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Plymouth City Council (24 016 097)
Statement Upheld Other 12-Nov-2025
Summary: The Council was at fault for delaying an increase to
Miss X’s package of care, and for failing to properly respond to her request for a new social worker. It has agreed to apologise and to make a symbolic payment to recognise her injustice. -
Cheshire East Council (24 016 532)
Statement Upheld Direct payments 12-Nov-2025
Summary: Ms Y complained on behalf of Miss X that the personal budget in her care plan did not meet her care and support needs. We find the Council at fault for not following the statutory guidance when it completed its assessment and care plan for Miss X, and for inadequate complaint handling. This caused significant distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and make service improvements.
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Sheffield City Council (24 019 564)
Statement Upheld Other 12-Nov-2025
Summary: The Council was at fault for failing to respond appropriately to Mr X’s complaint about its care of him when he was a child. To remedy Mr X’s injustice, the Council will apologise, make a symbolic payment and obtain an assessment of Mr X’s needs.
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Statement Upheld Special educational needs 12-Nov-2025
Summary: Ms Y complains about the Council’s failure to deliver some of the provision outlined in her child’s Education Health and Care (EHC) Plan. Some of the provision Ms Y wanted is connected to an ongoing appeal and so we have not investigated this part of the complaint. In other parts of the complaint, we find the Council delayed in issuing the final EHC plan and then failed to maintain regular contact with Ms Y as agreed. This caused injustice which the Council will remedy with an apology and symbolic payment.
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Bury Metropolitan Borough Council (24 021 278)
Statement Upheld Special educational needs 12-Nov-2025
Summary: The Council was at fault. It failed to provide all Miss X’s child, Y’s, Education, Health and Care (EHC) Plan provision, did not put in place a personal budget for Y’s provision and failed to carry out Y’s 2023 and 2024 EHC annual reviews in line with the statutory timescales. The Council will apologise to Y, make a symbolic payment to Miss X to acknowledge the impact of Y’s lost provision and the frustration, uncertainty and confusion it caused her and her delayed appeal rights. It has already put some service improvements in place but will also make a service improvement for putting in place actions agreed in complaint responses.
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London Borough of Redbridge (24 021 597)
Statement Upheld Allocations 12-Nov-2025
Summary: Mr B complained the Council delayed accepting a duty to house him and in providing him with accommodation, confused his application with his brother’s, suspended his housing register application and placed him in the wrong band. The Council wrongly registered Mr B’s homeless application in his brother’s name, failed to consider its discretionary power to provide interim accommodation, delayed providing temporary accommodation, delayed lifting the suspension on the housing register application and delayed referring his case to the medical adviser. That left Mr B with uncertainty about whether he missed out on accommodation and caused him distress. An apology, payment to Mr B, backdating of his priority and training for officers is satisfactory remedy.
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London Borough of Lewisham (25 000 607)
Statement Upheld Homelessness 12-Nov-2025
Summary: Miss B complained that the Council failed to carry out repairs to her temporary accommodation. We found the Council delayed in carrying out the repairs and failed to give Miss B a written decision about the suitability of the accommodation with a right of review. This caused Miss B to live in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise, make a symbolic payment to her and improve its procedures for the future.
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Derbyshire County Council (24 022 118)
Statement Upheld Special educational needs 12-Nov-2025
Summary: Mrs X complained the Council delayed issuing an Education, Health and Care Plan for her daughter following an annual review. Mrs X also complained the final plan contained inaccuracies and was missing information. We have ended our investigation because the Council has now upheld Mrs X’s complaint and offered a suitable remedy. Further investigation by us would not add anything significant.
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London Borough of Croydon (24 022 128)
Statement Closed after initial enquiries Charging 12-Nov-2025
Summary: We will not investigate this complaint about Council’s alarm and pendant service provided to Dr E. There is not enough evidence of fault to justify investigating.
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Kent County Council (24 022 660)
Statement Upheld Special educational needs 12-Nov-2025
Summary: The Council was at fault for the delay following Y’s 2024 annual Education, Health and Care Plan review, for poor communication and complaint handling. It was also at fault for failing to provide Mrs X’s child, Y, with any educational provision between September 2024 and March 2025. The Council has agreed to apologise and make a payment to acknowledge the missed education, delayed appeal rights, distress and frustration caused.