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Bath and North East Somerset Council (23 018 920)
Statement Upheld Alternative provision 29-Sep-2024
Summary: Miss Y complains about delays in arranging alternative provision for her child when they stopped attending school in 2022. Miss Y also complains about delays in the Education, Health and Care (EHC) Plan process. We have not investigated the complaint about alternative provision because the matters complained about happened more than one year ago and there is no good reason for us to exercise discretion. In our view there is fault in the second part of Miss Y’s complaint because the Council took too long to issue her child’s EHC plan. The Council has agreed to remedy the injustice caused by fault with the actions listed at the end of this statement.
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Bolton Metropolitan Borough Council (23 019 262)
Statement Upheld Other 29-Sep-2024
Summary: Miss X complained about how the Council made reasonable adjustments when communicating with her. There was fault in how the Council considered Miss X’s requests for reasonable adjustments and how it considered her complaint about this. The Council agreed to confirm what adjustments it considers reasonable, apologise to Miss X, pay her a financial remedy and share our decision with relevant staff.
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London Borough of Lambeth (23 019 381)
Statement Upheld Charging 29-Sep-2024
Summary: Mr C complained about the information the Council gave to him about care fees when his brother Mr D moved into a care home. We have not found fault with the information provided but we consider the Council should have considered Mr D’s capacity in relation to the financial assessment and provided copies of information to Mr C. It also delayed excessively in responding to Mr C’s complaint. The Council has offered to pay Mr C £250 which we consider is a reasonable symbolic payment in line with our guidance. The Council has also agreed to review its social care complaints procedure.
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Wiltshire Council (23 011 917)
Statement Upheld Highway repair and maintenance 29-Sep-2024
Summary: Mr X complained the Council failed to keep its list of streets up to date and correct. We find the Council at fault for not making a timely decision on whether to update its list of streets. The Council has agreed to apologise to Mr X and provide him with an action plan for its next steps.
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Sunderland City Council (23 014 041)
Statement Not upheld Assessment and care plan 29-Sep-2024
Summary: There is no evidence the Council was at fault in the way it reached the decision about deprivation of assets, or that it harassed Mrs X as is alleged.
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West Lindsey District Council (23 015 068)
Statement Upheld Noise 29-Sep-2024
Summary: The Council properly investigated Mrs B’s reports of noise from her neighbours and problems with building work. The Council’s website was not clear that it has powers to tackle noise from premises under antisocial behaviour (ASB) legislation. This has not impacted on Mrs B as it is unlikely the Council would have used ASB powers. However, the Council has agreed to review its website so that it is clear that it will consider its ASB powers to tackle noise from premises.
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Wirral Metropolitan Borough Council (23 019 437)
Statement Upheld Special educational needs 29-Sep-2024
Summary: Miss X complains the Council failed to ensure her son, Mr Y, received suitable education or support for his special educational needs. There was fault by the Council which caused Mr Y to miss special educational needs support. It also caused avoidable distress for Mr Y and Miss X. The Council agreed to apologise, pay a financial remedy, and properly consider Miss X’s request for a Personal Budget for Mr Y’s Education, Health, and Care Plan. The Council will also issue reminders to staff in its special educational needs service.
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Northumberland County Council (23 019 694)
Statement Upheld Parking and other penalties 29-Sep-2024
Summary: Ms X complained about how the Council rejected her application for a disabled parking bay outside her home. There was fault in how the Council considered Ms X’s application. The Council agreed to apologise to Ms X for the distress this caused and review its decision. It also agreed to review its disabled parking bay policy to ensure it allows the Council to consider individual circumstances in each case.
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Cheshire East Council (23 019 884)
Statement Upheld Alternative provision 29-Sep-2024
Summary: Ms X complained the Council failed to provide suitable full-time alternative provision for her son Y when he was unable to attend school from September 2023 until July 2024. The Council delayed in responding to Ms X’s concerns which caused her frustration. The Council was not at fault in its actions around Y’s attendance and education. The Council should apologise to Ms X for the avoidable frustration she was caused.
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Wiltshire Council (23 020 022)
Statement Upheld Homelessness 29-Sep-2024
Summary: Mr X complained on behalf of his son, Mr Y, that the Council failed to provide him with interim accommodation when he presented as homeless. We found the Council was at fault in failing to offer Mr Y interim accommodation pending the outcome of its inquiries to ascertain whether he was vulnerable. In recognition of the injustice caused, the Council has agreed to apologise and make a payment to Mr Y and Mr X.