Decision search
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Burnley Borough Council (25 002 094)
Statement Closed after initial enquiries Council tax 29-Jun-2025
Summary: We will not investigate this complaint about difficulties the complainant had setting up a new direct debit to pay his council tax. This is because there is insufficient evidence of fault causing injustice.
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London Borough of Hillingdon (25 002 220)
Statement Closed after initial enquiries Parking and other penalties 29-Jun-2025
Summary: We will not investigate this complaint about a Penalty Charge Notice because there is not enough evidence of fault to justify investigating.
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Essex County Council (23 017 334)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Ms X complained the Council twice delayed issuing her child, Y’s, Education, Health and Care (EHC) Plan in line with statutory timescales, failed to provide Y with an education and failed to secure Y’s special educational provision. The Council was at fault for delay in finalising Y’s EHC Plans. The Council will apologise and make a symbolic payment to Ms X for her delayed appeal rights, frustration and uncertainty caused. The Council already has an action plan in place to improve its service. The Council has already apologised for the delay in issuing Y’s EHC Plan after the tribunal order which remedied the injustice caused.
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Sefton Metropolitan Borough Council (23 017 365)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hesketh Park Lodge (23 017 365a)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hesketh Park Lodge (23 017 365b)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hampshire County Council (24 000 060)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Miss X complained about the Council’s delays in the Education and Health Care Plan assessment process and about the lack of provision for her daughter after the Council issued the final EHC Plan. We found the Council was at fault for the delay in finalising the Plan withing the statutory timescales and the failure to ensure S received her therapies after February 2024. The Council agreed to apologise and pay Miss X a remedy to address the injustice its actions caused her and S.
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Kent County Council (24 001 456)
Statement Upheld Alternative provision 29-Jun-2025
Summary: Mrs X complained about how the Council handled her child’s education, health and care plan, and their education when they could not attend school. She said it caused stress and anxiety, and she had to pay for her child’s education. We find the Council at fault and this caused injustice. The Council has agreed to apologise and make a payment to Mrs X.
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Birmingham City Council (24 005 304)
Statement Upheld Other 29-Jun-2025
Summary: Ms X complains the Council’s child safeguarding investigation caused her distress. She says the Council failed to consider her concerns properly, dismissing evidence of child abuse and domestic violence from the children’s father as historical. We find fault with the Council for failing to take satisfactory notes of the children’s views for the investigation, and for a late complaint response. We have agreed an apology to Ms X and service improvements for the Council.
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London Borough of Bromley (24 013 464)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Ms X complained the Council failed to review her child’s education, health and care plan, failed to provide an education for her child, and communicated poorly with her. She said it caused her distress and frustration, and her child missed out on education. We find the Council at fault and this caused injustice. The Council has agreed to apologise and make a payment to remedy the injustice.