Decision search
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Norfolk County Council (25 006 113)
Statement Upheld Domiciliary care 16-Mar-2026
Summary: Ms X complained about the home care arranged by the Council for her late mother. We found the Council failed to ensure a smooth transition of care it had commissioned between providers which caused Ms X distress and uncertainty about her mother’s care. The Council has agreed to apologise, make a symbolic payment and review its procedures.
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Suffolk County Council (25 006 267)
Statement Upheld Special educational needs 16-Mar-2026
Summary: Mrs X complained the Council failed to secure suitable education provision for her child, Y. The Council delayed issuing Y’s amended Education, Health and Care Plan for 21 weeks following an annual review. This caused Mrs X frustration, uncertainty and delayed her right of appeal to the Tribunal. The Council has already remedied the injustice caused to Mrs X.
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East Riding of Yorkshire Council (25 007 085)
Statement Upheld Other 16-Mar-2026
Summary: We upheld Mrs X’s complaint about delays in the children’s statutory complaints process. The Council agreed to resolve the complaint early by paying Miss X a symbolic financial remedy, and completing Stage Three of the children’s statutory complaints process
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Oxfordshire County Council (25 007 162)
Statement Upheld Special educational needs 16-Mar-2026
Summary: The Council failed to put in place education for Mrs X’s son when it knew he could not attend school due to medical reasons and wrongly pursued Mrs X for attendance issues. That meant Mrs X’s son missed out on education and Mrs X experienced distress. An apology, payment to Mrs X and guidance for officers is satisfactory remedy.
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East Suffolk Council (25 007 349)
Statement Upheld Allocations 16-Mar-2026
Summary: We found fault on Miss Y’s complaint about the Council’s handling of her request for a review of its housing banding decision. It delayed deciding it for two months which caused frustration. There was no fault on her complaint about how it assessed her housing application for banding. The Council agreed to send a written apology for the delay.
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Devon County Council (25 008 505)
Statement Not upheld Assessment and care plan 16-Mar-2026
Summary: Mr X complained about the Council’s decision to reduce his package of support when it was no longer funded by the health service. We did not find fault with how it made this decision.
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Staffordshire County Council (25 009 248)
Statement Upheld Special educational needs 16-Mar-2026
Summary: Mrs X complained that the Council took 62 weeks to complete her child’s Education, Health and Care Plan and failed to communicate properly or handle her complaint in a timely way. We find the Council at fault for significant delay beyond the statutory 20-week timescale, poor communication, and delays in its complaint handling. This caused Mrs X avoidable distress, frustration, and time and trouble, and meant her child missed out on special educational provision for a period of approximately one and three quarter terms. The Council has agreed to apologise and make a payment to Mrs X.
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Statement Closed after initial enquiries Assessment and care plan 16-Mar-2026
Summary: Mr X complains about the hospital discharge arrangements for his mother. He also complains about inadequate considerations for Deprivation of Liberty Safeguards and Continuing Healthcare for his mother. We will not investigate the events surrounding the hospital discharges as these complaints are late. We will not investigate the other complaints because the organisations have already accepted fault and provided appropriate remedies. We are therefore unlikely to achieve more.
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Torbay and South Devon NHS Foundation Trust (25 013 482a)
Statement Closed after initial enquiries Hospital acute services 16-Mar-2026
Summary: Mr X complains about the hospital discharge arrangements for his mother. He also complains about inadequate considerations for Deprivation of Liberty Safeguards and Continuing Healthcare for his mother. We will not investigate the events surrounding the hospital discharges as these complaints are late. We will not investigate the other complaints because the organisations have already accepted fault and provided appropriate remedies. We are therefore unlikely to achieve more.
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London Borough of Lambeth (25 014 398)
Statement Closed after initial enquiries Parking and other penalties 16-Mar-2026
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s representations against a penalty charge notice. This is because the Council has agreed to reduce the amount of the penalty charge back to the discounted rate of £65 and any remaining injustice Mr X has is not significant enough to warrant investigation.