Decision search
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Essex County Council (25 021 530)
Report Upheld School transport 16-Sep-2026
Summary: Mrs K complained about her two children’s school transport including late and missed pick-ups, a lack of consistency, ignoring instructions to safeguard her children and about an incident when one of her children went missing. Both children have Education, Health and Care Plans.
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Essex County Council (25 023 460)
Report Upheld School transport 16-Sep-2026
Summary: Mrs K complained about her two children’s school transport including late and missed pick-ups, a lack of consistency, ignoring instructions to safeguard her children and about an incident when one of her children went missing. Both children have Education, Health and Care Plans.
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Royal Borough of Kensington & Chelsea (25 006 495)
Statement Upheld Residential care 08-Sep-2026
Summary: Mr Y complained about the way Acton Care Centre, commissioned by the Council, provided care to his late mother-in-law (Mrs X) and acted following her fall. Mr Y also said the care provider Gold Care Homes failed to respond to his complaint. We found fault with the Council for its failure to ensure its commissioned care home met all the fundamental standards of care. The Council’s fault caused injustice to Mr and Mrs Y. The Council has agreed to apologise and make symbolic payments to Mr and Mrs Y to acknowledge their distress. The Council has also agreed to work with the care provider to ensure service improvements.
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London Borough of Merton (25 008 446)
Statement Upheld Other 08-Sep-2026
Summary: Mr X complained the Council did not properly consult residents and give them the chance to object to a new Cycle Hire Only on-street parking bay opposite his home. We did not find fault in the Council’s consultation. However, the Council was at fault for its lack of positive, timely action addressing nuisance and obstruction caused by e-bike operators. The Council agreed to provide Mr X a symbolic financial remedy for the distress this caused.
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London Borough of Bromley (25 011 240)
Statement Upheld Private housing 08-Sep-2026
Summary: There was no evidence of fault in how the Council oversaw the housing repairs as set out in the improvement notice for Ms X’s property. It was at fault for not retaining a copy of the report after it carried out an inspection of the works. The Council has agreed to apologise and carry out a fresh inspection to remedy the injustice this caused Ms X.
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London Borough of Lambeth (25 011 926)
Statement Upheld Allocations 08-Sep-2026
Summary: Mr X complained the Council made him an offer of unsuitable temporary and permanent accommodation and prevented him from bidding for permanent accommodation for several months. We found fault by the Council on all matters. This caused Mr X uncertainty, frustration and distress. We recommend the Council apologise to Mr X and make him a payment in recognition of the injustice caused to him.
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Newcastle upon Tyne City Council (25 012 964)
Statement Upheld Special educational needs 08-Sep-2026
Summary: Miss X complained the Council did not provide her son, Y, with alternative provision when he was unable to attend school, took too long to complete his Education, Health and Care Plan and did not provide the specialist provision in the plan. We found fault by the Council in all matters. The Council has agreed to apologise and make symbolic payments to recognise the injustice caused to Miss X and Y.
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Surrey County Council (25 014 149)
Statement Upheld Special educational needs 08-Sep-2026
Summary: The Council delayed completing an education, health and care needs assessment, delayed putting in place education following an exclusion, delayed explaining the funding process for the alternative provision the school arranged, failed to keep Mrs X up to date or respond to emails and gave Mrs X incorrect information. That caused Mrs X distress and uncertainty and led to Y missing out on some education. An apology and payment to Mrs X is satisfactory remedy.
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Lancashire County Council (25 015 394)
Statement Upheld Special educational needs 08-Sep-2026
Summary: The Council delayed completing Miss X’s child, Y’s Education, Health and Care (EHC) needs assessment in line with statutory timescales. It delayed deciding whether to issue Y with an EHC Plan within the statutory timescales, caused by a 46 week delay in obtaining Educational Psychologist advice. It then further delayed issuing Y’s final EHC Plan by 25 weeks after it received the EP advice. The Council acknowledged the delays and made a payment for the injustice caused to Miss X and Y. It agreed to make a further payment to fully recognise the one term delay in Y’s access to the specialist provision and placement specified in the final Plan.
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Swindon Borough Council (25 016 259)
Statement Not upheld School transport 08-Sep-2026
Summary: Miss X says the Council’s school transport appeal decision for her daughter, Y, was unfair because Miss X could not attend the appeal hearing. She says this distressed her and her family and stopped Y getting school transport. The Council was not at fault.