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Buckinghamshire Council (24 012 399)
Report Upheld Special educational needs 25-Feb-2026
Summary: The complainant (Mrs E) has two sons, who both have SEN. For one son the Council failed to provide them with speech and language therapy and occupational therapy included within their EHC Plan. For the other son, the Council also failed to provide him with speech and language therapy and failed to complete reviews of his EHC Plan in time. The investigation has highlighted systemic failings in the delivery of speech and language and occupational therapy services by the provider used by the Council to deliver these services to children with EHC Plans. This despite the Council having recommissioned that service and introduced a new strategy to meet the therapeutic needs of children with SEN in its area during 2024.
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Buckinghamshire Council (25 022 150)
Report Upheld Special educational needs 25-Feb-2026
Summary: The complainant (Mrs E) has two sons, who both have SEN. For one son the Council failed to provide them with speech and language therapy and occupational therapy included within their EHC Plan. For the other son, the Council also failed to provide him with speech and language therapy and failed to complete reviews of his EHC Plan in time. The investigation has highlighted systemic failings in the delivery of speech and language and occupational therapy services by the provider used by the Council to deliver these services to children with EHC Plans. This despite the Council having recommissioned that service and introduced a new strategy to meet the therapeutic needs of children with SEN in its area during 2024.
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Durham County Council (24 003 695)
Statement Upheld Charging 25-Feb-2026
Summary: Mr B complained on behalf of his mother, Ms C, that the Trust did not provide suitable rehabilitation in hospital, that the Trust and Council failed to communicate changes to Ms C’s care plan, and that the Council did not communicate with Ms C about charges for care and wrongly charged her. We found fault with how the Council communicated with Ms C about charges, and that this caused uncertainty and distress to Ms C and Mr B. The Council has agreed to apologise, make a symbolic payment, and improve services. We found no fault in the Trust’s actions.
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County Durham & Darlington NHS Foundation Trust (24 003 695a)
Statement Not upheld Hospital acute services 25-Feb-2026
Summary: Mr B complained on behalf of his mother, Ms C, that the Trust did not provide suitable rehabilitation in hospital, that the Trust and Council failed to communicate changes to Ms C’s care plan, and that the Council did not communicate with Ms C about charges for care and wrongly charged her. We found fault with how the Council communicated with Ms C about charges, and that this caused uncertainty and distress to Ms C and Mr B. The Council has agreed to apologise, make a symbolic payment, and improve services. We found no fault in the Trust’s actions.
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County Durham & Darlington NHS Foundation Trust (24 003 695b)
Statement Not upheld Hospital acute services 25-Feb-2026
Summary: Mr B complained on behalf of his mother, Ms C, that the Trust did not provide suitable rehabilitation in hospital, that the Trust and Council failed to communicate changes to Ms C’s care plan, and that the Council did not communicate with Ms C about charges for care and wrongly charged her. We found fault with how the Council communicated with Ms C about charges, and that this caused uncertainty and distress to Ms C and Mr B. The Council has agreed to apologise, make a symbolic payment, and improve services. We found no fault in the Trust’s actions.
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London Borough of Newham (24 021 687)
Statement Upheld Allocations 25-Feb-2026
Summary: On behalf of Mr X, Ms Z complained the Council delayed assessing Mr X’s household’s housing circumstances, failed to consider relevant evidence, and did not consider requests for reasonable adjustments. She said this disadvantaged the household and caused avoidable distress, frustration and uncertainty. We have found the Council at fault for failing to properly decide Mr X’s homelessness application and for not providing review rights. We also found fault with its complaints handling and for not considering Mr X’s requested reasonable adjustments. The Council has agreed to apologise and pay a symbolic financial remedy, and invite a further homelessness application from Mr X’s household. The Council has also agreed to provide guidance to officers on reasonable adjustments. We have not found the Council at fault for how it completed its review of Mr X’s household’s housing priority. There are other parts of Ms Z’s complaint we have not investigated. We explain why in our decision statement.
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London Borough of Waltham Forest (24 023 123)
Statement Upheld Charging 25-Feb-2026
Summary: The Council was at fault. It delayed Mrs Y’s financial assessment and did not clearly explain Mrs Y’s care charges and initially overcharged her. It did not update Mrs Y’s care and support plan when there was a change in care hours agreed and it communicated poorly with a family member, Mrs X. The Council has already recredited payments it should not have charged Mrs Y. It will also apologise and pay a symbolic payment to Mrs X and Mrs Y to acknowledge the frustration, confusion and distress caused. The Council will review its services to prevent a repeat of the faults.
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Stockport Metropolitan Borough Council (25 000 638)
Statement Not upheld Friends and family carers 25-Feb-2026
Summary: Mr X complained about substantive children’s social care matters and asked the Council to progress his complaint to stage 2 of the statutory procedure. We have not found fault in the Council’s decision not to progress his complaint to stage 2. The Council was entitled to rely on Mr X’s clear withdrawal of his complaint and treat the matter as closed, and it was not at fault for refusing to reopen the complaint when he raised this again months later.
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Gateshead Metropolitan Borough Council (25 001 299)
Statement Not upheld Homelessness 25-Feb-2026
Summary: Mr X complained the Council wrongly advised his son Mr Y to claim universal credit when he applied for homelessness assistance, a security officer mistreated him, he was wrongfully arrested, and about poor complaint handling. We find no fault regarding the homelessness assistance and have ended the investigation into the other parts of his complaint.
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Cambridgeshire County Council (25 001 614)
Statement Upheld Special educational needs 25-Feb-2026
Summary: Mrs X complained the Council delayed completing the Education, Health and Care (EHC) Needs Assessment and EHC Plan for her daughter, B. The Council also failed to ensure appropriate alternative provision was in place when B was unable to attend school full-time due to their needs. We found the Council at fault. It has agreed to pay Mrs X in recognition of the loss of education and the avoidable stress and uncertainty.