Decision search
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Statement Upheld Special educational needs 13-Mar-2025
Summary: Mr X complained about the way the Council dealt with his child Z’s education and special educational needs provision. We have found fault by the Council, causing injustice, in failing to: complete the annual review process within the statutory timescales; provide Z with a suitable education; and with its communication and complaint handling failures. The Council has agreed to remedy this injustice by: apologising; making payments to reflect the distress caused to Mr X and the impact of the missed education on Z; and a service improvement.
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Statement Upheld Assessment and care plan 13-Mar-2025
Summary: Mrs B complained about the Council’s poor communication, a delay in taking actions and a failure to carry out a continuing healthcare checklist. We have found fault in the Council’s actions and the Council has agreed to apologise, pay a financial remedy and carry out the checklist.
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Kent County Council (24 007 826)
Statement Upheld Assessment and care plan 13-Mar-2025
Summary: The Council failed to properly investigate Mr X’s complaint about the domiciliary care his mother received. It then delayed dealing with his complaint about this. This caused both Mr X and his mother unnecessary worry and stress. The Council has agreed a satisfactory remedy in acknowledgement of this.
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London Borough of Bromley (24 008 472)
Statement Upheld Special educational needs 13-Mar-2025
Summary: The Council failed to update an Education, Health and Care Plan within statutory time limits for secondary transfer and failed to secure occupational therapy provision in the Plan. This led to missed provision, uncertainty, a rushed transition, and loss of appeal rights at a crucial point. The Council has agreed to apologise and make a symbolic payment. The complaint is upheld.
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Suffolk County Council (24 008 529)
Statement Not upheld Direct payments 13-Mar-2025
Summary: Mrs X complained about the Council failure to advise her about her obligations under the direct payments scheme. We did not find the Council to be at fault because Mrs X signed an agreement that explained her responsibilities as an employer and to provide an audit trail. In the absence of any evidence to show how public finds were spent, the Council was entitled to request its return.
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Northumberland County Council (24 009 086)
Statement Closed after initial enquiries Other 13-Mar-2025
Summary: We cannot investigate Miss X’s complaint about the content of a court report. That is because the law says we cannot investigate matters related to court proceedings. We will not investigate Miss X’s complaint about the Council’s communication with her and contact arrangements with her relative. Further investigation would not lead to a different outcome.
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Broxtowe Borough Council (24 011 362)
Statement Upheld Disabled facilities grants 13-Mar-2025
Summary: Ms X complained about the way the Council handled her housing case and how it delayed a disabled facilities grant process to carry out adaptations at their property for her late mother. Ms X also complained about the Council’s poor communication with her. There was fault by the Council for its failure to provide Ms X with information about the disabled facilities grant process which caused uncertainty to Ms X. The Council will take action to remedy the injustice caused.
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Coventry City Council (22 011 292)
Statement Closed after initial enquiries Friends and family carers 13-Mar-2025
Summary: We will not investigate Mr X’s complaint about the Council’s actions in removing his children and while they were away from his care. A court decided who should care for the children and matters connected with that are ones we are legally prevented from investigating. Data matters are ones the Information Commissioner would be better placed than us to consider. The remaining administrative matters are ones where we could not add to the Council’s own investigation. And we could not achieve Mr X’s desired outcomes by investigating.
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Dudley Metropolitan Borough Council (24 000 293)
Statement Upheld Homelessness 13-Mar-2025
Summary: The Council failed to arrange interim accommodation for Mr B and his son, K, when they were homeless and it did not provide sufficient support to safeguard and promote K’s welfare. As a result, Mr B and K were sofa surfing for around four months. While the Council does not agree with our findings, it has agreed to apologise and make payments to Mr B and K. It has also agreed to make service improvements.
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Statement Upheld Local welfare payments 13-Mar-2025
Summary: Miss X complained about the support the Council provided to her under its Emergency Support Scheme. There was fault in how the Council fulfilled the award it made to Miss X under its Emergency Support Scheme in late 2023. This caused Miss X some avoidable frustration but did not cause any further injustice. The Council agreed to apologise to Miss X and review the information it provides to applicants about the scheme.