Decision search
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Worcestershire County Council (25 006 694)
Statement Upheld Charging 12-Apr-2026
Summary: There was fault by the Council. The Council failed to send invoices for a service users care to his appointee for over 3 years. This has meant a large debt is now owed to the Council. The Council will remedy the complaint by carrying out a financial assessment to decide if Mr X, who lacks capacity to deal with his finances, has the funds to repay the debt. The Council will either write off the debt or propose a payment plan, depending on the outcome of the re-assessment.
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London Borough of Redbridge (25 006 834)
Statement Upheld Allocations 12-Apr-2026
Summary: Miss X complained the Council did not properly assess and review her housing application and did not respond to her complaint. She says this delayed her rehousing and distressed her. The Council was at fault. It delayed Miss X’s housing application reviews, did not properly conduct one review, delayed telling Miss X the outcome of another and its complaint handling was poor. This distressed Miss X. The Council has agreed to apologise.
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Dudley Metropolitan Borough Council (25 007 904)
Statement Upheld Charging 12-Apr-2026
Summary: Mr X complained the Council wrongly charged Mr Y for a period after he had moved out of a care home, when he was waiting for confirmation he could remove Mr Y’s belongings. We found the Council’s failure to respond to Mr X’s queries and to properly inform him regarding ending the placement at the care home and any potential costs is fault. The length of time taken to send an invoice for these charges is also fault. These faults have caused Mr X and Mr Y an injustice. The Council will apologise and refund the charges for the period after Mr Y left the care home.
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Essex County Council (25 008 077)
Statement Upheld Alternative provision 12-Apr-2026
Summary: Miss X complained about the lack of the Council’s support for Y after she had been taken off her school’s roll to be Electively Home Educated and the misleading advice received from the Council. She also complained about the delay with Y’s Education Health and Care needs assessment. We found fault with the significant delay to assess Y’s needs due to the lack of the Education Psychology advice. The Council has already apologised. The Council has also agreed to make a payment to recognise the injustice caused to Y and Miss X.
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Surrey County Council (25 008 635)
Statement Upheld Special educational needs 12-Apr-2026
Summary: The Council was at fault because of a significant delay in issuing an amended education, health and care plan. We cannot say this led to a loss of education, but it did cause frustration and uncertainty. There was also fault by the Council because it did not make arrangements to implement elements of specialist provision, which could have practically been made despite the complainant’s son being absent from an educational placement.
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Stevenage Borough Council (25 008 957)
Statement Not upheld Allocations 12-Apr-2026
Summary: Miss X complained the Council offered a property to end the relief duty that was not suitable due to repair issues and because there was a pond in the garden. While there was a distressing incident on the day Miss X moved in this was not due to any fault by the Council. Miss X was aware there a pond in the garden and confirmed it could remain.
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London Borough of Ealing (25 008 966)
Statement Not upheld Allocations 12-Apr-2026
Summary: Mr X complains the Council has wrongly dealt with his homelessness and housing register applications as he has not yet been allocated suitable accommodation. We have found no evidence of fault by the Council in the way it considered these matters. So, we have completed our investigation.
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London Borough of Merton (25 009 024)
Statement Upheld Assessment and care plan 12-Apr-2026
Summary: The Council acknowledges fault in failing to formally notify Miss X of a change in care provider. It further acknowledges shortcomings in the way it managed her complaint about this.
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Calderdale Metropolitan Borough Council (25 009 174)
Statement Upheld Homelessness 12-Apr-2026
Summary: Miss X complained the Council has withdrawn support with finding alternative housing despite her circumstances. She complained it has also failed to consider her medical conditions when withdrawing support. We found there was fault in the way the Council considered Miss X’s homelessness application. This fault has caused Miss X an injustice. The Council will apologise and make a payment to Miss X and provide guidance to staff.
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Oxfordshire County Council (25 009 183)
Statement Upheld Special educational needs 12-Apr-2026
Summary: The Council was at fault for delays issuing Mrs X’s child’s Education, Health and Care plan, failing to provide all of her child’s provision, and poor communication. We are satisfied the Council has already apologised and offered a payment to reflect the distress, delayed appeal rights, and impact of lost provision.