Brighton & Hove City Council: the register
Ruling 22 015 508
Folio 348
Finding: Fault found
- Finding recorded by the ombudsman
- Upheld
- Service
- Other Categories: Leisure and culture
- Council
- Brighton & Hove City Council
- Body
- Local Government and Social Care Ombudsman
- Decided
- Summary
-
Ms X complained the Council banned her from her local library causing distress. We found fault in the Council’s decision making causing distress and uncertainty. We recommended it apologises to Ms X, pays her £300 for distress, reviews its decisions and acts to prevent recurrence.
Summary as published by the Local Government and Social Care Ombudsman.
Remedies
Words in quotation marks are quoted from the ombudsman’s decision.
States worked out on 9 October 2026.
The ombudsman publishes no entry for a remedy.
| Ordered | Outcome publishedThe ombudsman publishes no entry for a remedy. | |||||
|---|---|---|---|---|---|---|
| No. | What was ordered | Deadline | Payment | Date | Entry | Payment |
| 1 | ApologyProvide Ms X with an apology for the faults identified at paragraphs 47 to 50;Deadline as worded: Within one month of the date of my final decision |
Deadline passed 19 July 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 2 | PaymentPay Ms X £300 for distress and uncertainty;Deadline as worded: Within one month of the date of my final decision |
Deadline passed 19 July 2023. Outcome not published. | £300.00 | No outcome published by the ombudsman | ||
| 3 | Action for the personAllow Ms X the opportunity to provide information regarding the incident of December 2022 and then review its decision taking this into account;Deadline as worded: Within one month of the date of my final decision |
Deadline passed 19 July 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 4 | Action for the personReview its decision on whether Ms X can leave items in the library while she takes a break taking into account its duties under the Equality Act 2010 and provide Ms X with its decision and reasons;Deadline as worded: Within one month of the date of my final decision |
Deadline passed 19 July 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 5 | Service changeReview all policies applicable to the library ensuring its takes into account the Council’s duties under the Equality Act 2010;Deadline as worded: Within three months |
Deadline passed 19 September 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 6 | Service changeTake action to ensure it offers service users a right of appeal or review on a decision to exclude;Deadline as worded: Within three months |
Deadline passed 19 September 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 7 | Service changePublish any updated library policies on the Council’s website.Deadline as worded: Within three months |
Deadline passed 19 September 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| 8 | Service changeProvide training/guidance to customer contact staff on any new policy and to ensure they are aware to give reasons for their decisions with reference to the evidence relied on and relevant law or policy.Deadline as worded: Within three months |
Deadline passed 19 September 2023. Outcome not published. | None | No outcome published by the ombudsman | ||
| Stated payments ordered | £300.00 | Outcomes published by the ombudsman: none | ||||