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Statement Not upheld Care and treatment 08-Jan-2025
Summary: Mrs X complained about the failure of a Council, an ICB and a care provider to keep her daughter safe in a shared living placement. We found fault by the Council and the ICB for not doing enough to address the situation in a clear, measured and timely way. The situation caused Mrs X and her daughter avoidable stress and upset. We recommended the Council and the ICB apologise, make symbolic payments and improve their services.
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NHS West Yorkshire ICB - Calderdale (23 004 611c)
Statement Upheld Care and treatment 08-Jan-2025
Summary: Mrs X complained about the failure of a Council, an ICB and a care provider to keep her daughter safe in a shared living placement. We found fault by the Council and the ICB for not doing enough to address the situation in a clear, measured and timely way. The situation caused Mrs X and her daughter avoidable stress and upset. We recommended the Council and the ICB apologise, make symbolic payments and improve their services.
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NHS West Yorkshire ICB - Calderdale (23 004 611d)
Statement Upheld Care and treatment 08-Jan-2025
Summary: Mrs X complained about the failure of a Council, an ICB and a care provider to keep her daughter safe in a shared living placement. We found fault by the Council and the ICB for not doing enough to address the situation in a clear, measured and timely way. The situation caused Mrs X and her daughter avoidable stress and upset. We recommended the Council and the ICB apologise, make symbolic payments and improve their services.
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Cheshire East Council (23 016 791)
Statement Upheld Charging 08-Jan-2025
Summary: Ms X complained about how the Council decided to meet Mrs Y’s care and support needs and how it assessed her finances. Ms X said this caused her real stress and frustration. We do not find the Council at fault. We are satisfied the Council has already apologised where there was evidence of fault or delay with the Council’s communication with Ms X.
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London Borough of Croydon (23 018 175)
Statement Upheld Enforcement 08-Jan-2025
Summary: Mrs X complained on behalf of Mr Y that the Council failed to ensure a new housing development complied with the planning conditions set out in the approved plans. As a result, she says neighbours could see into Mr Y’s property. The lack of privacy caused Mr Y distress, frustration and uncertainty. Mrs X also complained the Council failed to adequately investigate and respond to her complaints. The Council was at fault for failing to ensure the developer had adhered to the planning conditions and for its delayed complaint responses. The Council has already taken action to ensure the planning condition has been met. However, it has agreed to apologise and make a symbolic payment to Mr Y remedy the injustice caused.
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Barnsley Metropolitan Borough Council (23 018 318)
Statement Upheld Special educational needs 08-Jan-2025
Summary: We are satisfied the Council was not party to a decision to end the complainant’s educational placement at a college. However, there was fault, because the Council drew an incorrect assumption about what she wished to do next. This caused some uncertainty and frustration, for which the Council has agreed to formally apologise. There is no evidence the Council has failed to properly use additional funding it has received to provide more local specialist educational placements.
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Devon County Council (23 020 985)
Statement Upheld Assessment and care plan 08-Jan-2025
Summary: Mrs X complains the Council failed to arrange a transfer for her father, Mr Y, to a care home closer to where his wife lived in September 2023. The Council accepts it failed to act on the request to move Mr Y to a care home closer to his wife in 2022. The Council also failed to respond promptly to the requests to move Mr Y. This prevented him from moving to another care home and meant he did not see his wife before he died in December 2023. The Council needs to apologise and make a symbolic payment to his family. It also needs to take action to make sure this does not happen again.
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Sefton Metropolitan Borough Council (24 003 436)
Statement Upheld Charging 08-Jan-2025
Summary: Miss Y complained the Council failed to honour its original offer of a zero-client contribution for her mother. We find the Council was at fault for its lack of clarity about the zero-client contribution. The Council has agreed to our recommendations to address the injustice caused by fault.
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Sheffield City Council (24 004 215)
Statement Closed after initial enquiries Other 08-Jan-2025
Summary: We will not investigate Mr X’s complaint that the Council has failed to maintain land next to his property. It is reasonable to expect Mr X to apply to the Courts who are better placed in this case to determine this dispute.
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Cumberland Council (24 005 435)
Statement Upheld Friends and family carers 08-Jan-2025
Summary: The complainant (Mrs X) said the Council failed to comply with the statutory timescales when considering her complaint through the children’s statutory complaint procedure. Mrs X also complained about the unsatisfactory remedies offered by the Council. We found fault with the Council’s delay. The Council agreed an extra remedy of a symbolic payment.