LGO Individual Decisions

Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.

Summary: We will not investigate Mr X’s complaint about out of date timetables at bus stops in his local area. There is insufficient evidence of fault or significant injustice to warrant an investigation.

Summary: Ms X complained the Council failed to provide her daughter, Z, with the education and support in her Education, Health and Care Plan. She also complained its communication with her was poor. There was fault in the Council’s communication with Ms X, which caused her frustration. The Council has already provided an appropriate remedy for this. We have not investigated the complaint regarding the educational provision, as this was connected to a matter which Ms X appealed to a tribunal.

Summary: We will not investigate this complaint that the Council is at fault in refusing to make alternative educational provision for the complainant’s son who is out of school. This is because investigation would not find fault on the Council’s part.

Summary: Mr D complained the Council delayed resolving a blocked public right of way. We found the Council at fault for delay and for failing to review Mr D’s original complaint in 2022. This potentially meant the public right of way remained blocked for longer, and caused Mr D frustration and inconvenience pursuing the matter. In recognition of this, the Council escalated Mr D’s complaint in 2023. It also agreed to update Mr D on the progress of the case going forward.

Summary: We will not investigate Ms X’s complaint the Council has failed to comply with her reasonable adjustments as it has not sent her documents on a USB memory stick as agreed. This is because there is insufficient evidence of fault. In addition, there are no worthwhile outcomes achievable from an investigation.

Summary: Mrs X complained about how the Council handled her child, Z’s education and special educational provision between 2019 and 2024. The Council was at fault for failing to ensure Z received all the provision in their Education, Health and Care Plan between March and June 2023 and delayed in considering Mrs X’s complaint. The Council will apologise to Mrs X and Z for the avoidable frustration, uncertainty and distress they were caused and make a symbolic payment of £800 to recognise the same.

Summary: We will not investigate Mrs X complaint about the Council’s decision not to take safeguarding action against her employer. This is because any fault by the Council has not caused Mrs X a personal injustice.

Summary: We will not investigate Mrs X’s complaint that the Council’s actions have led to her son missing school. This is because the education provision in place is not separable from Mrs X’s tribunal appeal. Other matters have not caused a significant enough injustice to justify investigation.

Summary: We cannot investigate this complaint about the actions of a social worker. This is because these actions were in the context of preparing a report for the Court and we therefore have no jurisdiction to consider them.

Summary: We will not investigate this complaint about how the Council dealt with a planning application. This is because the complaint is late. The complainant can complain to the Information Commissioner’s Office if she is concerned about how the Council handles her personal information.

Summary: Mrs X complained the Council did not ensure her son, Y, received any education from when he was unable to attend school from May 2023. She also complained the Council did not follow the annual review process. Mrs X complained communication from the Council was difficult. Mrs X said she was distressed and frustrated by the Council’s actions and Y missed education. There was fault in the way the Council did not ensure Y received any education or EHC Plan provision for two academic terms, did not respond to the complaint in a reasonable time and communication with the Council was poor. T

Summary: Miss X complained the Council failed to ensure her son, Y, received an education and the specialist provision outlined in his Education, Health and Care (EHC) Plan between April 2023 and July 2024 when he attended a school which said it could not meet his needs. The Council had sufficient oversight of Y’s education when Y’s school raised concerns and ensured support was in place to try and support Y to engage in the school environment. The Council was at fault for delays in consulting with an alternative placement during 2023 and it has already offered a suitable remedy.

Summary: We will not investigate Mr X’s complaint about changes to how the Council’s music service charges its customers. If Mr X thinks the Council has breached contract and consumer law, then it is reasonable for him to seek a remedy in court.

Summary: We will not investigate Mr X’s complaint about home to school transport. This is because there is not enough evidence of fault by the Council. It is also reasonable for Mr X to use the Council’s appeals process if he wants to challenge the decision not to provide his son with free transport.

Summary: The Council provided no education for Mrs X's son for over a year after he moved into its area. It then provided some tuition but failed to increase this as agreed. The Council also delayed in carrying out a review of the child’s education, health and care plan and failed to deliver the provision in the plan. It also failed to properly communicate with Mrs X. In recognition of the injustice caused, the Council has agreed to make a payment to Mrs X.

Summary: We will not investigate Mr X’s complaint that the Council did not appropriately deal with a nuisance complaint made against him in a fair and balanced manner. This is because an investigation would not lead to any further findings or outcomes.

Summary: We will not investigate this complaint about how the Council dealt with a planning application. This is because it is not yet possible to determine if the complainants have suffered any significant injustice as a result of the alleged fault.

Summary: There is no evidence of fault by the Council. The complainant says the Council should have monitored work once she raised complaints and as it did not, she has been put to time and trouble overseeing the works. The contract for the energy efficiency grant did not any include any requirement for the Council to monitor works and specifically referred to dispute resolution by adjudication or court.

Summary: We will not investigate this complaint about delay in the Council responding to an insurance claim as this does not represent sufficient injustice to warrant our involvement.

Summary: We will not investigate this complaint about the Council’s Care Planning and Support Team and its involvement with Mr X’s family. An investigation would be unlikely to add anything to the responses the Council has already sent. The law also prevents us from considering matters which have been or could be raised in court. Other bodies are better placed to consider some parts of Mr X’s complaint.

Summary: We will not investigate this complaint about how the Council dealt with a possible breach of planning control. This is because it is not yet possible to determine if the complainant has suffered significant injustice as a result of the alleged fault.

Summary: Mrs X complained the Council failed to provide her child, W, with the special educational provision in their Education, Health and Care Plan. The Council was at fault. The Council has already made Mrs X a suitable remedy to acknowledge W’s injustice. It will also apologise to Mrs X and issue a staff reminder.

Summary: We will not investigate this complaint about the Council’s decisions relating to road warning signs. There is no evidence Mr X has been caused a significant personal injustice that would justify an investigation.

Summary: We will not investigate this late complaint about the Council revoking its agreement to pay for Mrs Y’s care. There is not a good reason for the delay in the matter being brought to the Ombudsman.