Local Government

Summary

C complained about the council’s handling of communal repairs at a tenement in which C owned a property. Extensive work was required following a fire. The council owned the majority of properties in the building and took the lead in arranging and managing the work. During the work to repair the fire damage, extensive dry rot was identified. Work was completed around four years after the fire.

The invoice C received from the council for the dry rot works was approximately £15,000 over what C had expected to pay, based on the estimates for work given two years prior. C complained about the council’s management of the repairs, including their communication.

We found that the council’s communication with C during the period of works and in respect of the increasing costs was unreasonable. The council also failed to follow their own processes or act in line with their obligations under the Tenements (Scotland) Act 2004. The final invoicing included substantial costs for which C was not liable, and which should not have been included in the invoice. The council also failed to notify C of the costs of an emergency repair to the roof following a storm within a reasonable period of time, resulting in C missing the opportunity to submit an insurance claim for the costs.

Overall, we found that the council’s management of communal repairs was unreasonable. Therefore, we upheld this part of C's complaint. We considered that regardless of communication issues and delays, the costs would likely have been incurred and therefore are duly payable by C. However, given the multiple failings in relation to communication and administration, we recommended that the council refund the administration fee to C.

C also complained about the council's handling of their complaint. We found that the council’s complaint handling was unreasonable. The council failed to identify C’s expression of dissatisfaction as a complaint, failed to respond within a reasonable timescale or provide timely updates, misinterpreted C’s complaints, and made contradictory statements in the complaint response. Therefore, we upheld this part of C's complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the failure to reasonably manage the communal repairs and the failure to reasonably handle C's complaint. The apology should meet the standards set out in the SPSO guidelines on apology available at HYPERLINK "http://www.spso.org.uk/information-leaflets" www.spso.org.uk/information-leaflets .
• Clarify whether the scaffold and site establishment costs were charged to C, and consider whether these funds should be reimbursed.
• The council should make a financial payment to C of £2,278, the equivalent of the 7% administration fee charged by the council for these works, in recognition of the poor standard of administration and failure to act in line with their responsibilities under the Tenements (Scotland) Act 2004 when arranging for these repairs to be carried out.

What we said should change to put things right in future:

• The council should manage repairs carried out under the terms of the Tenements (Scotland) Act 2004 in line with their obligations. When managing repairs, the council should ensure tenants and homeowners are updated of the progress of the project regularly, particularly where the scope of the works and the costs escalate.

In relation to complaints handling, we recommended:

• Complaint handling should be in line with the Model Complaint Handling Procedures. We offer SPSO accredited Complaints Handling training. Details and registration forms for our online self-guided Good Complaints Handling course (Stage 1) and our online trainer-led Complaints Investigation Skills course (Stage 2) are available at  HYPERLINK "https://www.spso.org.uk/training-courses" https://www.spso.org.uk/training-courses .

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C complained that the council had failed to keep their child (A) safe whilst in the council’s care and that A had been inappropriately placed in secure accommodation. A had been in care in a number of different settings, including secure units. Some were run by third party care providers or the NHS. It was accepted by the council that A had been able to harm themselves whilst in care and that A had been placed in secure accommodation when the council was not legally entitled to do so. The council said that some incidents had occurred despite the best efforts of staff to keep A safe.

We took independent advice from a registered social worker. We found that the council had taken reasonable steps to try and ensure A’s safety, and had worked with third parties to ensure incidents were fully reviewed. They had also taken reasonable steps to prevent a reoccurrence of the error that led to A being accommodated. We did not find communication with C had been unreasonable given C’s restrictions on the kind of communication that they would accept from the council. We did not uphold these aspects of the complaint.

Summary

C and their autistic child took up their tenancy, having been offered the property following assessment for priority for allocation.

C reported anti-social behaviour that they were experiencing from neighbours to the council. The behaviour ranged from communal areas being untidy and vandalised, to evidence of drug taking, loud noise and aggressive behaviour from neighbours and others entering the block.

C was dissatisfied with the action that the council took in response to numerous reports of anti-social behaviour, and they were very concerned about the impact that this was having on their child. C was also dissatisfied with the council’s handling of their application to be allocated another tenancy in a different area, and their refusal to consider sheltered housing given their child's needs.

The council responded to C’s concerns explaining that they had responded appropriately to reports of anti-social behaviour and did not uphold C's complaint. The council also explained that they considered that C’s initial allocation of housing was appropriate and in accordance with policy.

We found that the council could not evidence that they consistently responded to C’s concerns of anti-social behaviour inline with their policy and upheld this complaint on this basis. With respect to the complaints on the assessment of C’s housing application, we found that this had been assessed in accordance with policy and did not uphold the complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the failures identified. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.

What we said should change to put things right in future:

• Relevant council staff should be aware of the relevant policies including Antisocial Behaviour Neighbour Complaints Policy and Procedures , with respect to logging, investigating and responding to complaints of anti-social behaviour by tenants.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C complained that the council had failed to address excessive noise from a recreational area near their home. We found that the council had taken appropriate action in relation to C’s complaints of noise nuisance and did not uphold C’s complaint. However, we did provide the council with feedback on ensuring they carry out visits within a reasonable timeframe where they have agreed to do so, or contact the customer to explain why they are unable to do so.

C also complained about the council’s handling of their complaint. C raised a complaint with the council about the high levels of noise from the recreational area. The council responded on the same day saying that they could not consider noise nuisance under their complaints procedure as the nuisance was not being caused by the council or by any maladministration on behalf of the council. C was advised to engage with the appropriate council service regarding monitoring and establishing the noise nuisance and was signposted to the SPSO if C felt they were not responding to what they considered to be complaints.

We found that the council unreasonably failed to act in line with the Model Complaints Handling Procedure by refusing to further respond to C’s complaint. Therefore, we upheld C’s complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the specific failings identified in respect of this complaint. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.

In relation to complaints handling, we recommended:

• Complaint investigations should be carried out in line with the Local Authority Model Complaints Handling Procedure.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C complained about the process around a Looked After and Accommodated Child (LAAC) review meeting for their child (A) and the decision taken to end A’s residential placement.

We took independent advice from a social worker. We found that the decision making was based on an appropriate needs assessment and that it was reasonable for the council to consider Self-Directed Support (SDS) options for respite, rather than continuing to fund a full time residential placement that A did not need. However, neither the assessment nor the LAAC review specified what form of respite was considered appropriate for A and why. It should have been made clear to A and C that overnight residential support was no longer required and why external agency respite options were not appropriate.

We also found no evidence that the draft assessment was shared with A and C for their comments, and no record of discussion with the parents about the respite options prior to or at the LAAC review meeting. It was not clear how the council concluded SDS was in A’s best interests, or that this had been properly communicated to or discussed with C.

We upheld C’s complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the shortcomings identified in this investigation. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.
• Provide C with an explanation in respect of external respite options, and why they were considered unsuitable for A.

What we said should change to put things right in future:

• Key decisions and changes need to be properly documented, explained and communicated. In complex cases such as A’s, case supervision sessions should go over in some detail communication with parents – what information has been shared, what explanations given about actions taken / decisions or recommendations made. LAAC meetings and minutes should detail how best interest decisions were made.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C complained that the council and school staff failed to reasonably respond or act when C told them about domestic violence witnessed by their child (A). C said that the council had breached their duty of care and Child Protection obligations in respect of A by ignoring C’s concerns about the domestic abuse that they were suffering and failed to provide A with appropriate support.

The council did not uphold C’s complaint. They considered that C and their family had received an appropriate level of support in line with the council’s policies and procedures.

We took independent advice from a social worker. We found that there was a failure by school staff to reasonably respond to, or act upon, C’s reports of domestic violence witnessed by A. We found that staff should have contacted the council’s Joint Child Protection Team for advice and guidance following C’s initial disclosure of domestic abuse. Therefore, we upheld C’s complaint.

We also identified a concern that council staff may not fully recognise what constitutes domestic violence. It encompasses more than just physical violence and includes a range of behaviour as outlined in relevant legislation. We provided the council with feedback on this point.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the failings identified. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C is the grandparent of A and B, whose parents were separated. C complained about the actions of the council after A and B’s parent (X) submitted an authorised absence request from school to spend some time abroad. C considered that the council failed to check with A and B’s other parent (Y) that they were in agreement with the proposed absence from school and that the council failed to reasonably assess the risks when granting the authorised absence request.

C complained that the council failed to reasonably assess the authorised absence request. We found that the council failed to reasonably assess the authorised absence request as relevant paperwork was not completed or a rationale documented to support their decision. We upheld the complaint.

C also complained that the council unreasonably failed to inform Y of the request. We found that the council reasonably followed their policy in relation to communicating with Y. We did not uphold this complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for failing to follow procedure in considering the authorised absence request. The apology should meet the standards set out in the SPSO guidelines on apology available atwww.spso.org.uk/information-leaflets.

What we said should change to put things right in future:

• When considering authorised absence requests appendix 4 should be completed along with a copy of the pupil’s attendance record.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C complained about communication from the council's social work department relating to C’s involvement in the Looked After Child (LAC) review process. C held parental rights and responsibilities for their child. C raised concerns about not being invited to attend a review meeting and not receiving a legible copy of a relevant report in advance of the meeting. In their response to the complaint, the council explained a watermark was incorrectly applied in the wrong font colour and apologised for this error.

We found that C was reasonably informed of the arrangements for the LAC review meeting and how they could contribute to it. In the month prior to the review meeting, the council’s Independent Reviewing Officer (IRO) contacted C. The role of an IRO is to work autonomously to manage and chair LAC reviews for children who are looked after and accommodated by the council. The IRO told C by email that there would be no option for C to attend the LAC review meeting, and C could submit their views via a proforma. C received a copy of the relevant report prior to the review meeting.

We found that the council had reasonably acknowledged, apologised for and rectified the error of the incorrectly applied watermark. Overall, we found that the provision of the relevant report, proforma that invited C’s views and email correspondence demonstrated that the council intentionally communicated with C in line with their responsibilities to seek the views of C as a person holding parental rights and responsibilities, in line with the relevant legislation and the council’s procedure. On this basis, we did not uphold this complaint.

Summary

C complained that the council unreasonably failed to investigate and respond appropriately to incidents of bullying behaviour towards their child (A). C raised concerns about an incident where A’s private information was accessed by other pupils, and about the school’s implementation of a plan to help support A. C also complained about the way the school had handled previous concerns of bullying behaviour directed towards A.

The council noted that A’s information had been accessed and investigated the circumstances, but acknowledged that C did not accept the most likely explanation. However, the council recognised that the school had not supported A as they would have wished and upheld parts of the complaint regarding the support offered to A and the failure to implement an agreed support plan.

C was unhappy with the council’s response and brought their complaint to our office. We found that, whilst the school had reasonably investigated incidents relating to the accessing of A’s private information, the record keeping of the investigation and response to the incident was unreasonable. In addition, we found that the school had failed to record behaviours A experienced as bullying, failed to record incidents on the appropriate systems and did not appropriately record actions taken in response to bullying behaviour.

We found that the council could not adequately evidence the supports in place for A, or actions taken in response to bullying concerns. Therefore, we upheld C's complaint.

Under our general powers to investigate and consider complaints handling we determined that the council’s investigation of C’s complaint was unreasonable given that it had not identified the issues of unreasonable record keeping during the investigation. We made a recommendation to address this.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C and A for the failures we have found. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.

In relation to complaints handling, we recommended:

• Individuals investigating complaints should be aware of the complaints handling process together with the importance of assessing the quality of the evidence available, the impact this has on the ability to respond to a complaint and the learning and improvements which should be identified.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.

Summary

C, the complainant, is a tenant of the council. They complained about the council’s refusal of an application for mutual exchange with another council tenant. C found out through the other tenant that the council had told them the application was refused because of ‘management concern for C’. C contacted the council to enquire about the decision and they were advised that they would receive a written response detailing their right to appeal. C heard nothing further and submitted a complaint.

In their complaint response the council apologised that C had not received a letter confirming that the application had been refused. The council said that their officers had worked within the relevant legislation and policies/procedures to refuse an exchange, on the basis that complaints had been made to the Safer Neighbourhood Team in connection with C’s tenancy.

In response to our enquiries, the council provided us with their Mutual Exchange Policy, Mutual Exchange Process Map and Mutual Exchange Guidance Note. The council said that they had followed their policy and provided more detail about alleged anti-social behaviour on the part of the tenant.

We found that the council had failed to follow their policy when considering C’s application. They should have carried out a home visit, sent out a letter with their decision, and given adequate reasons for the decision. The council’s failure to issue their decision on time also prevented C from being able to appeal the decision. Taking all of this into account, we upheld the complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to C for the failings identified. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/information-leaflets.
• The council should reconsider the application. In the event that the mutual exchange is no longer an option, the council should consider whether any alternative remedy is available to C. If, after an assessment in line with their policy, the council decide to refuse the mutual exchange, their decision must clearly explain why they have taken this decision.

What we said should change to put things right in future:

• The council’s staff understand the steps that they require to follow when a mutual exchange application is received.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.