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NHS Leicester, Leicestershire and Rutland Integrated Care Board (23 014 962b)
Statement Not upheld Assessment and funding 06-Aug-2024
Summary: Ms A has complained on behalf of a residential care home about a lack of funding by a council and an integrated care board for the increased support the care home provided to a resident. Ms A has also complained about a lack of safeguarding by the Council. We do not find fault with the Integrated Care Board. We find fault with the Council in relation to funding and safeguarding leading to a financial shortfall and increased risk for the Home. The Council has agreed to a financial remedy, apology and a reminder to staff as a satisfactory remedy.
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Promedica24 (Lancashire) Limited (23 015 135)
Statement Upheld Domiciliary care 06-Aug-2024
Summary: The ProMedica24 carer failed to seek medical attention promptly which caused Mr X to suffer more pain and distress than necessary; she also failed to communicate properly with his family about the wound. The care provider agrees the carer failed to report the injury and record it properly and offers to waive the charges for the days the carer did not work and offer £350 in recognition of the distress caused. It has also undertaken retraining as appropriate.
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London Borough of Havering (23 015 172)
Statement Upheld Homelessness 06-Aug-2024
Summary: Miss X complained about the Council’s decision not to award her the highest banding on its housing register and not moving her after she was a victim of crime. We found the Council at fault for failing to provide interim and temporary accommodation in line with its homelessness duties to Miss X. The Council has agreed to our recommendations to remedy the injustice caused.
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Essex County Council (23 015 769)
Statement Upheld Other 06-Aug-2024
Summary: Mr X complained about how the Council responded to a concern he raised in relation to his son, after a childcare arrangement broke down. There was no fault in the Council’s initial decision to take no action. It took a decision it was able to take and there is no obvious flaw in the way it made this decision. Nor was there any fault in how it carried out its duties as part of the child and family assessment process after it received more information. There was fault it delayed completing that assessment, and this delay caused Mr X an injustice. However, I find there is no significant unremedied injustice remaining.
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Birmingham City Council (23 016 233)
Statement Not upheld Antisocial behaviour 06-Aug-2024
Summary: There was no fault by the Council. The Council has investigated complaints about anti-social behaviour. It has concluded the noise complaint was not anti-social behaviour but mechanical noise from the neighbour’s boiler. The Council has repaired the tenants boiler but Mr X says that there is still an intermittent noise. The Council has investigated the complaint about parking and accepts there is a dispute between the two neighbours. It has offered mediation but said it will not install the bollards Mr X wants.
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Wokingham Borough Council (23 016 451)
Statement Upheld Special educational needs 06-Aug-2024
Summary: Mrs X complained the Council failed to reimburse costs associated with her daughter, Y’s, Education Other Than At School package. She complained the Council failed to provide any funding from September 2023 until December 2023. Mrs X also complained the Council did not follow the Education, Health and Care Plan (EHCP) annual review process. Mrs X said this distressed her and she has been left in financial difficulty. She said this impacted Y’s education. There was fault in the way the Council did not make the payments to Mrs X in a timely manner, did not pay her the full amount it should and delays in the annual review process. Mrs X was frustrated and distressed by the Council’s actions, and impacted financially. The Council has agreed to apologise, make a financial payment and remind staff of the Council’s responsibilities.
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Suffolk County Council (23 020 681)
Statement Upheld Special educational needs 06-Aug-2024
Summary: We found fault in the way the Council carried out an Education Health and Care needs assessment for the complainant’s (Mrs X) daughter (Y) and in the Council’s communication with Mrs X. This fault caused Y and Mrs X injustice. The Council agreed to apologise, issue a draft Education Health and Care Plan for Y, re-consider Mrs X’s request for an Occupational Therapy assessment for Y and make payments to recognise delays and distress. The Council also agreed to carry out some service improvements.
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Gloucestershire County Council (24 000 660)
Statement Closed after initial enquiries Domiciliary care 06-Aug-2024
Summary: Mrs C complained about care and support the Council and Trust provided to her late sister, Ms D, and about how the organisations communicated with Ms D’s family. We will not investigate Mrs C’s complaint, because it is unlikely we could add to the responses Mrs C has already received from the organisations she complains about.
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Gloucestershire Health and Care NHS Foundation Trust (24 000 660a)
Statement Closed after initial enquiries Mental health services 06-Aug-2024
Summary: Mrs C complained about care and support the Council and Trust provided to her late sister, Ms D, and about how the organisations communicated with Ms D’s family. We will not investigate Mrs C’s complaint, because it is unlikely we could add to the responses Mrs C has already received from the organisations she complains about.
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London Borough of Wandsworth (24 001 628)
Statement Not upheld Assessment and care plan 06-Aug-2024
Summary: HOS found the Council has provided reasonable redress for Ms X’s complaint regarding works to her kitchen. LGSCO did not find fault in how the Council assessed whether Ms X’s property could be adapted to meet her needs. LGSCO found fault in how the Council decided Ms X’s priority for rehousing in 2022. Both Ombudsmen found fault with the Council’s complaint handling. The Council has agreed to apologise to Ms X, make payments, and act to improve its services.