Decision search
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Walsall Metropolitan Borough Council (24 009 914)
Statement Upheld Alternative provision 02-Apr-2025
Summary: Mrs X complained about failings and delays in the annual review process and in issuing a final amended EHC Plan for her daughter. Mrs X complained the Council failed to provide appropriate or adequate support when she removed her daughter from the school roll. And of poor communication from the SEND Team. We found the delay and failure to follow proper procedure in the Annual Review process and in issuing an amended Final Plan is fault. This fault has caused Mrs X distress and frustration. The Council has agreed to apologise and make a payment to Mrs X and issue reminders to relevant staff.
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Statement Upheld Special educational needs 02-Apr-2025
Summary: Mrs X complained about the Council’s delay issuing her child, Y’s amended final Education, Health and Care Plan and its failure to provide Y with the speech and language therapy and occupational therapy required. We find the Council at fault which has meant Y missed out on the support she needed and caused Mrs X distress and uncertainty. The Council has agreed to apologise and make a payment to Mrs X.
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Derbyshire County Council (24 010 520)
Statement Upheld Special educational needs 02-Apr-2025
Summary: We have found fault with the Council for failing to meet the Education, Health and Care Plan statutory timescales. This caused Miss X’s daughter to miss out on special educational needs support and education. The Council has agreed to take action to remedy the missed education and support.
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West Lancashire Borough Council (24 013 058)
Statement Upheld Council tax 02-Apr-2025
Summary: Mr and Mrs X complained the Council failed to calculate their council tax bill properly. Mr X received a large council tax bill he was not prepared for. The Council failed to administer the council tax bill properly. The fault of the Council caused Mr and Mrs X great distress. The Council should recalculate the council tax bill, adjust the amount owed and make an apology to Mr and Mrs X.
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Royal Borough of Kensington & Chelsea (24 013 318)
Statement Closed after initial enquiries Allocations 02-Apr-2025
Summary: We cannot investigate this complaint about the Council’s failure to resolve pest and damp issues with Miss Y’s social housing and to promptly decant her to alternative accommodation. We have no power to investigate complaints about the Council acting in its capacity as social landlord. We will not investigate Miss Y’s more recent complaint because it is premature.
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Staffordshire County Council (24 002 444)
Statement Upheld Safeguarding 02-Apr-2025
Summary: Mr X complained the Council placed contact restrictions on his visits to his late partner, Mrs Y, who was living in a Council commissioned care home. The Council was at fault for not clearly explaining they were recommendations and the reasons for them. It has agreed to apologise to Mr X for the distress and frustration this caused and to review its procedures to prevent a recurrence of the fault. Mr X also complained the care home did not tell him his partner was put on end of life care when she was admitted to the care home. There was no fault as Mrs Y was not on end of life care when she moved into the care home. Mr X was made aware when she was nearing the end of her life.
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London Borough of Bromley (24 005 787)
Statement Upheld Special educational needs 02-Apr-2025
Summary: Miss X complained the Council failed to provide a suitable school placement for her child. Miss X also complained the Council ignored her contact and failed to provide her with suitable updates. We found fault with the Council delaying the search for a school placement for Miss X’s child for four months and for complaint handling delays amounting to 12 weeks. The Council agreed to apologise to Miss X and pay her £250 for the inconvenience and distress caused.
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London Borough of Croydon (24 007 083)
Statement Upheld Homelessness 02-Apr-2025
Summary: We have found the Council at fault for failing to provide Miss X and her family with suitable accommodation for an extended period of time. This caused them avoidable injustice. The Council has agreed to remedy this injustice.
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Royal Borough of Kensington & Chelsea (24 007 681)
Statement Upheld Allocations 02-Apr-2025
Summary: Ms X complained the Council failed to properly consider her application for housing assistance. We found the Council’s consideration of the application via homelessness legislation was appropriate. However, there were delays in assessing the application and granting housing priority points. We recommended an apology and a modest payment to reflect the issues we identified.
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London Borough of Lambeth (24 007 775)
Statement Not upheld Allocations 02-Apr-2025
Summary: Mrs X complained about the Council’s handling of her housing allocation. She said being placed in her current banding means she cannot bid on suitable properties. The Council was not at fault.