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Statement Upheld Residential care 16-Jun-2025
Summary: Mrs X complains the Council failed to ensure her mother, Mrs Y, received the care she had been assessed as needing at Blandford Grange Care Home, and failed to carry out proper safeguarding enquiries into her concerns. The Care Home did not always meet Mrs Y’s needs, which could have put her at risk of harm, although there is no evidence of significant harm to Mrs Y. Nevertheless, the Council needs to apologise to Mrs X for the distress caused to her and her mother.
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London Borough of Barnet (24 009 412)
Statement Upheld Special educational needs 16-Jun-2025
Summary: Miss X complained about the Council’s handling of her son, Y’s education since 2022. The Council was at fault. It failed to ensure Y received some of his specialist provision outlined in his Education, Health and Care (EHC) Plan between September 2023 and October 2024 and delayed holding Y’s annual review and issuing the amended Plan. The Council agreed to make payments to acknowledge the impact this had on Y’s education and social development and for the distress and uncertainty caused to Miss X.
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City of York Council (24 011 592)
Statement Upheld Other 16-Jun-2025
Summary: Mrs X complains on behalf of Y that the Council did not deal properly with an annual review of his Education, Health and Care (EHC) Plan or take seriously reports that he was not safe at school. The Council delayed issuing Y’s EHC Plan and took too long to commission alternative transport provision. Y suffered loss of Special Education Needs (SEN) provision and avoidable distress. The Council should pay Y £4,500.
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London Borough of Hounslow (24 011 933)
Statement Upheld Disabled children 16-Jun-2025
Summary: We will not investigate Ms X’s complaint about children services’ actions. We have upheld Ms X’s complaint as the Council has now agreed to follow the Children Act statutory complaints’ procedure.
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London Borough of Redbridge (24 012 011)
Statement Upheld Homelessness 16-Jun-2025
Summary: The Council was at fault for repeated failures to consider the suitability of temporary accommodation it provided Mrs X and her family. The properties were unsuitable and Mrs X experienced avoidable financial loss and her children’s education suffered as a result. The Council has agreed to apologise, make payments, and act to improve its services.
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London Borough of Richmond upon Thames (24 012 371)
Statement Closed after initial enquiries Other 16-Jun-2025
Summary: We will not investigate this complaint about the Council’s refusal to allow permitted or approved development and demands the complainant provided information she does not have to progress her planning applications. She has a right to appeal to the Planning Inspector against the Council’s decision to refuse planning applications, or if it fails to determine planning applications. Also, it is reasonable to expect her to complain to the Information Commissioner with concerns about breaches of data protection regulations.
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London Borough of Harrow (24 014 689)
Statement Upheld Special educational needs 16-Jun-2025
Summary: Miss Y complains about the Council’s decision to place her son into a shared taxi which transports him from home to school. She says this decision had a direct impact on her son’s health due to the longer journey times and the increased exposure to infection from other passengers. The Council wrongly treated Miss Y’s concerns as a complaint and did not use the appeal process. This was contrary to its own policy and statutory guidance. The Council has agreed to apologise and arrange an appeal of D’s case.
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London Borough of Bromley (24 014 971)
Statement Upheld Special educational needs 16-Jun-2025
Summary: Miss X complained the Council failed to finalise the annual review of her daughter, Y’s, Education, Health and Care Plan. Miss X also says Y has not been receiving education. We have found fault in the actions of the Council for delay in finalising the annual review process of Y’s Education, Health and Care Plan and for failing to provide Y with appropriate education. The Council has agreed to issue Miss X with an apology and pay a financial remedy.
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Essex County Council (24 015 000)
Statement Upheld Special educational needs 16-Jun-2025
Summary: Ms X complained about the Council’s delay in completing an Education, Health and Care needs assessment for her child. We found there had been avoidable delay by the Council in completing the assessment which had caused Ms X injustice. To address the injustice, the Council agreed to send Ms X a written apology and make a symbolic payment of £1,200 in recognition of the avoidable distress caused by its delay.
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Lancaster City Council (24 015 140)
Statement Upheld Licensing 16-Jun-2025
Summary: Mr B complained the Council misled him about what he had to do to meet the licensing requirements and lied to him about what was required. The Council gave Mr B only one option to meet the licensing requirements despite the fact there were other options available. That is fault and leaves Mr B with some uncertainty about whether some of his costs could have been avoided. A payment of 50% of Mr B’s costs, a payment to him for distress, an apology and reminder to officers is satisfactory remedy.