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The Yews Residential Home (24 001 373)
Statement Upheld Residential care 05-Feb-2025
Summary: The complainant (Miss X) complained about the quality of care provided to her mother (Mrs Y) by The Yews Residential Care Home. We found The Yews Residential Care Home actions caused injustice to Mrs Y and Miss X. We recommend the care provider apologise, reduce the outstanding invoice for Mrs Y’s residential care and make a symbolic payment to recognise Mrs Y’s and Miss X’s distress. We also recommend some service improvements in relation to keeping care and medication records and making Deprivation of Liberty Safeguards applications.
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Lancashire County Council (24 001 376)
Statement Upheld Alternative provision 05-Feb-2025
Summary: We found fault on Mrs Y’s complaint about the Council failing to ensure her daughter received alternative education after she stopped attending school. It failed to show it decided whether she received suitable education. It fettered its discretion by requiring medical evidence from a medical consultant or CAMHS manager. It failed to liaise with other sources of evidence. It also failed to follow its complaints procedure. This caused lost education, stress, and lost opportunity. The Council agreed to make a payment for lost education provision, and review policy, monitoring procedures, and her education provision.
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London Borough of Ealing (24 002 632)
Statement Upheld Allocations 05-Feb-2025
Summary: Mr X complained about the Council’s assessment of, and review of its decision about, his medical priority on the housing register. We have found fault by the Council, causing injustice in the way it carried out the review. The Council has agreed to remedy this injustice by apologising to Mr X, making a payment to reflect his upset and uncertainty, carrying out a fresh review and making a service improvement.
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Suffolk County Council (24 002 727)
Statement Upheld Special educational needs 05-Feb-2025
Summary: Mrs B says the Council failed to put in place speech and language therapy and other provision in her daughter’s education, health and care plan, failed to amend her daughter’s plan as agreed and delayed completing an annual review. The Council failed to put in place some provision in Mrs B’s daughter’s EHC Plan, delayed completing an annual review and delayed issuing a new EHC Plan following the annual review. That means Mrs B’s daughter missed out on some provision and Mrs B experienced distress. The Council has agreed to apologise, make a payment to Mrs B, put in place the missing provision and provide the Ombudsman with its action plan for managing annual reviews.
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Liverpool City Council (24 003 023)
Statement Closed after initial enquiries Refuse and recycling 05-Feb-2025
Summary: We will not investigate Mr X’s complaint that the Council failed to reduce its bin collection frequency to minimise noise disruption for Mr X’s child, Y. This is because there is not enough evidence of fault to justify investigating and there is another body better placed to consider this complaint.
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Huntingdonshire District Council (24 004 027)
Statement Upheld Councillor conduct and standards 05-Feb-2025
Summary: Mr X complained about the Council’s decision not to investigate his Code of Conduct complaint made against a town councillor. We find the Council at fault for not considering Mr X’s complaint, because the arrangements it has in place do not fulfil legal requirements. This has caused Mr X avoidable frustration. The Council has agreed to apologise, assess his Code of Conduct complaint, and make service improvements.
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Birmingham City Council (24 004 589)
Statement Closed after initial enquiries Homelessness 05-Feb-2025
Summary: We will not investigate this complaint about homelessness because there is insufficient evidence of fault by the Council.
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Statement Upheld Other 05-Feb-2025
Summary: Ms X complained that the Council delayed in carrying out a statutory investigation into her complaints about children services’ actions in respect of her disabled child. We find fault by the Council causing avoidable distress and frustration. The Council has now progressed the statutory investigation, agreed a small symbolic payment, and will apologise. Therefore, we are closing the complaint.
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Kent County Council (24 006 277)
Statement Upheld School transport 05-Feb-2025
Summary: Mrs X complained that the Council’s decision to refuse her application for home to school transport assistance was unfair. The Council was at fault as it wrongly refused Mrs X’s application which caused avoidable distress and inconvenience to her. Mrs X also incurred costs in transporting her child to school. The Council agreed an appropriate remedy to Mrs X by offering transport assistance and refunding the costs incurred by her in transporting her child. The Council also agreed to apologise and make a symbolic payment of £150 to Mrs X to acknowledge the distress and inconvenience caused.
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London Borough of Barking & Dagenham (24 007 150)
Statement Upheld Disabled facilities grants 05-Feb-2025
Summary: Ms X complained about the outcome of a Disabled Facilities Grant application for adaptations to meet her child’s needs. The Council accepts it delayed in deciding the application and based its decision on inaccurate information. The Council has agreed to apologise, carry out a new assessment and make a payment to Ms X.