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  • London Borough of Lewisham (24 018 722)

    Statement Upheld Adoption 11-Dec-2025

    Summary: Ms X and Mr Y complained about the way the Council dealt with an adoption process. The Council was at fault for failing to consider all their complaints and delaying in completing the complaint procedure. This caused Ms X and Mr Y distress, frustration and uncertainty. The Council has agreed to apologise, make a payment to recognise the injustice caused and complete a new stage two investigation.

  • Redcar & Cleveland Council (24 019 078)

    Statement Upheld Direct payments 11-Dec-2025

    Summary: Mr and Mrs X complained about the Council’s management of their direct payments, delays in completing care plans and a carer’s assessment and poor record keeping. We found fault by the Council in its management of Mr X and Mrs X’s direct payments and delays in completing care plans and a carers assessment. The Council agreed to our recommendations to remedy the injustice caused to Mr and Mrs X.

  • Bristol City Council (24 020 300)

    Statement Upheld Refuse and recycling 11-Dec-2025

    Summary: Mx X complained the Council repeatedly missed their assisted waste collections. We find the Council at fault for failing to provide an assisted collection service to Mx X. This caused Mx X frustration and distress. The Council has agreed to apologise and make a symbolic payment.

  • Leeds City Council (24 023 270)

    Statement Upheld Alternative provision 11-Dec-2025

    Summary: Ms X complained the Council failed to provide her daughter with alternative provision while she was out of school. We find the Council at fault for failing to arrange a suitable full-time education or any alternative provision from October 2024 to February 2025. The Council also failed to meet its statutory duty to ensure the provision set out in her daughter’s Education, Health and Care Plan was delivered. This fault meant Ms X’s daughter missed out on education and special educational provision. This also caused Ms X and her daughter distress and uncertainty. The Council has agreed to apologise and make a payment to Ms X.

  • Torbay Council (25 000 193)

    Statement Upheld Alternative provision 11-Dec-2025

    Summary: Miss B complained there were delays by the Council during the Education, Health and Care (EHC) Plan process for her son, who I will refer to as C; it failed to secure provision for C as set out in his EHC Plan, and it failed to arrange alternative provision for C when he was unable to attend school. There was fault by the Council. The Council did not meet statutory timescales during the EHC Plan process, did not properly consider and evidence if a section 19 duty applied and if C’s school was available and accessible, and delayed putting in place education provision for C. Because of the fault, Miss B suffered uncertainty and a delayed right of appeal. C also missed out on education provision. The Council has agreed to apologise to Miss B, provide symbolic payments, issue staff briefings, and send us a copy of its action plan.

  • London Borough of Lewisham (25 000 331)

    Statement Upheld Homelessness 11-Dec-2025

    Summary: Miss X complained about the Council’s handling of her reports of disrepair in her temporary accommodation and that it took too long to complete a suitability review of the accommodation. We found fault by the Council on both matters. This caused Miss X and her child to live in unsuitable accommodation for longer than they should have. It also caused them distress, financial loss and uncertainty. The Council agreed to our recommendations to address the injustice caused.

  • Knowsley Metropolitan Borough Council (25 000 407)

    Statement Upheld Special educational needs 11-Dec-2025

    Summary: The Council failed to maintain oversight of Miss X’s child, Y’s, education while they were out of school. It also failed to review Y’s Education, Health and Care Plan and delayed implementing Education other than at School (EOTAS) provision. This caused Miss X uncertainty over Y’s education and Y to miss out on half a term’s EOTAS provision. The Council has agreed to apologise and make a payment to Miss X.

  • East Riding of Yorkshire Council (25 000 447)

    Statement Upheld Assessment and care plan 11-Dec-2025

    Summary: Mrs X complained the Council removed her care and support after completing a care reassessment using a non -specialist deafblind assessor. She said the Council has placed her back on a previous care assessment, which does not meet her needs. The Council is at fault for delaying in reassessing Mrs X care needs using a specialist deafblind assessor causing distress and uncertainty. The Council agreed to apologise to Mrs X, complete a full reassessment of her care needs, review its care assessment policy relating to deafblind assessments, ensuring staff understanding and make a symbolic payment to recognise the injustice caused.

  • London Borough of Hillingdon (25 001 023)

    Statement Not upheld Allocations 11-Dec-2025

    Summary: Miss X complained the Council failed to follow its housing allocation policy as it refused to make a direct offer of housing to her despite a social worker recommendation. We have found no evidence of fault by the Council.

  • Dudley Metropolitan Borough Council (25 001 590)

    Statement Upheld Assessment and care plan 11-Dec-2025

    Summary: Mr X complains about the Council’s handing of Mr Y’s care and support needs. Mr X complains the Council placed Mr Y in an unsuitable placement and did not arrange regular home visits. Mr X says this impacted Mr Y’s physical health and emotional wellbeing. We find the Council at fault which caused injustice. The Council has agreed to make a payment and complete a fresh care assessment.

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