of damage to his vehicle to the Council’s insurers then to court if required, and for him to pursue any finding on whether the road meets legally acceptable standards through the cour

Summary: A care home, acting on behalf of the Council, failed to properly communicate with Mrs X during an investigation into an alleged assault on her husband during his respite stay. The care home also delayed informing Mrs X of the outcome of the investigation. There is no evidence to support the allegation Mr X was abused, or that he received poor care.

Summary: We will not investigate Ms X’s complaint about home to school transport issues. We are unlikely to find she needs a remedy for any injustice caused directly by Council fault.

Summary: We will not investigate Mr X’s complaint that the Council sent him a letter in error telling him his child, Y, did not have a school placement from September 2024. This is because the Council has already apologised, and further investigation is unlikely to achieve a different outcome. Mr X could also take his complaint to the Information Commissioner’s Office if he is concerned about unlawful data processing.

Summary: We will not investigate this complaint that the Council released confidential data during a meeting. This is because this is best dealt with by the Information Commissioner's Office.

Summary: We will not investigate this complaint about adult social care charges. This is because it is a late complaint, with no good reason why the complainant could not raise it sooner.