LGO Individual Decisions

Summary: We will not investigate Mrs X’s complaint about parking outside her property, because there is not enough evidence of fault or significant injustice to warrant our involvement.

Summary: Mr A complained that a care coordinator, working for an integrated mental health and social care service, failed to support his son to apply for Universal Credit. We have not found fault by either the responsible Council or NHS Trust. However, we have found fault in how both organisations responded to Mr A’s complaint. Neither would accept responsibility for it at first. Both organisations have agreed to apologise, take corrective action and make a financial payment to address the injustice this caused Mr A.

Summary: Mr X complained the Council failed to progress his complaint about a building control breach in a timely manner. The Council took over two years to make any meaningful progress on Mr X’s complaint. This is fault and caused Mr X undue distress, uncertainty and frustration. The Council agreed to apologise to Mr X and make a payment to recognise the distress caused by the delay. We have also made a service improvement recommendation to reduce the risk of reoccurrence.

Summary: We will not investigate Mr X’s complaint about the Council’s decision not to provide his child with free transport to school. The Council has accepted it was at fault because it did not invite Mr X to his final stage appeal hearing. The Council has offered to arrange a fresh hearing, and this is an appropriate remedy.

Summary: We will not investigate Mr X’s complaint about the Council’s decision regarding his housing needs. This is because there is not enough evidence of fault to justify an investigation.

Summary: We will not investigate this complaint about works related to a disabled facilities grant and the handling of the complaint. Part of the complaint is late. There is insufficient evidence of fault by the Council on the remaining aspects which may be better addressed in court. And we will not investigate the complaint handling alone when we are not investigating the substantive complaint.

Summary: We will not investigate this complaint about highway maintenance and repair because it is reasonable to expect Mr Y to go to court about the matter, who are better placed to deal with the complaint.

Summary: Mr X complains on behalf of his Mother Ms Y, that her assisted bin collections are not being carried out. We find fault with the Council for poor communication. We have suggested a financial payment for the frustration and distress caused.

Summary: We will not investigate Miss X’s complaint about the Council’s support to Mr Y (deceased). This is because the issues Miss X complained of are more than 12 months old and there are no good reasons why she did not complain sooner. We also would not be able to achieve what Miss X wants and there is another body better placed to consider part of her complaint.

Summary: We will not investigate this complaint about Council tax liability because there is a right of appeal to a Valuation Tribunal.

Summary: We will not investigate this complaint about the Council’s maintenance in a play area. This is because we cannot achieve the outcome that Mrs Y seeks, so there is no worthwhile outcome achievable by our investigation.

Summary: Ms X complained the Council failed to take appropriate action when she and her partner presented as homeless in July 2023. We find no fault in the failure to provide interim accommodation in July 2023. The Council decided Ms X was not in priority need until more detailed information was provided in August which prompted it to change its view.

Summary: Ms X complained about the way the Council handled her housing register and homelessness applications meaning she had to spend longer in unsafe accommodation. She also complained about its complaint handling. We have not found the Council at fault for the way it handled Ms X’s housing register application but we have found the Council at fault for not considering whether Ms X was homeless on the basis her property was not reasonable to occupy. We have also found the Council at fault for its complaint handling. To remedy the injustice caused the Council agreed to apologise to Ms X and m

Summary: We cannot investigate this complaint about the Council supporting the separation of Miss X from her children and the placing of them with a person she says is a perpetrator. A court has decided where her children should live, and the matters she complains of either were or could reasonably have been mentioned during those proceedings. A permanent legal bar now prevents us investigating this complaint.

Summary: We will not investigate this complaint about the Council’s decision to make a Traffic Regulation Order. This is because there is insufficient evidence of fault.

Summary: We will not investigate Mr X’s complaint about the decision to place his child on a Child Protection plan or the Council’s handling of his complaint. The Council has already investigated and responded to Mr X’s concerns under all three stages of the statutory complaint procedure. It has apologised and taken action to improve procedures as a result of Mr X’s complaint. We could not add to the Council’s responses or make a different finding of the kind Mr X wants.

Summary: Mr X complained the Council failed to ensure his neighbour maintained the trees and bushes in their front garden. We find no fault in the Council’s handling of the high hedges matter itself. However, there was a significant delay in responding to Mr X’s complaint. The Council has apologised and offered a suitable payment to Mr X, which is a satisfactory remedy for the injustice caused.

Summary: Mrs K complained the Council did not cut the grass in a cemetery, causing it to become overgrown and inaccessible. She also complains the Council did not respond to her complaint about this. We consider the fact the Council did not cut the grass to be service failure, and that there was fault because it did not respond to Mrs K’s complaint. It has agreed to apologise to her for this and offer her a remedy payment for her time and trouble.

Summary: Ms X complained about the Council’s handling of a complaint she made about the conduct of a local Ward Councillor, causing her distress. We did not find fault in the Council’s consideration of Ms X’s complaint.

Summary: We will not investigate this complaint about Council tax premiums and discounts because there is a right of appeal to a Valuation Tribunal.

Summary: We will not investigate Mrs X’s complaint the Council mismanaged her mother’s finances when it was her appointee. The Police need to conclude their investigation into allegations of fraud at the Council before it can respond to Mrs X’s concerns. Further investigation by the Ombudsman will not lead to a different outcome.

Summary: We will not investigate this complaint about the Council’s complaint procedure. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We are satisfied the Council’s apology and offer of £250 in recognition of the complainant’s time and trouble is a suitable remedy to the complaint.

Summary: We will not investigate this complaint about the Council’s response after the complainant reported food hygiene concerns. This is because there is insufficient evidence of fault by the Council. We will not investigate the complaint about a data breach because the complainant can complain to the Information Commissioner.

Summary: We will not investigate Mr X’s complaint that his property is in the wrong council tax band. This is because we cannot investigate the banding decision made by the Valuation Office Agency. Also, the Council is not at fault for using the band provided by the Valuation Office Agency.

Summary: We will not investigate this complaint about the Council’s decision on where it places pedestrian crossing facilities. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is no significant injustice and there is no worthwhile outcome achievable by our investigation.