Decision search
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London Borough of Hackney (24 003 887)
Report Upheld Transport 03-Apr-2025
Summary: Mrs D complained the Council refused to renew her Blue Badge. Our investigation has found fault in the advice given to staff who work at the Council’s assessment centre and assess Blue Badge applications.
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Northumberland County Council (24 004 200)
Statement Upheld Fostering 25-Mar-2025
Summary: Mrs Y complained about some of her experiences as a foster carer. The Council upheld and partially upheld some of her complaints. We have investigated the areas of complaint which the Council did not uphold. We have also considered whether the remedies already offered by the Council are proportionate. The Council has agreed to make a further payment of £750 to Mrs Y in recognition of the uncertainty and distress cause by the fault. The Council will also provide evidence of some of the service improvements already agreed.
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Liverpool City Council (24 006 013)
Statement Closed after initial enquiries Special educational needs 25-Mar-2025
Summary: We will not investigate Mrs X’s complaint about education support issues. We are unlikely to achieve significantly more than the Council has already offered.
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Southend-on-Sea City Council (24 007 529)
Statement Upheld Other 25-Mar-2025
Summary: Miss X complained the Council failed to take action to protect her child. She says this meant her and her child missed intervention and support. We find fault with the Council for failing to identify suitable remedies for Miss X during the statutory complaints process. The Council has agreed to pay a financial remedy to Miss X for distress.
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London Borough of Barnet (24 008 391)
Statement Upheld Special educational needs 25-Mar-2025
Summary: Ms X complained about the education, health and care needs assessment process. She also says the Council failed to secure the special educational provision in her child’s education, health and care plan and failed to respond to her request for a personal budget. She says this caused stress, anxiety and uncertainty. We found the Council failed to inform Ms X of the reasons for its decision to refuse her request for a personal budget. This caused her uncertainty, and she was denied the opportunity to request a review of the decision. The Council has agreed to apologise and make a payment to Ms X in recognition of the injustice caused. We do not uphold the remainder of Ms X’s complaints.
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Midshires Care Limited (23 019 829)
Statement Upheld Domiciliary care 25-Mar-2025
Summary: Mr X and Mr Y complained on behalf of Mrs Y about the actions of Midshires Care Limited when providing live in carers for Mrs Y. We found the Care Provider did not tell Mr X and Mr Y certain information about carers, made an unannounced visit to their home, did not communicate properly about care arrangements for Mrs Y after a live in carer placement ended and continued to ask them for payment despite saying a hold was on their account. To remedy the injustice caused the Care Provider agreed to apologise, make a payment for the distress caused and carry out a service improvement.
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Central Bedfordshire Council (23 021 044)
Statement Upheld Alternative provision 25-Mar-2025
Summary: Mrs X complained the Council failed to provide a suitable education for her child when they were unable to attend school due to bullying. Mrs X also said the Council incorrectly decided not to consider a complaint about this. We have found the Council at fault for failing to consider Mrs X’s complaint through its complaints procedure. We have also found the Council at fault for failing to properly consider its section 19 duty, or document its decision-making. We cannot say the Council’s response would have been different, but for these faults. The Council has agreed to apologise and pay a symbolic financial remedy in recognition of the avoidable uncertainty caused. The Council also agreed to provide guidance to its officers.
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Nottingham City Council (24 001 921)
Statement Not upheld Other 25-Mar-2025
Summary: Ms X complained the Council failed to act over the condition of two derelict properties near her home. She said the condition of the properties encourages fly-tipping and rodents, which is a public health issue impacting her, and the community. There was no fault in the Council’s consideration of its available powers or in its response to the issues Ms X complained about.
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Milton Keynes Council (24 002 516)
Statement Upheld Special educational needs 25-Mar-2025
Summary: Miss X complained about the way the Council dealt with her son, Y’s education. The Council was at fault for failing to issue the Education Health and Care Plan within statutory timeframes and poor communication and complaint handling. This caused distress and frustration to Miss X and Y. The Council will apologise and make a payment to recognise the personal injustice caused.
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Devon County Council (24 011 848)
Statement Upheld Transition from childrens services 25-Mar-2025
Summary: Mrs X complained the Council delayed assessing her son’s adult care needs on his transition from children to adult care services. We find the Council was at fault as it significantly delayed completing an assessment of Mrs X’s son’s adult care needs. This caused avoidable distress and frustration, and Mrs X had to privately fund provision for her son. The Council has agreed to our recommendations to apologise to Mrs X and her son, make payments to them and implement service improvements.