LGO Individual Decisions

Summary: We have upheld Ms X’s complaint about the Council’s delay in processing her housing register application and its failure to provide proper reasons for the decision of its social welfare panel. The Council remedied the injustice caused by its delay during the complaints process. It has agreed to carry out a further review of Ms X’s housing register application to remedy the uncertainty caused by its previous decision.

Summary: We will not investigate this complaint about a safeguarding referral made by a Council officer involving Ms X, and associated actions of the Council. Investigation by us would be unlikely to add to the Council’s own investigation, or to lead to the outcome Ms X is seeking.

Summary: We will not investigate Miss X’s complaint about a failed bulky waste collection nor issues with the Council’s complaints process. The Council apologised, offered a refund, and a symbolic payment to Miss X. It acknowledged a procedural error in its payment processing and said it would send the refund within four weeks. An investigation is unlikely to achieve anything further.

Summary: We will not investigate this complaint that the Council has ignored the complainant’s request to move. This is because there is insufficient evidence of fault by the Council and because we have no power to investigate some parts of the complaint.

Summary: We will not investigate Mrs X’s complaint about the Council’s delay in issuing an Education, Health and Care Plan for her son. This is because the Council has apologised and offered a symbolic payment of £550, which is significant for the injustice caused. We cannot investigate Mrs X’s concerns about the way the Council reached its decision not to assess her son initially, as she has used her right of appeal, and if Mrs X disagrees with the contents of the final Education, Health and Care Plan issued it would be reasonable for her to appeal.

Summary: We will not investigate this complaint about the Council’s decision not to regard the complainant as a kinship carer and her granddaughter as a looked-after child. There is insufficient evidence of fault on the Council’s part to warrant investigation.

Summary: We will not investigate Mr X’s complaint about the process the Council followed when designating his locality as part of a conservation area. Investigation by us could not add to the Council’s previous investigation of the matter. There is insufficient significant personal injustice caused to Mr X to warrant us investigating. We also cannot achieve the outcome he wants.

Summary: We will not investigate Ms X’s complaint about the Council’s decision to end its housing duty. There is a right of appeal to the county court which it is reasonable for her to use.

Summary: We will not investigate Ms X’s complaint about the Council’s handling of her housing register application. Ms X had the right to ask for a review of its decision in November 2023 and it was reasonable for her to exercise that right. There is insufficient evidence of fault in the Council’s decision-making in January 2025 to justify further investigation and it has already made an appropriate offer to remedy any injustice caused by the delay in making that decision.

Summary: Mr X complained that the Council delayed moving him to suitable alternative temporary accommodation after he reported his temporary accommodation was unsuitable in July 2023. The Council was at fault as it failed to find him suitable alternative temporary accommodation for nine months after concluding in July 2023 his current accommodation was unsuitable. The Council was also at fault for taking six months to issue a stage two response to Mr X’s complaint. This caused Mr X distress, uncertainty and meant he stayed in unsuitable accommodation for longer than necessary. The Council agre

Summary: We will not investigate this complaint about the Council’s assessment of a housing application and disclosing third party data to a housing applicant. There is insufficient evidence of fault causing any significant injustice from the Council’s actions.

Summary: We will not investigate Miss X’s complaint about the Council’s decision and handling of her housing benefit claim because it is reasonable for Miss X to appeal to the tribunal.

Summary: Ms X complained the Council delayed sending her an invoice for an estate she was administering as executor. Ms X has settled the estate and does not have the money to pay the invoice. This has caused her distress. The Council is at fault for failing to notify Ms X of the invoice in an appropriate manner and timescale. The Council agreed to apologise to Ms X and confirm in writing it will not pursue the debt.

Summary: We have discontinued our investigation into Miss X’s complaint that the Council did not secure the provision in her daughter’s Education, Health and Care Plan. The Council acknowledged its failure and offered a substantial remedy. Further investigation is unlikely to lead to a different outcome.

Summary: We will not investigate this complaint about how the Council considered the housing occupied by the complainant and her family. We cannot investigate how it handled repairs, and there is not enough evidence of fault in the way it has considered her housing priority to justify investigating.

Summary: We will not investigate Mr X’s complaint about the Council’s handling of his housing application. This is because some of the complaint is late with no good reason to investigate now. Mr X should raise the rest of his complaint with the Council for it to consider under its complaints process.

Summary: We will not investigate Miss X complaint about a late council tax bill. This is because the Council has agreed to provide a remedy. It is unlikely we would achieve more if we investigated.

Summary: We will not investigate Mr X’s complaint about the Council’s decision to recover two housing benefit overpayments from him. With the earlier overpayment, Mr X could reasonably have used his right to appeal to a tribunal when he had that right. With the more recent overpayment, it is reasonable to expect Mr X to use his right to appeal to the tribunal.

Summary: We will not investigate this complaint the Council did not processed a housing register application. That is because the complaint is late.

Summary: Miss X complained about the Council’s handling of her housing application and complaint. We find delay in the Council’s handling of her housing application and complaint, causing avoidable distress and uncertainty. The Council has agreed to apologise and make a payment to Miss X.

Summary: We will not investigate this complaint that the Council charged the complainant too much council tax. This is because there is insufficient evidence of fault by the Council and because the complainant could have appealed to the Valuation Tribunal.

Summary: Mrs X complained the Council delayed considering her application to join the Council’s housing register for over three years, during which time she was unable to bid for a Council property. The Council failed to consider Mrs X application for two years and five months, and failed to tell her of the outcome for a further ten months. The Council will make a symbolic payment to Mrs X to remedy the distress and frustration this caused her and consider if she missed out on a suitable property.

Summary: We will not investigate Mr X’s complaint that Mr Y was placed in a care home for three years without his agreement because there is insufficient evidence of fault. We have upheld the complaint about a lack of information about Mr Y’s contribution to the care home costs but will not investigate further because the Council agreed to apologise, waive the residential care fees, make a payment to Mr X for the uncertainty caused, and take action to improve its services for others.

not exercise discretion to investigate this complaint about delays in the Council’s assessment of a housing application. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner.

Summary: Miss X complained about how the Council decided what priority she should have on its housing register. The Council was at fault. This caused Miss X avoidable frustration and uncertainty for which the Council will apologise and pay her £250. It will also review the information it gives to staff and medical advisors about medical assessments.