Decision search
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Plymouth City Council (24 011 153)
Statement Upheld Special educational needs 27-Mar-2025
Summary: Mrs X complained the Council had not completed the annual review process of her child’s (Y) Education, Health and Care Plan. Mrs X also complained about the Council’s poor communication with her and how it dealt with her complaint. The Council was at fault in how it dealt with Y’s annual review process, Mrs X’s complaint and its poor communication with her. This caused injustice to Y and Mrs X. The Council will take action to remedy the injustice caused.
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Derbyshire County Council (24 011 247)
Statement Upheld Special educational needs 27-Mar-2025
Summary: Ms X complained the Council delayed reviewing her child, Y’s, Education, Health and Care Plan at a school transition point, and that the delay meant that Y missed out on a place at the family’s preferred school. We found fault causing injustice. The Council has apologised to Ms X but should agree to make a payment to her to remedy the injustice caused.
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London Borough of Newham (24 005 745)
Statement Upheld Charging 27-Mar-2025
Summary: Mr X complained the Council had failed to tell him his aunt (Miss Y) would be liable for some of the costs of residential care arranged for her by the Council. We found fault with the Council for not providing Mr X with enough information about charging for Miss Y’s residential care services. The Council’s fault caused injustice to Miss Y and Mr X. The Council has agreed to apologise, discuss a payment plan with Mr X and make payments to recognise Miss Y’s and Mr X’s distress. The Council has also agreed to carry out some service improvements.
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London Borough of Croydon (24 006 122)
Statement Closed after initial enquiries Other 27-Mar-2025
Summary: We will not investigate this complaint about what happened during the Council’s ‘buy back’ of Miss X’s leasehold property due to a regeneration project. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Council has already offered a suitable financial remedy for the delays and uncertainty caused to Miss X. There is no worthwhile outcome achievable by the Ombudsman starting an investigation.
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Shropshire Council (24 006 354)
Statement Upheld Domiciliary care 27-Mar-2025
Summary: There were failings in the domiciliary care provided to Mrs Y, which the care agency acknowledged and dealt with before the complaint came to this office. However, it failed to communicate its actions to Mrs X and failed to apologise for the actions of its carers. We have made a recommendation to address this.
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East Sussex County Council (24 006 962)
Statement Upheld Alternative provision 27-Mar-2025
Summary: Mrs X complained that the Council failed to provide suitable alternative education when her daughter was unable to attend school for medical reasons. We find that the Council failed to reconsider its original decision on the suitability of the alternative education, which it had provided, in the light of new facts. The Council has now agreed to review its decision and Mrs X will be able to provide relevant information. We have therefore completed our investigation and we are closing the complaint.
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London Borough of Southwark (24 007 001)
Statement Upheld Allocations 27-Mar-2025
Summary: Mrs X complained the Council delayed considering her application to join the Council’s housing register for over three years, during which time she was unable to bid for a Council property. The Council failed to consider Mrs X application for two years and five months, and failed to tell her of the outcome for a further ten months. The Council will make a symbolic payment to Mrs X to remedy the distress and frustration this caused her and consider if she missed out on a suitable property.
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West Northamptonshire Council (24 007 198)
Statement Not upheld Homelessness 27-Mar-2025
Summary: Mr X complained the Council failed to provide interim accommodation from June to September 2024. We find no fault. The Council considered the evidence provided and used its professional judgement and decided it did not have reason to believe Mr X was in priority need and so did not offer interim accommodation.
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Rotherham Metropolitan Borough Council (24 007 700)
Statement Closed after initial enquiries Planning applications 27-Mar-2025
Summary: We will not investigate this complaint about how the Council dealt with a planning application. This is because we are unlikely to find fault and the complainant has not suffered significant injustice.
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London Borough of Bromley (24 008 037)
Statement Not upheld Other 27-Mar-2025
Summary: We found fault by NRS Healthcare as it failed to deliver the equipment Ms D required in a timely manner. This caused Ms D and her husband, Mr D, significant frustration and distress. NRS Healthcare will apologise and pay a financial remedy in recognition of this. We are satisfied the provider, along with London Borough of Bromley and NHS South East London Integrated Care Board, have now taken appropriate action to improve the service.