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Norfolk Community Health and Care NHS Trust (24 006 266c)
Statement Upheld Hospital acute services 26-Mar-2026
Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.
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Norfolk Community Health and Care NHS Trust (24 006 266d)
Statement Upheld Hospital acute services 26-Mar-2026
Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.
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London Borough of Islington (25 000 364)
Statement Upheld Assessment and care plan 26-Mar-2026
Summary: Mr B complains about the Council’s involvement in the decision making to put in place a care package for his mother, information provided about the funding and the financial assessment. There was fault as the Council did not complete a written copy of the initial assessment and care plan, there was poor record keeping and an incorrect invoice was sent. The Council has agreed to apologise, carry out further assessments, hold a best interest meeting with the family and carry out a service improvement.
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London Borough of Southwark (25 002 813)
Statement Upheld Parking and other penalties 26-Mar-2026
Summary: Miss X complained the Council misinformed her about the process for applying for a dropped kerb and failed to respond to her enquiry about parking bays outside her property. She said this caused confusion and uncertainty about the application process and potential costs. We found fault causing injustice because the Council failed to identify earlier that the parking bay would affect the application and did not respond to Miss X’s enquiry. The Council has agreed to our recommendations.
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Birmingham City Council (25 003 130)
Statement Upheld Allocations 26-Mar-2026
Summary: Mr B complained that the Council offered unsuitable accommodation to discharge its homelessness duty to him. We find the Council was at fault because the property was too small for his family. The Council then failed to move the family to suitable housing for 12 months, including seven months after it became aware that the property was also unsuitable for Mr B’s mobility needs. This caused prolonged overcrowding, daily access difficulties and avoidable distress. The Council has agreed to offer a payment to Mr B and take action to improve its services.
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South Tyneside Metropolitan Borough Council (25 003 932)
Statement Not upheld Other 26-Mar-2026
Summary: Mrs B has complained about a lack of support for her and her son from a Council, Integrated Care Board and Trust leading to distress for her. We do not find fault in the Council, Integrated Care Board and Trust.
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Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust (25 003 932a)
Statement Not upheld Mental health services 26-Mar-2026
Summary: Mrs B has complained about a lack of support for her and her son from a Council, Integrated Care Board and Trust leading to distress for her. We do not find fault in the Council, Integrated Care Board and Trust.
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NHS North East & North Cumbria Integrated Care Board (25 003 932b)
Statement Not upheld Mental health services 26-Mar-2026
Summary: Mrs B has complained about a lack of support for her and her son from a Council, Integrated Care Board and Trust leading to distress for her. We do not find fault in the Council, Integrated Care Board and Trust.
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Horsham District Council (25 003 982)
Statement Not upheld Refuse and recycling 26-Mar-2026
Summary: Mr X complained about the Council’s failure to provide a safe and effective solution to a longstanding big storage problem. We did not find the Council to be at fault because it properly responded to Mr X’s reports and concerns and is taking action to secure a long term solution to the problem.
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Surrey County Council (25 004 026)
Statement Upheld Transition from childrens services 26-Mar-2026
Summary: Mrs Y complains about the Council’s actions in relation to a mental capacity assessment for her adult son, Mr Z. She also complains about the actions of the social workers and delay in reassessing Mr Z’s needs. We find no fault in the way the Council arranged or completed the assessment. The Council partially upheld the complaint about the tone of a social worker’s email and upheld the complaint about delays in responding to Mrs Y’s request for a review of Mr Z’s support needs. The Council apologised, and we consider this to be a proportionate remedy for the injustice caused by that fault.