Decision search
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London Borough of Brent (23 015 429)
Statement Upheld Assessment and care plan 26-Feb-2025
Summary: Ms X complains the Council delayed in carrying out an agreed increase in her son’s (Mr Y) care package and, despite accepting its fault, has failed to remedy the injustice this caused. The Council accepts it initially failed to respond properly to Ms X’s complaint and that it delayed in carrying out the agreed increase in Mr Y’s care package. It has offered to reduce an outstanding debt arising from the historic mismanagement of Mr Y’s direct payments by £5,150, to remedy the injustice caused by having to provide extra support for him. The Council needs to pay £9,000 to the family (Ms X and Mr Y’s siblings) and £150 directly to Ms X, without reducing the outstanding debt.
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North Tyneside Metropolitan Borough Council (23 018 350)
Statement Upheld Alternative provision 26-Feb-2025
Summary: Miss F complained the Council failed to arrange alternative provision for her daughter. We found fault which caused a loss of education and distress. The Council has agreed to make a payment to Miss F for the educational benefit of her daughter to remedy that injustice.
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London Borough of Tower Hamlets (23 018 779)
Statement Upheld Special educational needs 26-Feb-2025
Summary: Mrs X complained about the Council’s failure to provide support for her child’s special educational needs and its handling of the Education, Health and Care Plan process. We found the Council was at fault because it took too long to issue two amended plans. This created uncertainty for Mrs X. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment to Mrs X. It should also take action to improve it processes.
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Eastbourne Borough Council (23 019 196)
Statement Upheld Private housing 26-Feb-2025
Summary: Ms X complained that the Council failed to take effective action against her former landlord for disrepair at her rented home. We found the Council to have acted with fault because it failed to provide information to Ms X, investigate some areas of disrepair and acknowledge her initial complaint. This caused distress and uncertainty to Ms X. To remedy this injustice, the Council has agreed to apologise and make a modest symbolic payment to Ms X. We did not find fault with the Council’s overall assessment of disrepair and lack of formal enforcement action.
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Leicestershire County Council (24 001 988)
Statement Upheld Special educational needs 26-Feb-2025
Summary: Mrs X complains the Council did not deal properly with her son’s education. The Council did not follow statutory timescales, did not consult schools in time, did not ensure education provision for her son and did not communicate effectively with her. Mrs X suffered a delayed right of appeal, avoidable distress and uncertainty, and Y missed special educational needs provision. The Council has offered an appropriate remedy.
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London Borough of Lewisham (24 003 199)
Statement Upheld Homelessness 26-Feb-2025
Summary: Ms X complained the Council delayed moving her and her adult son from unsuitable temporary accommodation it provided to relieve her homelessness. The Council was at fault. It delayed reviewing the suitability of Ms X’s accommodation and failed to move her as soon as it accepted the property was unsuitable. The Council has agreed to apologise and pay Ms X £2750 to acknowledge the distress, frustration and uncertainty caused and to recognise the delay in moving her.
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Surrey County Council (24 004 866)
Statement Upheld Safeguarding 26-Feb-2025
Summary: Dr Y complained the Council failed to provide services to her father in the weeks before he died. She says the lack of support from the Council caused him to suffer unnecessarily. Dr Y also complained about the communication the Council maintained with her family after her father’s death, and its record keeping. We found fault with some actions of the Council. The Council apologised for this fault. This was an appropriate remedy for the injustice caused.
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Birmingham City Council (24 005 603)
Statement Closed after initial enquiries Traffic management 26-Feb-2025
Summary: We will not investigate this complaint about the Council failing to take action against illegally parked vehicles where the complainant works. There is not enough evidence of fault by the Council.
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London Borough of Tower Hamlets (24 006 844)
Statement Closed after initial enquiries Other 26-Feb-2025
Summary: We will not investigate Ms X’s late complaint about the Council’s handling of child protection matters involving Ms Y’s children. This is because the law prevents us from investigating some of the Council’s action where this relates to the content of reports produced for court proceedings. We could not add to the Council’s investigation of Ms X’s complaints under all three stages of the statutory complaints process. We also cannot achieve the outcomes the complainant wants.
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Reading Borough Council (24 007 188)
Statement Not upheld Special educational needs 26-Feb-2025
Summary: Ms X complained the Council failed to make appropriate provision for her son, Y to attend clubs as part of the Holidays Activities and Food programme. We have completed our investigation as we have found no evidence of fault by the Council in these matters.