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Bournemouth, Christchurch and Poole Council (24 018 522)
Statement Upheld Special educational needs 28-Jul-2025
Summary: Mrs X complained that the Council, in respect of her child B’s Education, Health and Care (EHC) Plan delayed holding the annual review, issuing an updated EHC Plan and putting the provision in place. We found the Council delayed holding and completing the annual review process, which caused Mrs X distress, uncertainty and financial hardship, and B to miss out on support. The Council has acknowledged fault and agreed to a suitable remedy.
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Dudley Metropolitan Borough Council (24 018 697)
Statement Closed after initial enquiries Homelessness 28-Jul-2025
Summary: We will not investigate this complaint about how the Council considered Miss X’s housing application. This is because further investigation would not lead to a different outcome.
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Kingston Upon Hull City Council (24 018 813)
Statement Upheld Other 28-Jul-2025
Summary: Mr Y complains about the Council’s involvement with his family following a referral it received regarding his young child. There is fault because the Council did not speak with Mr Y about the referral and then created a safety plan which was one-sided and contained assumptions about Mr Y’s ability to parent. This caused avoidable and significant distress which the Council has already remedied with an apology, a symbolic payment of £1350 and reminders to relevant staff. This is an appropriate remedy.
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Kirklees Metropolitan Borough Council (24 019 512)
Statement Upheld Direct payments 28-Jul-2025
Summary: Mr X complained the Council changed the expenses it allowed under direct payments and its communication with him about this was poor. We upheld the complaint because communication was not in line with our expected standards. The Council will apologise, make a symbolic payment and issue Mr X with a comprehensive statement about the expenses the Council allows for Mr Y’s direct payment based on his current care and support plan.
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London Borough of Lambeth (24 020 224)
Statement Not upheld Council tax 28-Jul-2025
Summary: Ms X complained about the way the Council dealt with her Council Tax account and issued her with a summons. The Council has accepted it was at fault. It has already apologised to Ms X and offered her a payment in recognition of the distress caused which is suitable action for it to take. So, we have ended our investigation into the complaint.
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Northumberland County Council (23 016 680)
Statement Upheld Residential care 28-Jul-2025
Summary: Mrs Y complained about the care the Council arranged for her mother, Mrs X, in late 2022. There was fault in how the Care Home, on behalf of the Council, cared for Mrs X. This caused significant avoidable distress and uncertainty for Mrs Y and Mrs X’s husband. The Council agreed to apologise and make a symbolic payment to Mrs X’s close family.
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Bolton Metropolitan Borough Council (23 017 962)
Statement Upheld Allocations 28-Jul-2025
Summary: Ms X complained about the way the Council handled her housing register and homelessness applications meaning she had to spend longer in unsafe accommodation. She also complained about its complaint handling. We have not found the Council at fault for the way it handled Ms X’s housing register application but we have found the Council at fault for not considering whether Ms X was homeless on the basis her property was not reasonable to occupy. We have also found the Council at fault for its complaint handling. To remedy the injustice caused the Council agreed to apologise to Ms X and make a payment for the distress caused.
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Surrey County Council (24 007 935)
Statement Upheld Special educational needs 28-Jul-2025
Summary: Mrs X complained about the Council’s handling of her son’s alternative provision and special educational needs provision after March 2024. We found the Council was at fault for not monitoring what provision the child received and if it was suitable for his needs. This meant that Mrs X’s son likely missed out on education and support he was entitled to. The Council agreed to apologise and pay Mrs X a remedy for the injustice she experienced.
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Kirklees Metropolitan Borough Council (24 010 454)
Statement Upheld Special educational needs 28-Jul-2025
Summary: Mrs X complained about the Council’s provision of education, and handling of the education, health and care process for her two children which caused missed education and significant distress. We find the Council at fault for its failure to provide suitable alternative education, meet statutory deadlines, and for poor communication and complaint handling, which caused injustice. We find the Council has already offered a suitable remedy for the injustice. We have decided to end our investigation into other areas of the complaint because they are late or have been appealed to the Tribunal.
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London Borough of Lewisham (24 011 068)
Statement Upheld Special educational needs 28-Jul-2025
Summary: The Council acknowledged serious failings concerning Mr F’s son’s education, health and care (EHC) plan following Mr F’s first complaint. It is too late for us to look into these matters now. The Council acknowledged further failings updating the Plan following Mr F’s second complaint. The Council has apologised and offered a suitable symbolic payment.