Decision search
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Kent County Council (25 014 482)
Statement Upheld School transport 05-Jul-2026
Summary: Miss X complained the Council delayed providing her son with suitable home to school transport. We find the Council was at fault for its delay in providing Miss X’s son with suitable transport. This caused Miss X frustration and upset, and her son missed education and specialist provision. The Council has agreed to make a payment to Miss X and implement a service improvement.
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Hampshire County Council (25 015 615)
Statement Closed after initial enquiries Special educational needs 05-Jul-2026
Summary: We cannot investigate this complaint about education provision and therapies as it cannot be separated from a Tribunal appeal.
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West Northamptonshire Council (25 015 876)
Statement Upheld Assessment and care plan 05-Jul-2026
Summary: Mr X complained the Council failed to ensure he had the required level of support in place when his Education, Health and Care (EHC) Plan ended in July 2025. We found the Council failed to carry out a timely review despite advance notice the EHC Plan was ending, failed to complete an annual review in 2024, communicated poorly throughout the process, and incorrectly refused to escalate his complaint while the matter remained unresolved. These faults caused Mr X significant injustice through missed support, distress, uncertainty, avoidable reliance on family members, and time and trouble pursuing the Council for updates and resolution. The Council has agreed to apologise, and make a payment to Mr X.
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London Borough of Southwark (25 015 950)
Statement Upheld Allocations 05-Jul-2026
Summary: Miss D says the Council failed to assess evidence she supplied to determine her housing need. I have found the Council at fault because it delayed assessing the evidence and caused Miss D avoidable distress. The Council has agreed to pay Miss D redress and apologise.
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Birmingham City Council (25 007 691)
Statement Upheld Assessment and care plan 05-Jul-2026
Summary: Mr X complained the Council failed to provide care and support and kept changing his social worker. He says this distressed him and stopped him moving home. The Council was at fault. It failed to review Mr X’s care and support plan and did not properly respond to complaints. The Council has agreed to apologise and make a financial payment.
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London Borough of Newham (25 008 005)
Statement Upheld Assessment and care plan 05-Jul-2026
Summary: Mr Z, on behalf of his niece, Ms X, complained that despite no change in her condition, the Council reduced her package of care from 69 to 51.5 hours per week. The Council followed the correct procedure to review Ms X’s care needs and then used its professional judgement to determine how to meet those needs. However, it delayed getting an occupational therapy assessment and implementing the recommendation to increase the hours to 53 per week. A suitable remedy for the distress and missed provision is agreed.
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London Borough of Barnet (25 009 476)
Statement Upheld Homelessness 05-Jul-2026
Summary: Ms X complained about heating and hot water at her temporary accommodation. We found fault by the Council through delay and poor complaint handling which meant Ms X paid for communal heating she did not receive and caused her avoidable inconvenience. The Council has agreed to apologise, reimburse some of the heating and hot water costs and make a symbolic payment to Ms X. The Council will also ensure tenants receive adequate information about communal heating systems.
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Southampton City Council (25 010 259)
Statement Not upheld Special educational needs 05-Jul-2026
Summary: The Council was not at fault for failing to provide Mrs X’s child Y with alternative educational provision between September 2024 and March 2025. I cannot investigate Mrs X’s complaint that the Council failed to secure her child, Y’s specialist provision in their Education, Health and Care (EHC) Plan between March and September 2025. This is because Mrs X appealed to the Tribunal which puts that period outside of our jurisdiction.
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Warwickshire County Council (25 010 702)
Statement Upheld Assessment and care plan 05-Jul-2026
Summary: The Council was at fault for failing to provide the full amount of care in Ms Y’s care plan, which it accepted in its complaint response. This has caused her financial injustice as she paid for private carers to top up her care package. The Council should make a payment to reflect the costs of the extra care Ms Y had paid for.
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London Borough of Ealing (25 012 819)
Statement Upheld Charging 05-Jul-2026
Summary: Mr X complained the Council delayed telling him about his care charges. We find the Council was at fault for its delay in completing Mr X’s financial assessment and for its delay in contacting him for his financial information. This meant Mr X lost the opportunity to make a fully informed decision about his care package before it started. The Council has agreed to apologise to Mr X and implement a service improvement.