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Suffolk County Council (23 005 445)
Statement Upheld Assessment and care plan 18-Jul-2024
Summary: We investigated a complaint about the care and support provided to Mr O’s late brother Mr K by a Council and NHS Trust. We found fault by both organisations. The Council took too long to allocate Mr K a social worker and too long to respond to Mr O’s complaints. The Trust took too long to act on concerns about Mr K’s fitness to drive or to arrange an assessment of his mental capacity. The communication between the Council and Trust was also poor at times. These failings caused Mr O and Mr K avoidable distress and frustration. The organisations have agreed to apologise, pay a financial remedy, and take actions to improve their services.
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Norfolk & Suffolk NHS Foundation Trust (23 005 445a)
Statement Upheld Mental health services 18-Jul-2024
Summary: We investigated a complaint about the care and support provided to Mr O’s late brother Mr K by a Council and NHS Trust. We found fault by both organisations. The Council took too long to allocate Mr K a social worker and too long to respond to Mr O’s complaints. The Trust took too long to act on concerns about Mr K’s fitness to drive or to arrange an assessment of his mental capacity. The communication between the Council and Trust was also poor at times. These failings caused Mr O and Mr K avoidable distress and frustration. The organisations have agreed to apologise, pay a financial remedy, and take actions to improve their services.
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East Sussex County Council (23 009 164)
Statement Upheld Alternative provision 18-Jul-2024
Summary: There was delay in putting alternative education in place when a child was unable to attend school due to anxiety and when the Council had ‘off-rolled’ the child from their school. The Council will apologise, make a symbolic payment and carry out service improvements.
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City of Doncaster Council (23 013 561)
Statement Upheld Special educational needs 18-Jul-2024
Summary: Mrs X complained about the Council’s failure to provide her son, who has an Education, Health and Care Plan, with a school place or alternative provision when he moved into its area. On the evidence seen so far, we found the Council to be at fault. It took nearly a term to find a suitable school and did not make any interim arrangements to meet her son’s special educational needs. To remedy the injustice arising from these faults, the Council has agreed to apologise, make a payment to acknowledge her distress and lack of provision. It will also take action to improve its service when children with special educational needs move into its area.
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Statement Upheld Other 18-Jul-2024
Summary: Mr X complained about poor communication and a lack of education for his son, F, between March and July 2023 after F moved to the area to live with him. There was evidence of poor communication by the Council and a failure to signpost Mr X to appropriate school admission information causing the matter to drift. It also caused Mr X frustration and uncertainty.
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Oxfordshire County Council (23 015 048)
Statement Closed after initial enquiries Charging 18-Jul-2024
Summary: We will not investigate a complaint about a Council charging for care after a hospital discharge. This is because we have not seen enough evidence of fault by the Council to warrant investigation. It has also provided a suitable remedy for a delay in cancelling the care package and we would be unlikely to achieve more by investigating.
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Oxford Health NHS (23 015 048a)
Statement Closed after initial enquiries Hospital acute services 18-Jul-2024
Summary: We will not investigate a complaint about a Council charging for care after a hospital discharge. This is because we have not seen enough evidence of fault by the Council to warrant investigation. It has also provided a suitable remedy for a delay in cancelling the care package and we would be unlikely to achieve more by investigating.
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Essex County Council (23 018 738)
Statement Upheld Transport 18-Jul-2024
Summary: Ms B says the Council failed to properly consider her hidden disability when deciding a blue badge application. There was fault by the Council, but it has already remedied this, and it will consider a new application.
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East Riding of Yorkshire Council (23 018 856)
Statement Upheld Other 18-Jul-2024
Summary: Before our involvement, the Council accepted that it was at fault for several ways in which it failed to properly support Mr B and his family during a child protection investigation. It had already offered him and his family symbolic financial remedies; however, not all these payments adequately recognised their injustice. It has agreed to increase some of the payments, and it will take steps to improve its service.
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Staffordshire County Council (24 001 160)
Statement Upheld Other 18-Jul-2024
Summary: We have upheld this complaint because the Council delayed considering a complaint at stage three of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by arranging a stage three panel without further delay. It will also apologise to the complainant for not doing so sooner.