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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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London Borough of Barking & Dagenham (25 002 702)
Report Upheld Allocations 04-Jun-2026
Summary: We found the Council failed to properly explain to Mr X its decision about his priority banding. The Council failed to inform Mr X of his right to request a review of this decision. It then took too long to re-consider its decision when challenged which was fault. The Council was at fault for not carrying out homeless inquiries when informed Mr X’s property was no longer suitable to occupy. It also delayed carrying out an Occupational Therapy (OT) assessment. This has caused Mr X distress, frustration and uncertainty.
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Lancashire County Council (25 004 409)
Statement Upheld Special educational needs 26-May-2026
Summary: Miss X complained the Council delayed issuing her child Y’s final amended Education, Health and Care Plan. She also said the Council failed to secure all the provision in Section F. We find the Council at fault for significant delay and poor complaint handling. This caused loss of educational provision for Y and caused Miss X distress and uncertainty. The Council will apologise, makes symbolic payments for lost provision and distress, provide an update on its current action plan, and review its oversight of complaint response times.
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London Borough of Enfield (25 005 018)
Statement Upheld Assessment and care plan 26-May-2026
Summary: Mrs Y complains about the Council’s handling of her father’s (Mr X) discharge from hospital into residential care and related matters. We found the Council to be at fault. It gave Mrs Y incorrect information and took too long to carry out an inaccurate financial assessment. This caused significant distress, uncertainty and frustration. To remedy this injustice, the Council agreed to apologise, make an additional symbolic payment to Mrs Y and take action to correct the financial assessment and reimburse Mrs Y. It will also take action to improve its service.
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London Borough of Barking & Dagenham (25 005 873)
Statement Upheld Homelessness 26-May-2026
Summary: Miss W complained on behalf of her mother Mrs X about how the Council handled her request for homelessness assistance. We find no fault regarding her complaints the Council was rude, wrong to issue a warning notice, lacked fairness and empathy and did not make reasonable adjustments. We find the Council at fault for housing Mrs X and her family in unsuitable bed and breakfast accommodation that caused significant injustice. The Council has agreed to apologise and make a symbolic payment to remedy the injustice.
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Bath and North East Somerset Council (25 007 077)
Statement Upheld Direct payments 26-May-2026
Summary: Mr X complained the Council stopped Mr Z’s funding for activities. There was fault by the Council. It wrongly recorded Mr X and Mr Z agreed with the revised care and support plan and did not share a copy with Mr X. This was fault causing avoidable confusion. The Council will apologise and amend Mr Z’s care and support plan to record the areas of outstanding disagreement. It will also provide Mr X with a copy of the revised plan.
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Staffordshire County Council (25 007 222)
Statement Upheld Charging 26-May-2026
Summary: Mr X complained the Council failed to manage his mother, Ms Y’s, finances while she was in a nursing home and did not stop payments from her bank account. He says this distressed him and meant the Council wrongly charged him for Ms Y’s care costs after her death. The Council was at fault. It delayed making a deputyship referral and was late responding to Mr X’s complaint. This caused uncertainty and frustrated Mr X. The Council has agreed to apologise.
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Cumberland Council (25 007 438)
Statement Not upheld Assessment and care plan 26-May-2026
Summary: There was no fault by the Council in how it handled the care needs of Mrs X’s daughter. It regularly reviewed her care and support needs and it considered whether her mental capacity meant it should take action under rules that can see restrictions placed on a person’s liberty.
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Leeds City Council (25 008 641)
Statement Upheld Special educational needs 26-May-2026
Summary: The Council was at fault for the failure to review the Education, Health and Care (EHC) Plan for Ms X’s child, Y and its failure to provide the educational provision detailed in the Plan causing Y to miss out on education and therapy, and frustration for Ms X. Poor communication and complaint handling by the Council added to Ms X’s frustration. The Council has agreed to apologise and make a payment to recognise the missed provision, delay and frustration caused.
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London Borough of Hackney (25 009 600)
Statement Closed after initial enquiries Other 26-May-2026
Summary: We will not investigate this complaint about Mr X’s experience with the Council’s domestic abuse service. This is because there is not enough evidence of fault and we could not add to the Council’s investigation.