Decision search
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Surrey County Council (24 009 014)
Statement Upheld Special educational needs 09-Apr-2025
Summary: Mrs D complained the Council failed to provide her children with education or with the special educational needs support set out in their education, health and care plans. I have discontinued my investigation into one part of the complaint. We found fault in the other part. The Council has agreed to apologise and make a payment to remedy the loss of education and SEND provision for one of her sons.
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Worthing Borough Council (24 009 140)
Statement Upheld Leisure and culture 09-Apr-2025
Summary: Mrs X complained that the Council has failed to fix the leisure centre doors which do not always open automatically for her as a wheelchair user when using the push pad. There was no fault in the Council’s attempts to fix the door. However, the Council does not have an adequate plan in place for how disabled people can access the leisure centre when the doors break. This has resulted in Mrs X having to wait outside on various occasions for a staff member to let her in which has caused distress and frustration. The Council agreed to apologise, make a symbolic payment and review its Equality Impact Assessment (EIA).
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Dudley Metropolitan Borough Council (24 009 881)
Statement Upheld Special educational needs 09-Apr-2025
Summary: Mrs X complained the Council always pays a direct payment, set out in her son, Y’s, Education, Health and Care (EHC) Plan, late. Mrs X said this places additional financial pressure on her, as well as causing her frustration and distress. There was fault in the way the Council delayed making payments and did not clearly explain what the payment was for. This frustrated Mrs X and impacted her financially. The Council should apologise, make a financial payment and provide training for its staff.
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Merseyside Fire & Rescue Service (24 010 278)
Statement Closed after initial enquiries Other 09-Apr-2025
Summary: We will not investigate this complaint about Merseyside Fire and Rescue Service’s involvement in a fire risk assessment. The Service is not responsible for some of the actions Mr X complains about. There is not enough evidence of fault in the Service’s actions to justify investigation.
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Buckinghamshire Council (24 010 348)
Statement Upheld Special educational needs 09-Apr-2025
Summary: Ms X complained the Council did not provide an appropriate remedy when it accepted it delayed completing an annual review of her son, Y’s, Education Health and Care (EHC) Plan and failed to provide his educational provision for one academic year. The Council did not provide an appropriate remedy for the year of education and special educational provision Y did not receive. The Council will pay Ms X £2,450 to recognise the injustice caused to Y.
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Statement Upheld Special educational needs 09-Apr-2025
Summary: Mrs X complained that since 2021, the Council has not updated her child Y’s Education, Health and Care Plan or provided Y with an education. We find the Council at fault, resulting in a loss of education for Y. This has impacted Y’s mental health and caused Mrs X avoidable distress and uncertainty. The Council has agreed to apologise, make a payment to Mrs X, and issue a final amended Education, Health and Care Plan.
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Sandwell Metropolitan Borough Council (24 011 606)
Statement Not upheld Council tax 09-Apr-2025
Summary: Mrs complained that she was unaware of a Council Tax debt. There is no fault by the Council. Mrs X looked at the wrong account online which showed there was no debt. But, the Council had sent invoices and liability orders to the addresses it had on file.
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Three Rivers District Council (24 012 811)
Statement Upheld Allocations 09-Apr-2025
Summary: Ms D complained the Council placed her in the wrong medical priority housing band. Based on current evidence I have found fault by the Council including a failure to clearly document its decision making process. I have not found an unremedied injustice to Ms D. I asked the Council to consider improving its record keeping as a service improvement and it has introduced a new decision form for assessments.
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Lancashire County Council (24 014 787)
Statement Upheld Assessment and care plan 09-Apr-2025
Summary: Ms X complained that Lancashire County Council carried out a faulty continuing healthcare checklist for her father, Mr X, in 2023. We consider the Council acted with fault. It did not share the checklist with the local NHS Integrated Care Board, which denied Ms X an opportunity to appeal the outcome. The Council also did not communicate clearly with Ms X when she requested another checklist in 2024. Ms X suffered confusion, frustration, uncertainty and time and trouble. The Council has agreed to make a symbolic payment to recognise her injustice.
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Nottinghamshire County Council (24 015 415)
Statement Closed after initial enquiries Direct payments 09-Apr-2025
Summary: We will not investigate Mrs X’s complaint about Ms Y’s care provision and direct payment. This is because the Council is already taking suitable action to remedy the matters raised prior to our involvement.