LGO Individual Decisions

Summary: Ms X and Mr Y complained about the way the Council dealt with an adoption process. The Council was at fault for failing to consider all their complaints and delaying in completing the complaint procedure. This caused Ms X and Mr Y distress, frustration and uncertainty. The Council has agreed to apologise, make a payment to recognise the injustice caused and complete a new stage two investigation.

Summary: Miss X complained about the Council’s handling of her reports of disrepair in her temporary accommodation and that it took too long to complete a suitability review of the accommodation. We found fault by the Council on both matters. This caused Miss X and her child to live in unsuitable accommodation for longer than they should have. It also caused them distress, financial loss and uncertainty. The Council agreed to our recommendations to address the injustice caused.

Summary: We will not investigate this complaint about the way the Council considered a planning application before granting planning permission. We have not seen enough evidence of fault in the Council’s actions. We will not investigate events which occurred more than 12 months ago as complaints about these are late and there is no reason why Miss X could not have complained sooner.

Summary: Miss X complained about the Council’s handling of her homeless application. The Council was at fault for failing to carry out a medical assessment. The Council was not at fault for providing temporary accommodation to Miss X in an area she was at risk of abuse. There is no evidence it knew Miss X was at risk when it placed her there and it moved her promptly to new accommodation when it became aware. The Council has agreed to apologise, pay Miss X a symbolic amount and carry out the medical assessment to remedy the injustice caused.

Summary: We will not investigate this complaint about the Council’s decisions on a homelessness application. It was reasonable for Miss X to seek a review of the Council’s accommodation offer and its decision to end the homelessness duty.

Summary: We will not investigate this complaint about council tax liability. This is because the complaint is late and there are no good reasons for this.

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

Summary: We cannot investigate this complaint about the Council’s assessment of a homelessness application. It was reasonable for Mrs X to challenge the decisions by way of the review and appeals procedure. She has taken the matter to the County Court and we cannot investigate matters which have been subject to court proceedings regardless of the outcome.

Summary: We will not investigate this complaint about the Council’s decision to not start or consider an investigation in line with its adult safeguarding procedures. There is not enough evidence of fault to justify investigating.

Summary: We will not investigate Mr X’s complaint that the Council has mismanaged his property. Part of his complaint is late without good reason to investigate it now. We cannot achieve a worthwhile outcome by investigating the other part of his complaint.

Summary: I ended this investigation into Mrs X’s complaint about a lack of care and support from the Council since 2019. This is because there is insufficient evidence of fault and no worthwhile outcome achievable. Also, elements of Mrs X’s complaint prior to 2024 are either late or have already been investigated in previous Ombudsman investigations.

Summary: We will not investigate Ms X’s complaint about the Council’s decision to end its homelessness duty because she had refused an offer of suitable temporary accommodation. Ms X had appeal rights, and it was reasonable for her to exercise these. In any case, there is insufficient evidence of fault in the Council’s decision-making nor in the way it ended the temporary accommodation to justify our involvement.

Summary: Miss X complained that the Council failed to resolve disrepair in her temporary accommodation, which resulted in persistent damp and mould over an extended period. The Council was at fault for delay in addressing the leak, failing to complete or clearly record remedial works, and for not reviewing the suitability of the accommodation despite reports of health concerns and property damage. These faults caused significant distress to Miss X and her family. The Council has agreed to our recommendations.

Summary: We will not investigate this complaint about the Council’s handling of a prior approval application for a larger home extension. It is reasonable to expect the complainant to have used his right of appeal to the Planning Inspector, and there is insufficient evidence of fault by the Council.

Summary: Miss B complained that the Council failed to carry out repairs to her temporary accommodation. We found the Council delayed in carrying out the repairs and failed to give Miss B a written decision about the suitability of the accommodation with a right of review. This caused Miss B to live in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise, make a symbolic payment to her and improve its procedures for the future.

Summary: We will not investigate this complaint about a Penalty Charge Notice for a moving traffic contravention. This is because there is not enough evidence of fault to justify an investigation.

Summary: We will not investigate Ms M’s complaint about her dealings with the Council when she asked for help to care for her daughter in 2023 because there has already been an independent investigation and there is nothing more we could add.

Summary: We cannot investigate part of Miss X’s complaint about a school’s decision to off-site her child. The law prevents us from investigating complaints about what happened in schools. We will not investigate the remainder because any injustice is not significant enough to justify our involvement, and we could not add to the previous investigation by the organisation.

Summary: We have not investigated a complaint about delay by the Council in addressing repair issues in a temporary accommodation property, because it is late. There was fault in the way the Council then carried out the repairs, but the Council is currently negotiating a settlement about new matters with the complainant’s solicitor, which means there is no value to further investigation by us. The Council was at fault because it signposted the complainant to the wrong Ombudsman scheme to pursue her complaint further. Although this did not cause her an injustice, the Council has agreed to ensur

Summary: We will not investigate this complaint about the Council’s refusal to re-imburse costs of a carpet in temporary accommodation which it offered to the complainant. Any further investigation would not lead to a different outcome.

Summary: We will not investigate this complaint about the Council’s decision not to consider a late review request. There is not enough evidence of fault in how the Council made its decision, Mrs Y has a court appeal right that it was reasonable for her to use, and we cannot achieve the outcome that she seeks.

Summary: Mr X complained about how the Council handled his brother, Mr C’s, care. Mr X told us this impacted his mental and physical health. We have found no fault in the Council’s actions.

Summary: We will not investigate this complaint about the Council’s handling of council tax after Mr X moved abroad. This is because there is not enough evidence of fault.

Summary: We will not investigate this complaint about the Council’s handling of the complainant’s business rates account. There is insufficient evidence of fault by the Council.

Summary: We will not investigate this complaint about the Council’s failure to pay a remedy for a previous compalint to the Ombudsman. There is insufficient evidence of fault which would warrant an investigation.