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Reading Borough Council (25 001 921)
Statement Upheld Assessment and care plan 06-Feb-2026
Summary: The Council was at fault for failing to ensure Ms Y had support to meet her eligible care needs between January and June 2025 and for repeatedly suggesting Mrs X consider direct payments. The Council has agreed to apologise to Ms Y and Mrs X and make payments to acknowledge the frustration, lack of respite and missed provision the faults caused.
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London Borough of Merton (25 003 108)
Statement Upheld Assessment and care plan 06-Feb-2026
Summary: Mr X complained about the Council’s handling of concerns about disrepair and risk in Ms Y’s supported living placement. He said she was at risk of harm and did not receive the support she needed. We found fault by the Council for causing delays in the statutory assessment processes for Ms Y, in its complaints handling, and it delayed progressing repairs with her landlord. As a result, Ms Y experienced a risk of harm and had a loss of care and support. Mr X also experienced an injustice. The Council agreed to apologise and make payment to acknowledge the impact its faults had on them and make service improvements.
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Bolton Metropolitan Borough Council (25 003 470)
Statement Upheld Assessment and care plan 06-Feb-2026
Summary: Miss X complains the Council poorly supported her and her father, Mr Y, during his admission into hospital and when he was later discharged home. Miss X says as a result her father did not receive the right care and support once he was discharged home. Miss X also says it caused her distress and frustration as her fathers registered carer. We have found fault in the Councils actions for failing to discuss details of the care provider, give an estimate of costs or provide a financial pack. We have also found the Council failed to discuss care needs with Miss X or return her call. The Council has agreed to issue Miss X with an apology and pay a financial payment.
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Statement Closed after initial enquiries Enforcement 06-Feb-2026
Summary: We will not investigate this complaint about the Council’s delay in dealing with the complainant’s report of a breach of planning control. We have not seen enough evidence of fault to justify an investigation. And an investigation would not lead to a different outcome.
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London Borough of Tower Hamlets (25 004 005)
Statement Upheld Homelessness 06-Feb-2026
Summary: The Council was at fault for the delay in deciding if it owed Ms X a homelessness duty and in issuing a decision with appeal rights. The Council has apologised to Ms X and has already made service improvements. This is an appropriate remedy for the frustration caused.
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Central Bedfordshire Council (25 004 032)
Statement Upheld Special educational needs 06-Feb-2026
Summary: The Council delayed issuing an amended Education Health and Care Plan for Mr X’s child, Y. It also failed to make direct payments to Mr X for Y’s Special Educational Needs provision. This meant Mr X had to pay for the provision himself and caused Mr X uncertainty and time and trouble pursuing the matter. The Council has agreed to apologise, make a payment to Mr X and review what went wrong in this instance.
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London Borough of Bromley (25 004 321)
Statement Upheld Special educational needs 06-Feb-2026
Summary: The Council failed to ensure Miss X’s daughter, Miss Z received Maths tuition and Speech and Language provision in line with her Education, Health and Care (EHC) Plan between 2024 and 2025. It also delayed amending Miss Z’s EHC Plan following an annual review in December 2024 by 23 weeks. The Council agreed to apologise to Miss X and Miss Z and make a payment to acknowledge the injustice caused.
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London Borough of Redbridge (25 004 323)
Statement Upheld Allocations 06-Feb-2026
Summary: The Council was at fault as it delayed carrying out an assessment on whether Temporary Accommodation was suitable. The Council also failed to consider the complainant’s medical evidence when it did carry out the review. Carrying out a new review of the suitability of the Temporary Accommodation and making a symbolic payment for the uncertainty Miss X has had over the last year remedies the injustice to Miss X.
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London Borough of Redbridge (25 004 411)
Statement Closed after initial enquiries Planning applications 06-Feb-2026
Summary: We will not investigate this complaint because we have not seen enough evidence of fault in the way the Council consider prior approval applications.
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Durham County Council (25 005 117)
Statement Upheld Charging 06-Feb-2026
Summary: Mrs B complains about invoices relating to adult social care support. Mrs B says the Council sent her an invoice late in 2023 and that there were multiple and repeated errors in the invoices from 2024. We have found fault in relation to the late invoice but there were no errors in the later invoices. The Council has agreed to apologise and to carry out a service improvement.