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Statement Not upheld General practice 16-Jul-2024
Summary: Ms D complained about the care and treatment of her late father, Mr F, by Trinity Surgery and a care home commissioned by Norfolk County Council. We have not found fault by Trinity Surgery. There were some faults by the care home and Council relating to document management, care planning, communicating with Ms D and Trinity Surgery, and complaint responses. We have not upheld the other complaints about the care home and Council. We have recommended the Council apologises to Ms D. The Council accepts our recommendation, so we have completed our investigation.
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Statement Not upheld General practice 16-Jul-2024
Summary: Ms D complained about the care and treatment of her late father, Mr F, by Trinity Surgery and a care home commissioned by Norfolk County Council. We have not found fault by Trinity Surgery. There were some faults by the care home and Council relating to document management, care planning, communicating with Ms D and Trinity Surgery, and complaint responses. We have not upheld the other complaints about the care home and Council. We have recommended the Council apologises to Ms D. The Council accepts our recommendation, so we have completed our investigation.
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North Northamptonshire Council (23 006 332)
Statement Upheld Alternative provision 16-Jul-2024
Summary: Mrs X complained the Council delayed in re-assessing her child D’s Education, Health, and Care needs, and failed to ensure D received a suitable education and special educational needs support. There was fault by the Council which caused D to miss education and special educational needs support. This also caused avoidable distress for D, and avoidable distress, time, and trouble for Mrs X. The Council agreed to pay a financial remedy, and ensure suitable education and special educational needs support is in place for D without delay. It will also review its complaint handling processes and issue reminders to staff who handle complaints.
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Lancashire County Council (23 007 251)
Statement Upheld Special educational needs 16-Jul-2024
Summary: Mrs X complained about the Council’s actions in relation to her child’s education, health and care plan and delays in responding to her complaints and other correspondence. We find the Council was at fault. This caused significant stress to Mrs X and her child went without education. To address this injustice caused by fault the Council has agreed to make several recommendations.
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Statement Closed after initial enquiries Licensing 16-Jul-2024
Summary: We will not investigate this complaint about the Council’s response to the complainants reports of noise nuisance and damage to property. There is not enough evidence of fault in the Council’s actions to justify an investigation.
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London Borough of Lewisham (23 019 302)
Statement Upheld Looked after children 16-Jul-2024
Summary: The Council was at fault for failing to investigate Ms X’s complaint about the support she received as a Care Leaver at stage two of the statutory complaint procedure for complaints about children’s services. The Council has agreed to apologise, make a payment to Ms X, investigate the complaint, and act to improve its services.
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Swindon Borough Council (23 020 696)
Statement Upheld Refuse and recycling 16-Jul-2024
Summary: Mr X complained the Council failed to collect his rubbish and respond when he reported the missed collections. The Council was at fault. This caused Mr X avoidable frustration. The Council has since collected the waste, apologised, and put measures in place to ensure it completes future collections.
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Sheffield City Council (23 021 243)
Statement Closed after initial enquiries Special educational needs 16-Jul-2024
Summary: We cannot investigate Ms X’s complaint about the education provided to her child since 2019. Part of the complaint is late and she has appealed to the SEND Tribunal about the content of her son’s Education, Health and Care Plan and so we cannot investigate this.
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Suffolk County Council (24 001 256)
Statement Closed after initial enquiries Assessment and care plan 16-Jul-2024
Summary: We will not investigate Ms X’s complaint about the Council’s decision to stop her direct payments. The Council has since re-assessed Ms X’s needs and agreed to re-start the direct payment to meet Ms X’s care needs. An investigation by us would be unlikely to achieve anything more.
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London Borough of Islington (23 021 137)
Statement Closed after initial enquiries Allocations 16-Jul-2024
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault. We cannot investigate a complaint about the Council’s management of a tenant who Miss X says is carrying out anti-social behaviour and should not have been moved next to her. We have no jurisdiction not investigate the management of housing by social housing landlords.