Decision search
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Habitat Care Limited (23 019 246)
Statement Upheld Domiciliary care 30-Oct-2024
Summary: Mrs X complains Habitat Care Limited failed to provide care workers who were able to meet her father’s needs as he approached the end of his life, leaving his family having to cover for them. The care provider accepts its services did not meet the required standard and has apologised. It needs to take action to improve its records keeping and make its quality checks more meaningful.
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Devon County Council (23 020 358)
Statement Upheld Special educational needs 30-Oct-2024
Summary: Miss X complained the Council delayed completing her son, Y’s Education, Health and Care (EHC) needs assessment in line with statutory timescales. The Council was at fault. It delayed deciding whether to issue Y with an EHC Plan within the statutory timescales, caused by a 14 week delay in obtaining Educational Psychologist (EP) advice. It then further delayed issuing Y’s final EHC Plan by 15 weeks after it received the EP advice. All of this impacted on Y’s education and meant he lost the opportunity to access the provision in his Plan earlier. It caused Miss X distress and uncertainty. The Council agreed to make payments to acknowledge this injustice.
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Westcountry Home Care Ltd (23 020 362)
Statement Upheld Domiciliary care 30-Oct-2024
Summary: Mr X complained the care provider did not provide a breakdown of its costs and carers did not attend for their allotted visit times. He also complained about the standard of care provided to his mother. We have found the actions of the care provider caused injustice. The care provider agreed to apologise, make payments for the distress and uncertainty caused and carry out a service improvement.
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Statement Upheld Special educational needs 30-Oct-2024
Summary: Mrs X complains the Council delayed in putting in place an education other than at school package for her daughter, Y. The Council is at fault as it delayed in delivering elements of Y’s education other than at school package and did not arrange face to face tuition for Y as agreed. These faults caused Y to miss some education provision for three terms and caused distress to her and Mrs X. The Council has agreed to remedy this injustice by making a symbolic payment of £1800 to Y and a symbolic payment of £500 to Mrs X.
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Lancashire County Council (23 020 866)
Statement Upheld Assessment and care plan 30-Oct-2024
Summary: There is no evidence of fault by the Council in the way it dealt with Mr X's care arrangements. It acted properly and in accordance with the law. There is no fault in the charges levied for Mr X’s residential stay. There is fault in the way the Council dealt with Mrs X’s complaint. It delayed in responding and failed to address all points of complaint.
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London Borough of Newham (23 020 975)
Statement Upheld Homelessness 30-Oct-2024
Summary: We found the Council at fault for its response when Mrs D sought its support when she faced being made homeless. The Council delayed in making decisions and failed to communicate with her. This caused Mrs D avoidable distress. The Council has accepted these findings and at the end of this statement we set out what action it will take to remedy this injustice and make service improvements.
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Calderdale Metropolitan Borough Council (24 002 749)
Statement Upheld Assessment and care plan 30-Oct-2024
Summary: Mr X complained about the Council’s delay in assessing his care needs and the adequacy of his subsequent care and support plan. The Council accepts it delayed in assessing Mr X and failed to carry out a proper assessment. The Council has agreed to apologise to Mr X, carry out a new assessment and make a payment to Mr X to recognise the care costs he incurred as a result of its delay.
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West Berkshire Council (24 002 771)
Statement Not upheld Child protection 30-Oct-2024
Summary: Mr X complained about how the Council carried out Child Protection proceedings for his child, placed restrictions on how he should contact the Council, and considered his request for reasonable adjustments for his disability. He said this caused him avoidable distress and affected the outcome of Child Protection proceedings. We have ended our investigation. Since Mr X complained to us, the court granted an interim care order so his child could be temporarily taken into care and his child has since been sectioned under the Mental Health Act. Therefore, there is nothing further we could achieve. For the remaining parts of Mr X’s complaint, our view is further investigation will not result in a finding of fault, or a different or worthwhile outcome.
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East Riding of Yorkshire Council (24 006 991)
Statement Upheld Assessment and care plan 30-Oct-2024
Summary: We will not investigate this complaint about adult social care planning. We are satisfied with the Council’s actions to accept fault and learn from the complaint. It is unlikely we would add to the Council’s investigation or achieve a different outcome.
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Essex County Council (24 007 047)
Statement Upheld Special educational needs 30-Oct-2024
Summary: We will not investigate Mrs X’s complaint about delays in producing an Education Health and Care Plan as the Council has agreed to a proportionate way to resolve the complaint.