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Cambridgeshire County Council (24 006 789)
Statement Upheld Special educational needs 06-Jul-2025
Summary: Ms X complained the Council did not provide her child with suitable education when they were out of school and delayed carrying out an Education, Health and Care needs assessment. We found the Council was at fault. As a result Ms X had to wait longer than she should have for a decision on her child’s Education, Health and Care needs assessment and her child has missed education. To remedy the injustice caused the Council agreed to apologise and make payments to Ms X for the loss of her child’s education and the distress caused.
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North Devon District Council (24 009 258)
Statement Upheld Enforcement 06-Jul-2025
Summary: Mrs X and Mr Y complained about the way the Council considered and responded to reports of breaches of planning control at a neighbouring property. We find no fault with how the Council considered and responded to breaches of planning control. We find the Council at fault for not having a published process, causing uncertainty. The Council has agreed to apologise and publish an enforcements process.
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West Sussex County Council (24 011 072)
Statement Upheld Special educational needs 06-Jul-2025
Summary: Miss J complained the Council delayed in issuing an Education, Health and Care Plan to her child. It then failed to ensure they had a place in an education setting for the 2024-25 academic year. We upheld both parts of the complaint, finding faults by the Council resulted in a loss of suitable education for Miss J’s child and avoidable distress. The Council has accepted these findings and at the end of this statement we set out action it has agreed to take to remedy this injustice.
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North East Lincolnshire Council (24 011 246)
Statement Upheld Domiciliary care 06-Jul-2025
Summary: Mrs X complained about the care and support Mr Y received. We find the care provider at fault for billing Mr Y for support hours he did not receive and for delays in responding to Mrs X. The care provider has agreed to apologise, refund the overcharged care hours, and make a symbolic payment to recognise the frustration caused.
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Buckinghamshire Council (24 011 582)
Statement Upheld Special educational needs 06-Jul-2025
Summary: We found fault on Mrs Y’s complaint about the Council failing to follow statutory timescales with her son’s Education, Health and Care plan as well as its own timescales with its complaints procedure. These failings caused her injustice as it delayed her ability to appeal as well as causing some frustration. The Council agreed to send a written apology, pay £200 for failing to follow statutory timescales, and review why these failures happened along with the delay with it responding to her formal complaint.
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Kent County Council (24 011 753)
Statement Upheld Alternative provision 06-Jul-2025
Summary: Miss X complained about how the Council managed her child, Y’s, education and their Education, Health and Care (EHC) Plan. The Council was at fault. It delayed Y’s EHC needs reassessment, did not complete one of Y’s annual reviews, initially did not consider its section 19 duty, did not provide all Y’s Section F provision and delayed issuing Y’s EHC Plan. This caused Miss X an injustice and Y was not provided all the educational provision they were entitled to. The Council will apologise and pay £6,300 to acknowledge Y’s missed education and provision and a symbolic payment of £800 to Miss X. The Council has already put in place actions to improve its service.
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Worthing Borough Council (24 014 225)
Statement Not upheld Refuse and recycling 06-Jul-2025
Summary: Mr X complained about the Council’s clinical waste collection service. We found no fault with the service provided to Mr X or of waste being incorrectly handled. An incident involving Mr X and the Council’s contractor was properly investigated and appropriate action taken.
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London Borough of Haringey (24 014 802)
Statement Upheld Assessment and care plan 06-Jul-2025
Summary: Mrs X complained on behalf of a family member, Mr Y. Mrs X complained the Council wanted to move Mr Y without a proper assessment of his needs or a risk assessment. She also complained communication from the Council was poor. Mrs X said this caused her and Mr Y distress and uncertainty. There was fault in the way the Council did not assess, or risk assess, Mr Y’s case before attempting to move him to a cheaper placement. This fault frustrated and distressed Mrs X. The Council should apologise, make a financial payment and issue guidance to its staff.
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Westminster City Council (24 015 966)
Statement Upheld Special educational needs 06-Jul-2025
Summary: Miss X complained that her child, Y, missed education when moving from another Council’s area. There was fault by the Council, as it delayed arranging the provision in Section F of an Education, Health and Care Plan when Y moved into its area. An apology, a payment to Miss X and a review of procedures to make sure the fault does not recur, remedies the injustice.
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Birmingham City Council (24 015 995)
Statement Not upheld Allocations 06-Jul-2025
Summary: Miss B complained about the Council’s decision regarding her housing priority. We find no fault in the way the Council made its decision.