Decision search
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Staffordshire County Council (24 016 631)
Statement Not upheld Charging 05-Jan-2026
Summary: Mrs X complained about the Council’s decision to classify her late father’s care home placement as permanent, rather than temporary. She also complained the Council failed to explain the implications of signing a deferred payment agreement, and it gave misleading advice about it. We do not find the Council was at fault.
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North Tyneside Metropolitan Borough Council (24 018 512)
Statement Upheld Other 05-Jan-2026
Summary: Mr X complained the Council produced a care plan for his child, Y which does not align with a care order. He also complained about poor communication from its legal department. The Council started investigating the complaint through the statutory procedure but failed to consider it at stage three. The Council agreed to apologise to Mr X, pay a symbolic payment to recognise the frustration and arrange a stage three panel to consider Mr X’s complaint without further delay.
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Lancashire County Council (24 019 163)
Statement Upheld Special educational needs 05-Jan-2026
Summary: The complainant’s father (Mr X) said the Council failed to deliver all special educational provision included in his daughter’s (Y) Education Health and Care Plan and to comply with the Annual review statutory timescales. Mr X also complained about the Council’s Personal budget process and its inadequate communication. We found fault with the Council’s failure to deliver the full Education Otherwise than at School package included in Section F of Y’s plan and to include details of Y’s Personal budget in her plan. We also found fault in the delays to review Y’s Education Health and Care Plan in 2024. The Council’s fault caused injustice to Y and Mr X. The Council has agreed to apologise and make symbolic payments for the loss of education and distress. The Council has also agreed to arrange Multi-Disciplinary team meetings in accordance with Y’s plan.
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London Borough of Haringey (24 020 230)
Statement Not upheld Assessment and care plan 05-Jan-2026
Summary: Mrs X complained the Council has not provided her son, Mr Y, with social care support to meet his needs since 2021. She said this caused distress to the family and impacted Mr Y’s mental and physical health. Mrs X wants the Council to support Mr Y and compensate him for lost social care provision. The Council was not at fault.
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Mid Suffolk District Council (24 020 511)
Statement Upheld Other 05-Jan-2026
Summary: We found fault on Mr Y’s complaint about the Council’s delay posting him a copy of an application form for a Certificate of Lawful Use and Existing Development. It also failed to deal with his initial complaint according to its complaints procedure. The apologies the Council gave him remedied any injustice caused. There was no fault on his remaining complaints.
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Buckinghamshire Council (24 021 695)
Statement Upheld Special educational needs 05-Jan-2026
Summary: Mrs X complained the Council did not provide her child, Y, with alternative provision when she stopped attending school and it failed to provide her with the provision in her Education, Health and Care Plan. Mrs X also complained the Council failed to provide Y with a personal budget to secure the provisions in her Plan and about its delays with the annual review process of her Plan. There were faults by the Council which caused injustice to Y and Mrs X. The Council will take action to remedy the injustice caused.
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Maidstone Borough Council (24 022 332)
Statement Upheld Planning applications 05-Jan-2026
Summary: Mr X complained the Council failed to process his planning application properly, causing delay, distress and financial loss. We found the Council to be at fault because there were avoidable errors in the planning consent that meant another application had to be made. To remedy the injustice to Mr X, the Council has agreed to apologise, refund the fee for the second application and make a symbolic payment in recognition Mr X’s distress and frustration.
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Royal Borough of Kingston upon Thames (24 022 711)
Statement Upheld Homelessness 05-Jan-2026
Summary: Ms D complains the Council delayed considering her homelessness application and left her in unsuitable interim accommodation. I have found extensive fault by the Council meaning Ms D was left in unsuitable accommodation. I have asked the Council to pay redress to Ms D.
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London Borough of Barnet (24 022 760)
Statement Upheld Other 05-Jan-2026
Summary: Miss B complained the Council failed to provide her with a wheelchair for use when she attended a day service. We found the Council to be at fault with the way it responded to the lack of wheelchair provision and its complaint handling. This caused distress and frustration. To remedy the injustice, the Council agreed to apologise, make a symbolic payment and take action to improve its service.
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North Northamptonshire Council (24 022 819)
Statement Upheld Special educational needs 05-Jan-2026
Summary: Mrs B complained the Council failed to adhere to statutory timeframes for issuing an Education, Health and Care Plan for her child, X. We find the Council at fault for delays in completing the annual review and failing to consider its duty to provide the special educational provision set out in the Plan. These faults have caused distress, frustration and uncertainty for the family and impacted X’s access to education. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.