Published complaints
At the conclusion of the council’s complaint procedure, the complainant has the right to contact the Ombudsman if they remain unhappy with the outcome of their complaint. For complaints about the council as a landlord, this will be the Housing Ombudsman. For all other complaints, this will be the Local Government and Social Care Ombudsman. Both Ombudsman publish as many decisions as they can once they have concluded their investigations. As an open and accountable council, we have linked any decisions reached by the Ombudsman about Central Bedfordshire Council to this page.
Decisions – 2024
Central Bedfordshire Council (24 008 658) – 21 October 2024
Summary: We will not investigate Mr X’s complaint regarding home to school transport. This is because there is not enough evidence of fault by the Council for us to be able to question its decision.
Central Bedfordshire Council (23 019 428) – 21 October 2024
Summary: Mr X said the Council failed to secure the special educational provision in W’s Education, Health and Care Plan. The Council was not at fault in how it arranged W’s education but was at fault for delaying in carrying out an annual review of W’s Plan. This caused Mr X avoidable frustration and uncertainty for which the Council will apologise and pay him £300.
Central Bedfordshire Council (24 007 827) – 15 October 2024
Summary: We will not investigate this complaint about the Council’s actions when substantiating an allegation involving Mrs X and her husband. The complaint is late and there is no good reason to exercise discretion to investigate it now.
Central Bedfordshire Council (23 015 668) – 19 August 2024
Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the way it responded to Mrs X’s concerns about the contractor’s standard of work and her compensation claim, causing injustice. The Council has agreed to remedy the injustice by; apologising and making a payment to reflect the distress caused; arranging for a surveyor to inspect the roof and meeting the cost of any work identified by the surveyor; and making a service improvement.
Central Bedfordshire Council (23 017 717) – 15 August 2024
Summary: The Council was at fault for delaying changes to Mrs B’s daughter’s special educational needs support. It was then also at fault for only partly dealing with Mrs B’s concerns about the support her daughter received. It has agreed to make symbolic payments to recognise the injustice suffered by Mrs B and her daughter, and will take steps to improve its service.
Central Bedfordshire Council (23 015 514) – 13 August 2024
Summary: The complainant (Mrs X) said the Council failed within its duties to her son (Y) for whom it maintains Education Health and Care Plan. We found fault in the Council’s delays to issue Y’s amended Education Health and Care Plan following its Annual Review in June 2022 and in its inadequate communication with Mrs X. We also found fault with the Council’s failure to arrange respite services for Y from June 2023. These faults caused uncertainty and distress. We do not propose to find fault in the way the Council handled alternative provision for Y. Some of the issues Mrs X complained about were or could have been appealed to the Special Educational Needs and Disabilities Tribunal or were linked to her appeal. The Council agreed to apologise, make a symbolic payment for Mrs X’s distress and to carry out some service improvements.
Central Bedfordshire Council (24 006 877) – 8 August 2024
Summary: We will not investigate Mrs X’s complaint about the Council’s School Admissions Appeal Panel’s handling of her appeal against the refusal to offer her child a place at her preferred school. This is because there is not enough evidence of fault affecting the panel’s decision.
Central Bedfordshire Council (23 013 269) – 1 August 2024
Summary: Mrs X complained the Council placed her child in an inappropriate school and failed to provide the provision set out in her child’s education, health, and care plan. Mrs X said this caused unnecessary distress and impacted her child. We cannot investigate the first part of the complaint because it is outside our jurisdiction. We do not find the Council at fault for the second part.
Central Bedfordshire Council (23 017 901) – 28 July 2024
Summary: There was fault by the Council, because it did not properly discharge its duty to arrange alternative provision for a child who was not attending school. It is not possible to state clearly what material difference this made, but we consider it caused frustration and distress to the complainant and child. The Council has agreed to offer a financial remedy to account for this, and to formally apologise.
Central Bedfordshire Council (23 014 112) – 23 July 2024
Summary: The Council investigated the complainants' concern that it delayed issuing their daughter’s Education, Health, and Care Plan after an annual review. Children’s Services did not attend this review, and services were wrongly withdrawn. The Council accepted fault and provided redress to ensure the complainants' daughter received services in accordance with her Plan. The Council also apologised and made a small symbolic payment. We are satisfied this is a sufficient remedy, and therefore we are closing the complaint.
Central Bedfordshire Council (24 002 346) – 15 July 2024
Summary: We will not investigate Mrs X’s complaint about a care bill the Council sent her for her mother’s care and support placement. This is because there is insufficient evidence of fault.
Central Bedfordshire Council (24 001 129) – 2 July 2024
Summary: We will not investigate Mrs X’s complaint about the care assessment the Council completed for her daughter, and that the Council has refused to provide the care and support her daughter needs. This is because there is insufficient evidence of fault.
Central Bedfordshire Council (24 002 526) – 1 July 2024
Summary: We will not investigate this complaint about the Council’s actions in relation to the complainant’s son’s special educational needs. The complaint is late, and there are insufficient grounds to consider it now.
Central Bedfordshire Council (24 003 059) – 27 June 2024
Summary: We cannot investigate Miss X’s complaint about a court report and the court’s decision to issue a care order because it lies outside our jurisdiction. The law prevents us from investigating complaints about matters that have been considered in court. We have no discretion to do so.
Central Bedfordshire Council (23 015 961) – 19 June 2024
Summary: Miss B complained the Council failed to provide suitable education for her son, C, and failed to ensure he received the provision set out in his Education, Health, and Care Plan from March 2022 to January 2023. Miss B said C missed education and plan provision, and she was distressed and impacted financially by the Council’s actions. There was fault in the way the Council did not ensure C received any education or plan provision, did not follow the plan review process, and did not fully consider Miss B’s complaint. C missed out on education and plan provision for two and a half academic terms. Miss B was frustrated and put to time and trouble to complain. The Council has agreed to apologise, make a financial payment, and remind staff of the Council’s responsibilities.
Central Bedfordshire Council (24 001 147) – 19 June 2024
Summary: Miss B complained the Council failed to provide appropriate education to her son, C, and failed to ensure he received the provision set out in his Education, Health, and Care Plan from September 2022 to September 2023. Miss B said C missed education and provision, and she was distressed and impacted financially by the Council’s actions. The Council did not provide C with any education or plan provision until appeal rights to the Tribunal were engaged, did not follow the plan review process, and did not consider her complaint. C missed out on education and plan provision for one academic term. Miss B was frustrated and put to time and trouble to complain. The Council has agreed to apologise, make a financial payment, and remind staff of the Council’s responsibilities.
Central Bedfordshire Council (24 000 498) – 9 June 2024
Summary: We will not investigate Miss X’s complaint about a data breach and the Council’s actions in relation to its child protection involvement with her family. This is because the data matter is best considered by the Information Commissioner’s Office, and there is no sign of fault in the Council’s decision not to consider her complaint about its child protection actions while there are ongoing court proceedings.
Central Bedfordshire Council (23 021 031) – 13 May 2024
Summary: We will not investigate Mrs X’s complaint about the Council failing to investigate her complaint fully under the statutory children’s complaints procedure. This is because an investigation would not lead to any further findings or outcomes.
Central Bedfordshire Council (23 019 955) – 29 April 2024
Summary: We will not investigate this complaint about the Council’s failure to address internal and external repairs in a privately rented property. There is no statutory or contractual agreement between the Council and Mr X. His private landlord is contractually responsible for carrying out repairs under the assured shorthold tenancy agreement which he holds with it.
Central Bedfordshire Council (23 007 026) – 10 April 2024
Summary: Mr X complains about delay and failure to deliver provision outlined in Y’s EHCP. We have concluded our investigation having made a finding of fault. There was delay in finalising Y’s EHCP, and the Council failed to provide Y with a laptop that could be used outside of the educational setting. We acknowledge that while 1:1 support and coordination of the educational package have not been delivered as per the terms of the order, Y has not been caused significant injustice as this provision has been delivered through Provider A. The Council has accepted our recommendations.
Central Bedfordshire Council (23 017 984) – 22 March 2024
Summary: We will not investigate this complaint about work carried out on the road where the complainant lives. We cannot decide whether the Council is liable for damage to his property or personal injury; these are matters for insurers or the courts. Nor can we require the Council to impose penalties on those who carried out the work.
Central Bedfordshire Council (23 019 538) – 14 March 2024
Summary: We will not investigate this complaint about the Council’s recommendations to court. The law prevents us from considering matters that have been considered in court, and it would be reasonable for Miss X to raise her concerns as part of that process.
Central Bedfordshire Council (23 002 708) – 5 March 2024
Summary: Mrs X complained the Council failed to provide a suitable education for her daughter, Y, when she was unable to attend school. There was fault in how the Council took too long to issue Y’s Education Health and Care Plan and to arrange alternative education for Y, and in how it communicated with Mrs X. The Council agreed to fully apologise for those delays and pay a financial remedy. It also agreed to review how it manages contact with its special educational needs team and develop a plan to improve access to educational psychology advice.
Central Bedfordshire Council (23 007 275) – 26 February 2024
Summary: Mrs X complained the Council failed to provide appropriate alternative education and special educational provision for her child when they were unable to attend school, and delayed issuing an education, health, and care plan. She said the missed education had an impact on her child, and it also caused her and her family unnecessary and avoidable distress. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and make a payment to Mrs X.
Central Bedfordshire Council (23 013 719) – 18 January 2024
Summary: We will not investigate Mrs X’s complaint that the Council has wrongly refused to assess her child via its children with disabilities team rather than its children in need team. There is not enough evidence of fault by the Council to warrant our involvement.
Central Bedfordshire Council (23 014 670) – 3 January 2024
Summary: We will not investigate this complaint about matters relating to the care of the complainant’s children. This is because the investigation would achieve nothing significant.
Central Bedfordshire Council (23 012 833) – 2 January 2024
Summary: We will not investigate this complaint about the education provided to the complainant’s son. There are no good reasons the late complaint rule should not apply.
Decisions - 2023
Central Bedfordshire Council (23 008 191) – 6 December 2023
Summary: Mr X complained about the Council’s support for his disabled child and about the Council’s motive for beginning child protection proceedings. The Council was at fault for failing to use the statutory children’s complaints procedure to investigate Mr X’s complaint, and for giving him confusing information. This caused Mr X undue frustration and meant he went to unnecessary time and trouble. The Council will apologise, pay Mr X £150 in recognition of his injustice, and consider Mr X’s complaint at stage two of the statutory procedure.
Central Bedfordshire Council (23 012 352) – 24 November 2023
Summary: We will not investigate this complaint about how the Council dealt with a complaint about a planning matter. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate.
Central Bedfordshire Council (23 010 705) – 6 November 2023
Summary: We will not investigate Mr X’s complaint that the Council failed to identify issues with his building work and has refused to reimburse him for putting them right. This is because we cannot hold the Council responsible for the issues or achieve any worthwhile outcome for Mr X.
Central Bedfordshire Council (23 009 686) – 23 October 2023
Summary: We will not investigate this complaint about the Education Health and Care Plan process for the complainant’s son. There is not enough evidence of fault by the Council.
Central Bedfordshire Council (23 009 225) – 17 October 2023