Decision search
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Horizon Senior Living Ltd (24 000 479)
Statement Upheld Residential care 14-Oct-2024
Summary: Mr X complained the care provider failed to refund care home fees, paid in advance, after it refused to allow his late relative Mrs Y to return to the care home. The care provider was at fault causing injustice. Its contract terms and conditions were not in line with the Competition and Markets Authority guidelines as it failed to address what would happen to fees if a resident’s needs changed. This meant it charged Mrs Y for a room she was not able to use. To remedy the injustice the care provider has agreed to refund the fees paid by Mrs Y for January 2024 and amend its contract.
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Mansfield District Council (24 000 931)
Statement Not upheld Licensing 14-Oct-2024
Summary: Mr X complained about how the Council investigated an allegation made against him and how it handled his complaint. Mr X says this has caused him distress. The Council acted appropriately and is not at fault.
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Southampton City Council (24 001 037)
Statement Upheld Other 14-Oct-2024
Summary: There was fault in the Council’s actions as the Council failed to take all the appropriate action when an emergency call was made and did not let Mrs C know that it had called an ambulance for her mother. The Council has agreed to apologise, pay a financial remedy and carry out a service improvement.
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Burnley Borough Council (24 003 164)
Statement Upheld Council tax 14-Oct-2024
Summary: Mrs X complains the Council wrongly set up a Council Tax account in her name, and instructed enforcement agents to collect the debt. We have concluded our investigation having made a finding of fault by the Council. The Council failed to recall the debt from the Enforcement Agent, resulting in the agent continuing to pursue the debt from Mrs X. The Council and Enforcement Agent has made a remedy payment to Mrs X and we consider this proportionate in the circumstances. The Council has agreed to our recommendations.
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Wirral Metropolitan Borough Council (24 003 381)
Statement Upheld Assessment and care plan 14-Oct-2024
Summary: Mr X complained about the Council’s delay completing his Occupational Therapy assessment, and its poor communication. We find the Council at fault, which delayed Mr X receiving minor adaptations. The Council has agreed to apologise and make a payment to Mr X.
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Statement Upheld Special educational needs 14-Oct-2024
Summary: The Council significantly delayed in its complaint handling but has now taken action to improve its services. The Council was not at fault for failing to secure the provision in Mr Z’s EHC Plan but it failed to review Mr Z’s EHC Plan when it should have. This caused uncertainty to Mr Z and Ms X. In recognition of the injustice caused by the faults in this case, the Council should apologise, pay £500 and take action to improve its services.
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London Borough of Lambeth (23 008 937)
Statement Upheld Homelessness 14-Oct-2024
Summary: We found serious failings in the way the Council considered Miss X’s needs as a vulnerable homeless person with children. It failed to arrange suitable accommodation for the family who have complex needs due to their disabilities. This continues to cause significant injustice to Miss X and her children. The Council has agreed remedies for Miss X and her children along with service improvements.
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City of York Council (23 011 844)
Statement Upheld Other 14-Oct-2024
Summary: We found fault by the Council on Mr Y’s complaint about its failures for several years to ensure his son attended school. It failed to send him copy minutes promptly, delayed, failed to follow its own Practice Standards, and had weak management oversight. This caused him and his son distress. The agreed action remedies the injustice caused.
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West Northamptonshire Council (23 013 395)
Statement Closed after initial enquiries Special educational needs 14-Oct-2024
Summary: We will not investigate Mrs X’s complaint about delays in the Education, Health, and Care needs assessment for her son and in issuing a final Plan. Or the Council’s failure to identify a suitable school or provide alternative educational provision or the therapeutic provision specified in her son’s EHC Plan. This is because her complaint is late and Mrs X has exercised her right of appeal to the Special Educational Needs and Disability Tribunal.
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Essex County Council (24 004 268)
Statement Upheld School transport 14-Oct-2024
Summary: Ms X complained the Council delayed providing her child a travel pass which she had paid for. As a result Ms X had to take her child to school and was only able to use the travel pass for one of the eight weeks it covered. We have found the Council at fault, however it agreed to reimburse Ms X for her travel costs which remedies the injustice caused.