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Statement Upheld Special educational needs 26-Mar-2025
Summary: Miss X complained there was delay in providing her daughter, Y, with an Education Health and Care Plan (EHC Plan). She also complained there was a failure to provide Y with an education following her permanent exclusion. There was also a failure to provide agreed equine therapy and the provision set out in her EHC Plan. We found there was delay in issuing the EHC Plan and there was a lack of education and provision. This set back her daughter’s education and caused distress. We recommended an apology and payment to recognise the impact.
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Hertfordshire County Council (24 007 910)
Statement Upheld Alternative provision 26-Mar-2025
Summary: Mrs X on behalf of her daughter Miss Z, complained the Council failed to provide suitable alternative education when she was unable to attend school due to illness. The Council failed to consider what education Miss Z could manage and failed to provide alternative provision for a year affecting Miss Z’s mental health and causing her to fall behind her peers. An apology and a financial remedy for the uncertainty is agreed.
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Anchor Hanover Group (24 008 454)
Statement Upheld Residential care 26-Mar-2025
Summary: Mrs W complains about the care provided to her father, Mr Y, during the time he was resident at Nelson Lodge care home. The home has already upheld some parts of the complaint. In our view, the home also failed to properly assess and manage Mr Y’s risks, and did not act upon guidance given by medical professionals about the management of an ongoing skin condition. The remedy already offered by the home is appropriate and we do not recommend anything further for Mr Y. However, the home will acknowledge the uncertainty caused to Mrs W with a symbolic payment of £250.
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London Borough of Southwark (24 012 137)
Statement Upheld Charging 26-Mar-2025
Summary: We will not investigate Mr X’s complaint that Mr Y was placed in a care home for three years without his agreement because there is insufficient evidence of fault. We have upheld the complaint about a lack of information about Mr Y’s contribution to the care home costs but will not investigate further because the Council agreed to apologise, waive the residential care fees, make a payment to Mr X for the uncertainty caused, and take action to improve its services for others.
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West Sussex County Council (24 013 487)
Statement Closed after initial enquiries Assessment and care plan 26-Mar-2025
Summary: We will not investigate Mr B’s complaint about the Council’s handling of care needs assessments and provision or funding of care and support services. There is not enough evidence of fault by the Council before a scheduled review shortly before the complaint to us, and it is open to Mr B to complain to the Council about more specific elements of later decisions and events, so we could achieve not worthwhile outcome by investigating now.
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Cumberland Council (24 015 105)
Statement Closed after initial enquiries Enforcement 26-Mar-2025
Summary: We will not investigate this complaint about an alleged breach of an easement/covenant covering the shared driveway between the complainants’ and their neighbour’s properties. There is insufficient evidence of fault in the way the Council considered the complainant’s concerns.
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Leeds City Council (24 015 997)
Statement Closed after initial enquiries Disabled facilities grants 26-Mar-2025
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her request for disabled adaptations to her Council property. Part of the complaint is late and there is insufficient evidence in relation to the way the Council assessed her disability needs or the way it made decisions about whether to carry out works to justify our involvement.
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Statement Not upheld Disabled facilities grants 26-Mar-2025
Summary: Ms X complained there were failings in the way the Council dealt with her request for a Disabled Facilities Grant for works at her property. We found no evidence of fault in the way the Council considered these matters so have completed our investigation.
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London Borough of Ealing (23 013 867)
Statement Upheld Charging 26-Mar-2025
Summary: We will not investigate Mr X’s complaint about a delay in providing information about the cost of his mother’s care. We asked the Council to take action to resolve the complaint early and it has agreed to apologise, make a payment to Mr X and make service improvements.
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London Borough of Barnet (23 017 198)
Statement Closed after initial enquiries Antisocial behaviour 26-Mar-2025
Summary: We will not investigate this complaint about how the Council dealt with reports of anti-social behaviour. The complaint is late.