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Wiltshire Council (24 012 702)
Statement Upheld Special educational needs 07-Jul-2025
Summary: Mrs X complained about the Council’s handling of her child, Y’s Education, Health and Care (EHC) Plan and annual reviews since 2023. She also complained about a failure to investigate safeguarding allegations. The Council was at fault. It delayed issuing amended EHC Plans following annual reviews in 2023 and 2024 and delayed putting alternative provision in place during 2024. It considered the safeguarding allegations without fault. The Council agreed to make payments to recognise the injustice caused to Y and Mrs X and issue Y’s EHC Plan without further delay.
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Birmingham City Council (24 013 075)
Statement Upheld Allocations 07-Jul-2025
Summary: Miss B complained that the Council failed to properly backdate her housing priority award. We find that the Council failed to properly deal with Miss B’s homelessness application and delayed awarding Miss B additional priority on the Council’s housing register. The Council has agreed to apologise, backdate Miss B’s housing priority and makes a payment to Miss B. We have also recommended service improvements.
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Statement Upheld Assessment and care plan 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Manchester University NHS Foundation Trust (23 013 641a)
Statement Upheld Community hospital services 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Statement Upheld Residential care 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Bury Metropolitan Borough Council (24 000 950)
Statement Upheld Child protection 07-Jul-2025
Summary: Miss X complained about the way the Council dealt with her son’s care. The Council was at fault for delaying in completing the statutory complaint procedure and failing to provide a suitable remedy for the faults identified through the statutory complaint procedure. This caused Miss X distress and frustration. The Council will apologise, make a payment and send us evidence of completed service improvements.
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Tonbridge and Malling Borough Council (24 014 165)
Statement Upheld Homelessness 07-Jul-2025
Summary: Miss X complained about the Council’s actions after she and her family became homeless, including placing them in unsuitable temporary accommodation. She said this significantly impacted on the family’s wellbeing and the children’s education. We found the Council at fault for failing to assess and consider the location of the children’s school with accommodation it provided. The Council has agreed to apologise and make a symbolic payment to recognise the injustice caused.
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Derbyshire County Council (24 014 276)
Statement Upheld Special educational needs 07-Jul-2025
Summary: Ms X complained the Council did not provide her child with full time education since 2022. Ms X says this impacted her child’s education and emotional wellbeing. The Ombudsman finds the Council at fault which caused injustice. The Council will apologise, make a payment to Mrs X and take service improvement action.
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Royal Borough of Kingston upon Thames (24 016 269)
Statement Upheld Other 07-Jul-2025
Summary: Mrs X complained the Council has not carried out repairs to the property they lease to the Council to be used as temporary accommodation. The Council has not completed the repairs and has not kept her informed of when they will be completed. Apologising and carrying out the repairs remedies the injustice.
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Telford & Wrekin Council (24 019 613)
Statement Closed after initial enquiries Other 07-Jul-2025
Summary: We will not investigate this complaint about poor performance on accessibility issues in the Council’s area. Nor in the way the Council considered the complaint. We consider that further investigation will not lead to a different outcome. Also we do not consider the complainant has suffered a significant personal injustice because of the complaints procedure alone to justify an investigation into this point.