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Statement Upheld Alternative provision 15-May-2025
Summary: Mrs X complained the Council failed to provide an education for her son, Y, for two and half years, delayed issuing an Education, Health and Care (EHC) Plan and then issued it without all the relevant information and named a school Y would not attend. Mrs X also complained the Council delayed taking action after it completed mediation about the EHC Plan. The Council was at fault for delaying to issue Y’s EHC Plan, delaying taking action following mediation and failing to maintain oversight of alternative provision Y was receiving. This caused Mrs X avoidable frustration and uncertainty. The Council will apologise, make a symbolic payment and take action to improve its service.
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London Borough of Waltham Forest (24 009 945)
Statement Upheld Special educational needs 15-May-2025
Summary: Mr X complained the Council failed to ensure his son, Y received an education or the specialist provision in his Education, Health and Care (EHC) Plan since October 2023 while he was out of school. The Council was at fault as it failed to ensure Y received a suitable education in line with his EHC Plan between October 2023 and July 2024. The Council agreed to make payments to recognise the impact this had on Y’s education and for the distress and uncertainty caused to Mr X.
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Cumberland Council (24 010 125)
Statement Upheld Special educational needs 15-May-2025
Summary: There was delay by the Council in assessing Mr X’s child’s special educational needs and issuing a final Educational, Health and Care Plan that provided additional support. There was also fault in failing to consider if the Council’s duty under s.19 Education Act to provide full-time education was triggered, or to keep a part-time timetable under review. As a result, Mr X’s child did not receive alternative education on par with what they could expect to receive in school. There was also service failure in the transfer of records. The Council has agreed to apologise, make a symbolic payment and make service improvements.
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Calderdale Metropolitan Borough Council (24 010 407)
Statement Upheld Noise 15-May-2025
Summary: Ms G complained about the way the Council’s Environmental Health Service dealt with her complaint about a noise nuisance from a neighbour’s dog. We find the Council’s investigation was adequate, but find some fault around its communications with Ms G. This will have caused Ms G some frustration. The Council has made an offer of a symbolic payment as a remedy, which is suitable.
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Nottinghamshire County Council (24 010 840)
Statement Upheld Assessment and care plan 15-May-2025
Summary: Mrs X complained about the Council’s role in supporting her late mother Mrs Y to move from a care home to live with her in another council’s area. The Council was at fault for poor communication and delay. The Council has agreed to apologise and make a payment to Mrs X to acknowledge the frustration and distress she was caused and pay some of the care fees for the extra weeks Mrs Y remained in the care home due to the Council’s delays and poor communication.
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Kent County Council (24 022 383)
Statement Closed after initial enquiries Child protection 15-May-2025
Summary: We will not investigate this complaint about the Council’s processing of Mrs X’s personal data. This is because these issues are for the Information Commissioner’s Office to consider.
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Manchester City Council (24 022 775)
Statement Closed after initial enquiries Child protection 15-May-2025
Summary: We will not investigate Mr X’s complaint about the Council’s handling of a safeguarding referral about his family. The law prevents us from investigating anything that is or has been the subject of court proceedings. We are also unlikely to find evidence of fault in the Council’s action following Mr X’s arrest.
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Lancashire County Council (24 022 828)
Statement Closed after initial enquiries Child protection 15-May-2025
Summary: We will not investigate Mrs X’s complaint about the Council’s response to her concerns about the care and welfare of her grandchildren. This is because there is no sign of fault in the Council’s decision not to accept her complaint because she does not have parental responsibility for the children.
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Birmingham City Council (24 022 901)
Statement Closed after initial enquiries Highway repair and maintenance 15-May-2025
Summary: We will not investigate this complaint about highway maintenance because it is reasonable to expect Mr Y to approach the courts about the matter, who are better placed to consider the complaint.
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Kirklees Metropolitan Borough Council (25 000 470)
Statement Closed after initial enquiries Friends and family carers 15-May-2025
Summary: We will not investigate this complaint about payment of fostering allowances. This is because the complaint is late, and there is no good reason for the delay in complaining to us.