Decision search
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Kirklees Metropolitan Borough Council (25 008 198)
Statement Upheld Alternative provision 28-Jun-2026
Summary: Ms F complained about how the Council dealt with her child’s education when she was unable to attend school since 2022. Part of Ms F complaint was late, the Council accepted fault for this period and offered an appropriate remedy. We found some fault by the Council from Autumn 2024 to Summer 2025 for delayed complaints handling, some poor communication, and a failure to properly consider or evidence its decision making for Y’s reduced alternative provision for a school term. The Council will apologise and make payment to acknowledge the injustice this caused.
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West Sussex County Council (25 008 675)
Statement Upheld Special educational needs 28-Jun-2026
Summary: We uphold Mrs X’s complaint, finding the Council delayed in issuing her daughter with an updated Education, Health and Care Plan and in answering her complaint. These faults caused injustice as avoidable distress, time and trouble. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to take to remedy Mrs X’s injustice.
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South Oxfordshire District Council (25 009 683)
Statement Upheld Homelessness 28-Jun-2026
Summary: Mr X complained about the Council’s actions when he presented to it as homeless. We found fault because the Council should have processed homelessness applications for him but did not. This caused Mr X avoidable distress, frustration and uncertainty. The Council has already apologised to Mr X and made a payment to him to recognise the injustice caused. We are satisfied this was a sufficient personal remedy. The Council has now also agreed to a service improvement recommendation of formally reviewing the errors in Mr X’s case.
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London Borough of Haringey (25 010 888)
Statement Upheld Refuse and recycling 28-Jun-2026
Summary: Miss X complained the Council wrongly issued her a fixed penalty notice for fly-tipping. Miss X says this caused her avoidable and unnecessary stress. We find no fault with the Council’s decision-making to issue the notice. We do find fault with the Council’s decision not to consider Miss X’s representations after receiving the notice, which caused injustice. The Council has agreed to consider Miss X’s representations and take service improvement action.
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Salford City Council (25 012 070)
Statement Upheld Alternative provision 28-Jun-2026
Summary: The Council was at fault for failing to properly consider whether to implement alternative educational provision when it became aware that Miss X’s child, Y was not attending school. This did not cause an injustice as the Council only became aware of the attendance issues in June 2025 and it would have been unable to arrange any alternative provision prior to the summer holidays.
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Jardine Care Limited (25 012 124)
Statement Upheld Domiciliary care 28-Jun-2026
Summary: We have found fault in the care agency’s actions. There was a lack of transparency and information when the care agency recommended an increase in Miss E’s care plan and there was fault in the care agency’s management of Miss E’s finances. This created uncertainty in how the decisions were made and how Miss E’s money was spent. The Agency has agreed to apologise, pay a financial remedy and carry out service improvements.
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Surrey County Council (25 012 308)
Statement Upheld Assessment and care plan 28-Jun-2026
Summary: On behalf of her son, Z, Miss X complained the Council failed to meet its statutory duty to provide suitable care for Z. We find the Council at fault for a delay in securing suitable care and respite for Z. This caused Z to miss out on eighteen months of care provision and caused distress and frustration for Miss X as she was left to provide the missed care. The Council has agreed to apologise, make symbolic payments to Z and Miss X and assess Z’s respite care needs to remedy the injustice caused.
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Leeds City Council (25 012 628)
Statement Upheld Special educational needs 28-Jun-2026
Summary: Miss F complained the Council delayed issuing her child’s education, health and care plan and failed to make alternative provision for him. The Council has accepted it delayed issuing the plan, which caused uncertainty and distress. It has agreed to make a payment to Miss F to remedy that injustice. The Council did not have a duty to make alternative provision as Miss F’s child was not compulsory school age.
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Birmingham City Council (25 012 782)
Statement Upheld Refuse and recycling 28-Jun-2026
Summary: Ms X complained that although she should receive assisted collections the Council has repeatedly failed to collect her household waste as scheduled. Ms X also complained that when the Council does empty her bin, it does not also take the accumulated side waste and clinical waste and has refused her request for an additional bin. We found the failure to collect Ms X’s waste in line with the assisted collection service is fault, as was the failure to consider her requests for an additional bin. These faults have caused Ms X an injustice.
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Suffolk County Council (25 013 265)
Statement Upheld Alternative provision 28-Jun-2026
Summary: Mrs B complained that the Council had failed to ensure the provision in her daughter, C’s Education, Health and Care Plan was in place and failed to ensure C received a full-time education when she was unable to attend school. Based on current evidence we have found some fault in the actions of the Council. The Council has agreed to apologise to Mrs B and C, make a symbolic payment and review its procedures for the future.