Decision search
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Surrey County Council (24 016 713)
Statement Upheld Disabled children 22-Jul-2025
Summary: Mrs X complained about how the Council has delivered social care for Y. The Council was at fault for not commencing a stage two statutory investigation under the Children Act 1989, causing distress, uncertainty and frustration to Mrs X. The Council has agreed to apologise, make a payment to recognise the uncertainty, conduct a stage two investigation, and act to prevent recurrence.
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Shropshire Council (24 016 744)
Statement Closed after initial enquiries Enforcement 22-Jul-2025
Summary: We will not investigate this complaint about how the Council dealt with breaches of planning control. This is because we are unlikely to find fault.
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North Yorkshire Council (24 016 924)
Statement Upheld Special educational needs 22-Jul-2025
Summary: Mr X complained that the Council failed to provide his child with full-time education and failed to issue their Education, Health and Care Plan within the statutory timescales. We find the Council at fault for delays in the Education, Health and Care process, and failing to ensure Y received appropriate alternative provision, causing loss of education and avoidable distress and uncertainty. The Council has agreed to apologise, make a payment to Mr X, and improve its services.
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London Borough of Enfield (24 017 008)
Statement Upheld Homelessness 22-Jul-2025
Summary: Mr X complained about the Council’s decision in response to his suitability review request and the Council’s failure to offer a proper remedy. We found fault with the way the Council reviewed the suitability of Mr X’s accommodation. This fault caused injustice to Mr X which lasted for a few months and was more significant because of Mr X’s individual circumstances. The Council agreed to apologise, complete the remedy it has already offered to Mr X and make an additional distress payment.
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Ashmere Derbyshire Limited (24 017 042)
Statement Not upheld Residential care 22-Jul-2025
Summary: Mr B complained that the Care Provider failed to provide appropriate and timely palliative care to his mother, Mrs C before she died, causing the family significant distress. We have not found fault causing injustice in the Care Provider’s actions.
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Hampshire County Council (24 017 768)
Statement Upheld Special educational needs 22-Jul-2025
Summary: Ms B complained that the Council delayed in completing an Education, Health and Care [EHC] needs assessment for her son C. she said it also refused to accept her private educational psychology report or ensure the school provided appropriate support during the period of delay. We found that the Council delayed in completing the EHC needs assessment and producing a final EHC Plan. This caused distress and inconvenience to Ms B and C to miss out on some support. The Council has agreed to pay Ms B £175 in addition to the £325 already offered. It has also agreed to write a letter of apology to C and provide details of the steps it is taking to improve the supply of EP reports.
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Statement Closed after initial enquiries Planning applications 22-Jul-2025
Summary: We will not investigate this complaint about the Council refusing the complainant’s planning application after a 4-year delay, and despite it previously providing positive pre-application advice. There is insufficient evidence of fault in the pre-application advice given by the Council, it is reasonable to expect the complainant to have used his rights of appeal to the Planning Inspector, and we are satisfied with the action the Council has proposed in response to the complaint.
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South Norfolk District Council (24 018 228)
Statement Not upheld Enforcement 22-Jul-2025
Summary: X complained about the Council’s decision on whether development near their home required planning permission. We decided to not investigate this complaint further, because we are unlikely to recommend a remedy for X or find evidence of fault in the decision-making process.
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Cheshire East Council (24 019 906)
Statement Upheld Planning applications 22-Jul-2025
Summary: Mr X complained the Council gave incorrect advice to submit a discharge of condition application in order to agree the methodology for a heritage report required under a planning condition. The Council gave incorrect advice meaning Mr X incurred avoidable expenses and caused delay. The Council agrees to reimburse the application fee as well as making a symbolic payment to acknowledge his frustration.
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London Borough of Redbridge (24 020 172)
Statement Upheld Disabled children 22-Jul-2025
Summary: We will not investigate Miss X’s complaint about children services’ actions. We have upheld Miss X’s complaint as the Council has now agreed to follow the Children Act statutory complaints’ procedure and has agreed a proportionate way to resolve the complaint.