Decision search
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Kent County Council (24 012 991)
Statement Upheld Residential care 14-Sep-2025
Summary: Miss X complained about the Council’s actions when her son, Mr Y, had to move from supported residential accommodation. We have found fault because the Council was too slow to act in trying to find new accommodation and failed to adequately assess Mr Y’s needs or provide sufficient information linked to his move. This caused Miss X and Mr Y significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make symbolic payments to Miss X and Mr Y. It will also provide reminders and guidance to relevant officers.
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London Borough of Waltham Forest (24 014 601)
Statement Not upheld Parking and other penalties 14-Sep-2025
Summary: We found there was no fault in the way the Council dealt with Ms X’s contacts following the issue of a Penalty Charge Notice and the case being passed to enforcement agents.
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Kent County Council (24 016 224)
Statement Upheld Special educational needs 14-Sep-2025
Summary: Ms X complained the Council has not provided Miss Y with a suitable education since 2023. She says this impacted her Miss Y’s education and caused her avoidable distress. We find the Council at fault which caused Ms X and Miss Y injustice. The Council will apologise and make a payment to Ms X and Miss Y.
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North Lincolnshire Council (24 016 958)
Statement Upheld Assessment and care plan 14-Sep-2025
Summary: Ms Z, on behalf of her sister Mrs X, complained the Council failed to involve them in the assessment of her care needs, failed to provide timely and detailed information about the cost of the assessed care and failed to effectively communicate. The Council was at fault because it did not produce a personal budget and notify Mrs X until four months after the care started and charges were incurred causing distress. The Council has already offered a suitable financial remedy and has now agreed to service improvements and a repayment plan.
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Derby City Council (24 018 039)
Statement Upheld Special educational needs 14-Sep-2025
Summary: Ms X complained the Council delayed completing an annual review and personal budget request for her son. The Council admitted it caused delay. It apologised and has improved the service. I have also suggested a financial remedy for distress caused.
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Portsmouth City Council (24 020 376)
Statement Closed after initial enquiries Child protection 14-Sep-2025
Summary: We cannot investigate Miss X’s complaint about the Council’s actions and decisions in its child protection involvement with her family. The complaint lies outside our jurisdiction because it is about matters that have been considered and decided in court proceedings. The law says we cannot consider complaints about such matters.
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London Borough of Tower Hamlets (24 020 423)
Statement Not upheld Other 14-Sep-2025
Summary: The Council was not at fault for how it handled Mr X’s complaint about its homelessness service. There is no evidence of improper complaint handling.
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Plymouth City Council (24 020 588)
Statement Closed after initial enquiries Assessment and care plan 14-Sep-2025
Summary: We will not investigate Mrs X’s complaints about the care provided to her son, Mr Y, by Plymouth City Council. This is because the matters she is complaining about have been subject to court proceedings.
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London Borough of Newham (24 021 331)
Statement Upheld Council tax 14-Sep-2025
Summary: Mr X complained the Council wrongly pursued him for council tax debt. He also complained about the Council’s decision to take legal action against him and the process it followed. We found the Council at fault for misleading wording on its website which caused Mr X avoidable distress. The Council has agreed to make a payment to Mr X to recognise his distress and make changes to improve its service. We cannot investigate the other parts of this complaint because the issues Mr X complained about have been, or reasonably could have been, discussed in court.
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Essex County Council (25 001 461)
Statement Not upheld Special educational needs 14-Sep-2025
Summary: Miss X complained the Council failed to provide the occupational therapy support included in her child, Y’s, Education, Health and Care Plan, and its communication with her about this was poor. We cannot investigate the Council’s failure to provide support for Y, because Miss X has appealed the contents of Y’s Education, Health and Care Plan to a tribunal and we cannot investigate any matter connected to a decision that has been appealed to a tribunal. We will not investigate Miss X’s complaint about the Council’s poor communication because it is not proportionate to investigate this issue in isolation.