Annex 3
LGSCO/ Housing Ref |
Directorate |
Service Area |
Summary of Final Decision |
Actions |
Date of final decision |
Actions completed date |
Actions completed in time Y/N |
Decision |
202003605 |
HHASC |
Housing repairs |
The complaint is in response to the resident’s request for replacement of his windows, and the landlord’s communication. The Ombudsman find there is no fault in the decision not to replace the windows. However, fault has been found with the communication between the service and the customer. |
Pay £75. Review Communications. Review complaints procedure. |
02/12/2020 |
31/12/2020 |
Y |
Upheld: Malad & Injustice |
19012757 |
HHASC |
Adult Social Care |
Mr C complained to us about the way in which the Council carried out his financial assessment. He said the Council failed to make reasonable adjustments during the process and failed to properly deal with some of his disability related expenses (DREs). Mr C says this made him distressed and resulted in an assessed contribution he cannot afford. The Ombudsman found fault with regards to the Council’s actions, which caused an injustice. The Council has agreed to reconsider part of his expenses and share the lessons learned with its staff. |
•
Provide an apology to Mr C for the faults identified above and the
distress these have cause him. It should also pay him
£200. |
01/12/2020 |
21/01/2021 |
N - Lack of engagement by customer - Ombudsman confirmed Remedy complete and satis |
Upheld: Malad & Injustice |
20000942 |
EAP |
Parking |
Mr X complains the Council wrongly pursued enforcement action against him regarding a Penalty Charge Notice. Mr X also complains about delays in the Council’s handling of the matter. He says the Council’s actions have caused him unnecessary distress and upset. He also says he has spent a considerable amount of time and trouble in dealing with his complaint. We find fault by the Council in this matter for which the Council has agreed a remedy. |
pay 100 and remind officers of procedures |
26/11/2020 |
22/1/20021 |
N- due to staff covering other areas |
Upheld: Malad & Injustice |
19021254 |
EAP |
Planning |
Mr X complained about the Council’s decision to approve an application on land behind his former home. We ended our investigation because we are unlikely to recommend a remedy for Mr X. |
NA |
15/01/2021 |
|
|
Closed after initial enquiries - No further action |
19009453 |
HHASC |
Adult Social Care |
Ms C complains her mother was taken into hospital with hypothermia, and about the time it took to move her mother back to her own home again, after she had been discharged from hospital. We found the Council should have ensured that, when it became aware of a heating problem at the property, that appropriate steps were taken to resolve this immediately. The Council has agreed to apologise for this. |
Issue an apology |
07/12/2020 |
31/12/2020 |
Y |
Upheld: Malad, No Injustice |
20008123 |
EAP |
Planning |
Mr X complains about the Council’s decision not to take enforcement action against a neighbour’s extension. We will not investigate this complaint because there is no evidence of fault by the Council. |
na |
23/12/2020 |
na |
na |
Closed after initial enquiries - No further action |
20005860 |
CEC |
Childrens Social care |
The Council was at fault for its record-keeping after receiving information about the welfare of Mr B’s son. Because of this, it is unable to provide evidence that it properly dealt with the information. The Council has apologised to Mr B and has offered £500 to recognise his, and his son’s, distress. This is a suitable remedy.
|
None as council already remedied – we will follow up with the customer to progress these. |
05/02/2021 |
na |
na |
Upheld: Malad and injustice – no further action – as council already remedied |