LGO Individual Decisions

Summary: We will not investigate this complaint about the Council’s failure to provide information Mr X has requested. This is because this is a matter better placed for the Information Commissioner’s Office.

e have upheld Miss X’s complaint because the Council delayed considering her complaint at stage two of the children’s statutory complaints procedure. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Miss X.

Summary: We will not investigate Mr X’s complaint the Council has failed to support his family. The law prevents us from investigating anything that is or has been the subject of court proceedings. It would be reasonable for Mr X to raise any concerns he has about the Council’s handling in court.

Summary: On behalf of Mrs B, Mrs X complained the Council incorrectly determined Mrs B’s child was not eligible for home to school transport. We have discontinued our investigation as Mrs B has moved out of the area and is no longer in contact with Mrs X or the Council, therefore there is no worthwhile outcome we can achieve for Mrs B.

Summary: We will not investigate this complaint about toll bridge penalty charge notices as it is reasonable to expect Mr X to appeal against them to the Traffic Penalty Tribunal.

Summary: We will not investigate this complaint about Ms X’s contact with the Council and its complaints handling. The Council has already investigated under the complaint procedures, and further investigation would not lead to a different outcome.

Summary: We will not investigate this complaint about planning how to meet adult social care needs. It is unlikely we would find enough evidence of fault in the Council not involving the family, or a significant injustice as we could not say the outcome would be different. We cannot say the Council’s actions caused a decline in health. The Council has apologised for communication failures, and it is unlikely we would achieve anything further.

Summary: We will not investigate this complaint about the Council’s decision to increase membership fees at Mr X’s gym. This is because an investigation would be unlikely to find fault with the Council’s actions.

Summary: We will not investigate Mr X’s complaint about the actions of the Council’s children’s services. This is because there is insufficient evidence of fault with its decision not to investigate his complaint at this time.

Summary: We will not investigate Ms X’s complaint about the Council’s actions after she was deregistered as a foster carer. This is because there is insufficient evidence of fault causing a significant injustice.

Summary: Miss X complains about the way Halton Borough Council, NHS Cheshire and Merseyside ICB and Sense managed her son, Mr X’s, specialist care package. We found fault by Sense in relation to communication. We found fault in the ICB’s complaint handling. As a result, Mr X and Miss X have been caused distress, frustration and uncertainty. The ICB and Sense have agreed to apologise to Mr X and Miss X. Sense will also pay a financial remedy.

Summary: Miss X complains about the way Halton Borough Council, NHS Cheshire and Merseyside ICB and Sense managed her son, Mr X’s, specialist care package. We found fault by Sense in relation to communication. We found fault in the ICB’s complaint handling. As a result, Mr X and Miss X have been caused distress, frustration and uncertainty. The ICB and Sense have agreed to apologise to Mr X and Miss X. Sense will also pay a financial remedy.

Summary: Miss X complains about the way Halton Borough Council, NHS Cheshire and Merseyside ICB and Sense managed her son, Mr X’s, specialist care package. We found fault by Sense in relation to communication. We found fault in the ICB’s complaint handling. As a result, Mr X and Miss X have been caused distress, frustration and uncertainty. The ICB and Sense have agreed to apologise to Mr X and Miss X. Sense will also pay a financial remedy.

Summary: We will not investigate this complaint about the Council’s handling of penalty charge notices issued to Mr X. This is because the Council has offered Mr X a suitable remedy for his injustice and it is unlikely investigation would achieve significantly more for him.

Summary: We will not investigate this complaint about the Council’s decision not to provide Miss X’s child with free transport to school. This is because there is not enough evidence of fault by the Council.

Summary: Mrs X complained the Council failed to carry out drainage works on land near her property and failed to provide updates. The Council has started further drainage works but these have taken longer than the 14 days indicated and are still not complete causing frustrating as Mrs X’s garden is subject to regular flooding making it unusable. There is fault in the Council failing to communicate with Mrs X and provide regular updates as well as failing to provide information about how to make an insurance claim. A remedy including a symbolic payment is agreed.

Summary: We will not investigate this complaint about the Council’s delay in responding to a request for an anti-social behaviour case review and its failure to explain why the request did not meet the threshold for review. The Council has apologised for delay. It has also confirmed it will explain its reasons going forward. We consider further investigation will not lead to a different outcome.

Summary: We will not investigate this complaint that the Council will not investigate an accident Mr X had at work as it is unlikely we will find fault by the Council.

Summary: Ms F complained about the Council’s handling of the Education, Health and Care plan process for her son (X) since 2018 and his education. We found fault by the Council for failing to adhere to the statutory process and timescales, ensure X received the education he was entitled to, and how it communicated with Ms F. We did not investigate parts of the complaint as these were late. The Council should apologise and make payment to acknowledge the injustice it caused.

Summary: We will not investigate this complaint about a wrongly issued penalty charge notice as there is insufficient remaining injustice caused to the complainant and our further involvement is therefore not warranted.

Summary: We cannot investigate this complaint about the adequacy of the Council’s actions before a baby Mrs X and her husband fostered was returned to its birth parents. The matters complained of are closely linked to the decision of a court about returning the child and we are legally prevented from investigating them.

Summary: We will not investigate this complaint about Mr X not being warned that his child was in a grace period for free childcare due to passcode not having been renewed. There is not enough evidence of fault by the Council to warrant investigation.

Summary: The Ombudsman finds fault with the Council for failing to follow the correct legislation to close homelessness applications for nine applicants. The Council has agreed to provide financial remedies to those caused injustice and carry out service improvements.

Summary: We will not investigate Mr X’s complaint about the Council’s refusal to re-consider land matters it considered during 2022. A complaint about the substantive matter is late and there is insufficient evidence of fault in the Council’s recent decision that it will not consider the matter again.

Summary: Ms X complained the Council refused to provide her with advocacy support. She also complained the Council did not complete the actions of a previous Ombudsman investigation. Ms X said this caused her distress and impacted her mental and physical health. The Council was not at fault.