Decision search
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NHS Kent & Medway ICB (24 016 385a)
Statement Upheld Mental health services 14-Aug-2025
Summary: Ms F complained that Kent County Council and NHS Kent and Medway Integrated Care Board’s flawed Section 117 aftercare policy meant she would have to unfairly contribute toward accommodation costs. We consider the Council and ICB’s Multi-Agency Policy is flawed, which has caused Ms F confusion, uncertainty and distress. The Council and ICB have agreed to apologise to Ms F, make a symbolic payment to her, review the policy, and offer to reassess her Section 117 aftercare needs.
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London Borough of Hounslow (24 016 835)
Statement Upheld Special educational needs 14-Aug-2025
Summary: Mrs X complained the Council failed to secure a school placement for her son. She adds it failed to provide her son with an education and the specialist provision in his Education, Health and Care Plan since they moved to the area in December 2023. We find the Council at fault for how it handled Mrs X’s son’s education and specialist provision when they moved to the area. This caused Mrs X upset and frustration, and her son lost out on an education and specialist provision. In response to our enquiries, the Council proposed apologising to Mrs X. It also proposed making payments to Mrs X for her son’s missed education and provision and the upset and frustration caused. We consider the Council’s proposals to be suitable recommendations to reflect Mrs X’s and her son’s injustice.
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Kent County Council (24 017 132)
Statement Upheld Other 14-Aug-2025
Summary: The Council was not at fault in the way it decided to protect Mr Y’s belongings when he went into hospital or in the time taken to return the belongings to him. It was at fault for the delay in asking Mr Y whether he was happy with the Council securing his belongings once it was satisfied he could make his own decisions, however, this did not cause an injustice to Mr Y. The Council has already made a service improvement. The Council was also at fault for delaying responding to Mr X’s complaint. The Council has already apologised to Mr X and offered him a symbolic payment. It has agreed to remind relevant staff of the timescales set out in its complaints’ procedure.
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Surrey County Council (24 019 438)
Statement Upheld Disabled children 14-Aug-2025
Summary: Mrs C complained the Council failed to offer an appropriate financial remedy after it upheld her complaint about the lack of support provided to her son, who I will refer to as D, for roughly three years. The Council was at fault. The financial remedy offered by the Council does not reflect the level of injustice caused to Mrs C and D. Because of the fault, Mrs C and D suffered distress and frustration. The Council has agreed to make symbolic payments and issue a staff briefing.
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Hertfordshire County Council (24 020 208)
Statement Not upheld School transport 14-Aug-2025
Summary: Mrs X complained the Council has failed to adhere to the statutory guidance when providing home to school transport for her son. She says her son’s journey time to and from school regularly exceeds 75 minutes. We do not find fault with the Council’s decision making.
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Chichester District Council (24 020 369)
Statement Closed after initial enquiries Enforcement 14-Aug-2025
Summary: We will not investigate this complaint about the Council not withdrawing an enforcement notice in 2011. This is because the complaint is made too late.
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Northumberland County Council (24 020 920)
Statement Not upheld Residential care 14-Aug-2025
Summary: We will not investigate this complaint, as another body is better placed to do so.
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North Somerset Council (25 001 038)
Statement Closed after initial enquiries Enforcement 14-Aug-2025
Summary: We will not investigate this complaint about the Council’s actions when contacting the complainant’s mother about a dangerous wall and disregarding its obligations under the Equality Act 2010. We consider further investigation would not lead to a different outcome. Also we cannot achieve the outcome someone wants. And it is reasonable to expect the complainant to contact the Information Commissioner’s Office with concerns about the Council’s failure to share information.
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High Peak Borough Council (25 001 759)
Statement Closed after initial enquiries Planning applications 14-Aug-2025
Summary: We will not investigate this complaint about the way the Council considered a planning application. We have not seen enough evidence of fault in the Council’s actions to justify our involvement. And we cannot achieve the outcome the complainant is seeking.
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Kent County Council (24 010 458)
Statement Upheld Special educational needs 14-Aug-2025
Summary: Mrs X complained the Council delayed completing her child’s annual review and failed to provide the Occupational Therapy provision set out in their Education, Health and Care Plan since 2022. We find the Council at fault. This caused uncertainty and a loss of special educational provision. The Council has agreed to apologise, make a payment to Mrs X, and take steps to improve its services.