Decision search
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Wokingham Borough Council (24 009 307)
Statement Upheld Special educational needs 28-May-2025
Summary: Mrs X complained the Council failed to secure the provision set out in her son, Y’s Education, Health and Care (EHC) Plan, and failed to issue an amended plan within the correct timescale for a phase transfer. We found the Council was at fault for delays and failing to secure all provision in Y’s EHC Plan. This Council agreed to apologise and provide symbolic financial payments for the distress and uncertainty caused.
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Liverpool City Council (24 010 960)
Statement Upheld Other 28-May-2025
Summary: Mrs X complained the Council failed to properly assess her child for disabled children’s services, and did not properly investigate her complaint about this under the statutory complaints procedure for children’s social care services. The Council properly considered Mrs X’s complaint via the statutory procedure. However, it failed to properly follow up on one of the actions it agreed, to repay Mrs X for direct payments missed due to delays. This caused Mrs X financial loss, and avoidable time and trouble in pursuing her complaint further. The Council agreed to apologise and pay Mrs X the remaining money she is due.
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Surrey County Council (24 020 294)
Statement Closed after initial enquiries Traffic management 27-May-2025
Summary: We will not investigate this complaint about the Council's handling of a petition as Mr X could have sought a formal review of this.
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Salford City Council (23 015 691)
Statement Upheld Disabled children 27-May-2025
Summary: Ms X complained the Council failed to properly carry out a child in need assessment in 2021 and wrongly declined to carry out assessments in 2022. She complained this led to a long delay in properly assessing their needs as a family and a delay in providing respite support. She also complained there was a delay in providing Direct Payments once support was agreed. A statutory investigation upheld the complaint and achieved a proper assessment for Ms X. We found there was fault by the Council and that there was outstanding injustice that warranted a remedy. We recommended an apology and a payment to recognise the distress and difficult circumstances Ms X was left in while support was not being provided.
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Statement Upheld Disabled facilities grants 27-May-2025
Summary: Mrs B complains about the Council’s actions after agreeing to build an extension to meet the needs of her son who has disabilities. We have found fault as there were delays, poor communication and the Council refused to carry out minor adaptations to meet her son’s needs while the family waited for the works to be completed. This meant that Mrs B’s son lived in a house that did not fully meet his needs and this also affected the family. The Council has agreed to apologise, pay a financial remedy, provide an updated care plan, organise a meeting between relevant departments and carry out a service improvement.
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London Borough of Camden (24 001 962)
Statement Upheld Homelessness 27-May-2025
Summary: Mr B complained the Council failed to move him from unsuitable accommodation, wrongly closed his homeless application, failed to tell him about his right to request a review, delayed awarding medical priority and delayed responding to his complaint. The Council delayed providing Mr B with suitable accommodation, failed to follow the right process when closing his homeless application, failed to tell him about his review rights, failed to properly consider his medical priority and delayed responding to his complaint. That meant Mr B stayed in unsuitable accommodation for longer than necessary which caused him distress. An apology and payment to Mr B, alongside a reminder to officers is satisfactory remedy.
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Kent County Council (24 002 131)
Statement Upheld Special educational needs 27-May-2025
Summary: Mrs X complained that the Council failed to deliver education to her daughter while she could not attend school. We have found that the Council was at fault, because it did not consider making alternative arrangements for Mrs X’s daughter, who lost education as a result. The Council has already offered a suitable remedy, so we have not recommended that it take further action.
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Wirral Metropolitan Borough Council (24 003 172)
Statement Not upheld Friends and family carers 27-May-2025
Summary: The Council was not at fault for how it calculated Mrs X’s special guardianship allowance. The deductions it made from the allowance were consistent with current government guidance.
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London Borough of Ealing (24 009 043)
Statement Not upheld Other 27-May-2025
Summary: Mr X complained that the Council failed to properly consider complaints he made of an odour nuisance. He also complained that officers abused and mis-treated him. We found no fault in the Council’s actions and no evidence that officers abused or mis-treated Mr X.
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Oxford City Council (24 009 796)
Statement Upheld Homelessness 27-May-2025
Summary: The Council housed Ms X and her child in bed and breakfast (B&B) accommodation for 22 weeks longer than the period allowed for in law and this was fault. This fault led to them living in unsuitable accommodation. The Council also failed to add Ms X to the correct accommodation waiting list for approximately two months which caused Ms X uncertainty. In recognition of the injustice caused, the Council has agreed to apologise and pay Ms X £4,135. The Council has already taken action to improve its temporary accommodation provision which is welcome. The Council has also agreed to make some additional service improvements.