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Statement Upheld Special educational needs 20-Feb-2026
Summary: Mr B complained that the Council, in respect of his son, D, failed to complete a needs assessment and issue an Education, Health and Care Plan within the statutory timescales. He also complained the Council had failed to provide alternative education for D since he stopped attending school. We found fault in the actions of the Council which caused distress and inconvenience to Mr B and D to miss out on essential education and support. The Council has agreed to apologise to Mr B and D, make a symbolic payment and provide evidence of the steps it has taken to improve implementation of its policy on alternative provision.
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West Northamptonshire Council (25 002 208)
Statement Upheld Special educational needs 20-Feb-2026
Summary: Mrs X complained the Council delayed the production of her son’s Education, Health and Care Plan and failed to provide him with suitable education when he could not attend school. We find the Council at fault for a delay in completing the statutory assessment process and for not being able to evidence how it made decisions about alternative provision. This caused distress, frustration and missed education. The Council has agreed to apologise and provide a symbolic payment to Mrs X.
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Norfolk County Council (25 004 192)
Statement Upheld Special educational needs 20-Feb-2026
Summary: Mrs X complained the Council failed to provide access to suitable education when her child, Y, was unable to attend school. We find the Council at fault for a delay in securing suitable alternative provision. The delay caused distress and frustration for Y and Mrs X and caused Y to miss out on education. The Council has agreed to apologise and make a symbolic payment.
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London Borough of Hammersmith & Fulham (25 004 484)
Statement Upheld Homelessness 20-Feb-2026
Summary: Miss X complained the Council failed to provide her with suitable interim and temporary accommodation. We found Miss X lived in unsuitable accommodation for nine months. The Council has agreed to apologise to Miss X and make her a symbolic payment in recognition of the injustice caused to her.
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London Borough of Tower Hamlets (25 005 717)
Statement Upheld Special educational needs 20-Feb-2026
Summary: Miss X complained about the Council’s delays in issuing her son’s Education, Health and Care Plan. She also says the Council’s communication was poor, it failed to respond to her Personal Budget request, and it mishandled the school consultation process. We find the Council was at fault for its delay in issuing Miss X’s son’s Education, Health and Care Plan. It was also at fault for its communication with Miss X and it delayed responding to her complaint. These faults caused Miss X frustration and upset, and Miss X’s son lost out on provision. The Council has agreed to apologise to Miss X, make a payment to her and implement a service improvement.
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Southend-on-Sea City Council (25 005 847)
Statement Upheld Allocations 20-Feb-2026
Summary: The Council was at fault in delaying the suitability review of Mrs X’s social housing, and in its communications with her after it made a suitability decision. These faults caused Mrs X confusion, frustration and time and trouble. The Council agreed to our recommendations to apologise to Mrs X, learn lessons from this complaint to prevent similar future fault, and make Mrs X a symbolic payment to remedy the injustice caused.
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Bournemouth, Christchurch and Poole Council (25 005 861)
Statement Upheld Assessment and care plan 20-Feb-2026
Summary: We found fault with the Council for delays in completing a care assessment and putting in place Direct Payments for Ms X. The Council agreed to apologise to Ms X and pay her a symbolic financial gesture for the distress and lost opportunity the Council’s fault caused. We also found fault with the Council failing to put in place the correct Direct Payments from October 2025 to January 2026. The Council agreed to pay the underpaid Direct Payments into Ms X’s Direct Payment account.
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London Borough of Lewisham (25 006 307)
Statement Upheld Allocations 20-Feb-2026
Summary: We found fault in the Council’s handling of Miss X’s homelessness case. While the Council followed the correct process when assessing the suitability of temporary accommodation, it delayed in progressing matters, communicated poorly across teams, handled her complaints inadequately, and failed to provide proper reasons for the medical assessment or conclude the related review. These faults caused Miss X avoidable distress, uncertainty, and time and trouble. The Council has agreed to apologise, make a financial payment, issue a fresh reasoned medical decision with review rights, and improve its administrative practice.
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Nottinghamshire County Council (25 007 249)
Statement Not upheld Child protection 20-Feb-2026
Summary: Mr X complained about the way the Council dealt with concerns about his children and its involvement with him. There was no fault in the actions of the Council.
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Statement Closed after initial enquiries Assessment and care plan 20-Feb-2026
Summary: Ms Y complained on behalf of her late father, Mr X, that the Trust and Council failed to assess Mr X properly before he left hospital, that Mr X was transferred to a care home that was not suitable for him and could not meet his needs, and that Mr X sustained an unexplained eye injury. Ms Y also complained the Trust failed to protect Mr X’s dignity. We will not investigate Ms Y’s complaint as it is unlikely we would find fault, or add to the responses Ms Y has already received from the organisations.