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Bournemouth, Christchurch and Poole Council (24 014 799)
Statement Upheld Special educational needs 30-Jul-2025
Summary: Ms X complained the Council missed deadlines in her sons Education, Health and Care Plan and the communication has been poor. This has caused distress and her son to miss education. The Council has accepted fault and has offered a package of remedies.
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London Borough of Waltham Forest (24 015 102)
Statement Upheld Homelessness 30-Jul-2025
Summary: Miss X complained the Council failed to provide her family with suitable temporary accommodation under its homelessness duties. The Council accepted fault when it investigated Miss X’s complaint, in that it failed to consider suitability of accommodation and took too long to respond to the complaint. The Council apologised and paid a financial remedy. After our investigation, it agreed to offer a further financial remedy for the injustice caused. It will also issue staff reminders and decide any changes needed to its processes to avoid the same faults in future.
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Wyndham Court Limited (24 015 295)
Statement Upheld Residential care 30-Jul-2025
Summary: Mrs X complained that the care provided by the Care Home was poor and did not meet her father’s needs as an elderly person with dementia. We found fault with the Home in that Mr Y’s care plan was not reviewed and updated when incidents occurred or his needs changed. This caused injustice to Mrs X and Mr Y in terms of uncertainty, distress, and unmet needs. The Care Provider has agreed to our recommendations to remedy this injustice.
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Cheshire East Council (24 015 527)
Statement Not upheld Alternative provision 30-Jul-2025
Summary: Ms X complained the Council failed to provide her child with education when they did not attend school due to anxiety, from May 2023 to date. We cannot investigate the period after November 2023 when the Council issued an Education, Health and Care Plan which Ms X appealed. The loss of education is too closely linked to the matters subject to appeal. For the period May to November 2023, we have found no fault.
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London Borough of Islington (24 015 794)
Statement Upheld Allocations 30-Jul-2025
Summary: Mr X complained about the Council’s handling of his housing register application. We found fault by the Council because it took too long to process his housing application and did not explain why it deactivated his application. The Council agreed to apologise to Mr X for the uncertainty caused to him by the delay. We did not find fault in any other part of its handling of Mr X’s housing register application.
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North Yorkshire Council (24 016 098)
Statement Upheld Special educational needs 30-Jul-2025
Summary: The Council was at fault as it failed to arrange any educational provision for Ms X’s child Y, who is a young adult, from September 2024 to January 2025, and it poorly communicated and handled her complaint. The Council apologised and offered to make a payment of £1600 to recognise the injustice caused from the loss of education and its poor communication and complaint handling. It also proposed to carry out service improvements to prevent recurrence of the faults. The Council’s proposed actions are an appropriate remedy for the injustice caused by the faults identified.
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Eastbourne Borough Council (24 016 135)
Statement Upheld Other 30-Jul-2025
Summary: We have upheld this complaint about the Council failing to properly review restrictions placed on Mr X. The Council has agreed to a proportionate remedy for the injustice this caused.
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Statement Not upheld Residential care 30-Jul-2025
Summary: Miss X complained about aspects of care provided to her relative Mr Y in a residential care home which she said caused Mr Y physical and psychological harm. We have ended this investigation because further investigation would not achieve anything more.
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London Borough of Wandsworth (24 016 572)
Statement Upheld School transport 30-Jul-2025
Summary: Mr X complained the Council wrongly decided it would not provide support with post-16 school transport costs for his child D, who is disabled and has an Education, Health, and Care Plan. There was fault by the Council which caused avoidable distress and confusion for Mr X and meant it did not properly consider his appeal about this issue. The Council agreed to reconsider Mr X’s appeal, apologise, and pay a financial remedy. It will also ensure its published policy accurately describes its appeal process, review its record keeping procedures for appeals, and provide training to staff about the faults we identified.
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North Yorkshire Council (24 017 115)
Statement Upheld Special educational needs 30-Jul-2025
Summary: The Council delayed issuing an amended Education, Health and Care Plan for Ms X’s child, Y. It also failed to secure the Occupational Therapy (OT) provision in the Plan and make direct payments for Y’s tuition. This was fault and caused Ms X frustration and distress. The Council has agreed to apologise to Ms X, pay all outstanding direct payments, review why it has repeatedly failed to make the payments and make a payment to Ms X to recognise the impact of its failings.