Decision search
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Shropshire Council (25 006 308)
Report Upheld Special educational needs 17-Jun-2026
Summary: We upheld Mrs X’s complaint about a delay in transferring her child Y’s Education, Health and Care Plan when they moved into Shropshire. The delay meant Y did not receive the educational provision in his Education, Health and Care Plan between February and July 2025 which was an important year for him. Mrs X and Y are an armed forces family and the gap in Y’s education made the move and settling into the area more difficult and stressful. Communication was also not in line with our expected standards which caused Mrs X avoidable frustration.
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Macc Care (Stafford) Limited (25 006 402)
Statement Upheld Residential care 09-Jun-2026
Summary: We have not found fault in the way the care home provided personal care to Ms C. However, there were two incidents witnessed by Ms C’s family and friends which were not properly recorded and, in one of the incidents, care was not provided in line with the care plan.
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London Borough of Croydon (25 006 534)
Statement Upheld Allocations 09-Jun-2026
Summary: The Council failed to review Ms X’s banding when she provided further evidence, failed to discuss the option of a disabled facilities grant for adaptations and delayed responding to some of her communications. That caused Ms X distress and leaves her with some uncertainty. An agreement to reconsider Ms X’s banding, a discussion about adaptations with the housing association, apology and payment to Ms X are satisfactory remedy.
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Derbyshire County Council (25 007 760)
Statement Not upheld Safeguarding 09-Jun-2026
Summary: The Council was not at fault in the way it responded to concerns about Mr X’s actions. There were concerns raised about his actions in respect of his grandmother’s (Mrs B’s) finances, health and accommodation which the Council had a duty to consider even though Mr X holds power of attorney for Mrs B.
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Suffolk County Council (25 009 169)
Statement Upheld Assessment and care plan 09-Jun-2026
Summary: Miss X complained about the way the Council reduced her support from 35 to 14 hours per week. She also complained about the way the Council’s staff treated her during the review meeting. We found fault in the way the Council carried out a review of Miss X’s care and support plan and the way it had responded to her complaint. The Council’s fault caused injustice to Miss X as for many months she did not have adequate support and had to rely on her adult son. The Council has already reviewed its decision on Miss X’s support and reinstated her previous hours. The Council has agreed to apologise, make a payment to recognise Miss X’s injustice and remind its staff of what they should include in the review of care and support plans.
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London Borough of Merton (25 009 890)
Statement Upheld Assessment and care plan 09-Jun-2026
Summary: Ms X complained about the way the Council dealt with the care and support of her son, Y, and her as a carer. The Council was at fault for delaying in completing a carers assessment and poorly responding to Ms X’s complaint. The Council should apologise and make a payment to Ms X to remedy the frustration and uncertainty caused.
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London Borough of Havering (25 010 766)
Statement Upheld Other 09-Jun-2026
Summary: Ms B complained the Council failed to properly assess her child’s needs and provide short breaks and failed to carry out the agreed stage two recommendations. The Council was at fault. There were delays by the Council in its handling of Ms B’s complaint and in it actioning the agreed recommendations. Ms B suffered distress, frustration and spent time and trouble pursuing the matter. Ms B’s child also lost the opportunity to receive support and short breaks. The Council has agreed to make symbolic payments and send us evidence of a review it says it is carrying out.
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Kirklees Metropolitan Borough Council (25 013 022)
Statement Not upheld Licensing 09-Jun-2026
Summary: Mr X complained about the Council’s policy decision to ban the use of white Private Hire Vehicles. He said thousands of drivers will be financially affected. There was no fault in the Council’s decision-making process.
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Essex County Council (25 013 424)
Statement Upheld Special educational needs 09-Jun-2026
Summary: We find the Council failed to ensure that Miss X’s child, Y, received the occupational therapy provision set out in their Education, Health and Care Plan following a Tribunal decision. As a result, Y was without this provision for a significant period. This also caused Miss X distress, frustration and uncertainty. The Council will apologise, make a financial payment to Miss X to recognise the loss of provision, reconsider Miss X’s personal budget request and issue a clear written decision on that request. It should also remind staff of the requirement to provide written decisions on personal budget requests.
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London Borough of Ealing (25 013 910)
Statement Closed after initial enquiries Homelessness 09-Jun-2026
Summary: We will not exercise discretion to investigate this complaint about the Council’s offer of unsuitable accommodation and ending its homelessness duty. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Ms X could not have complained to us sooner. It was reasonable for Ms X to ask for a review of the decisions at the time.