Decision search
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North Lincolnshire Council (24 000 521)
Statement Upheld Charging 18-Feb-2025
Summary: Mr X complains the Council failed to deal properly with his late wife’s direct payments, by taking too long to audit them and then asking her estate to repay nearly £1,700. The Council failed to produce a detailed care and support plan in 2022. This resulted in a lack of clarity over what Mrs X’s direct payments could be used for. The Council needs to apologise, reduce its claim on Mrs X’s estate, pay Mr X for the distress caused and ensure officers improve their working practices.
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Royal Borough of Kensington & Chelsea (24 002 845)
Statement Upheld Special educational needs 18-Feb-2025
Summary: Miss X complained that the Council failed to provide alternative education when her son was unable to attend school, that it delayed in completing the annual review process of her son’s Education, Health and Care Plan and the communication with her was poor. This meant that her son missed out on education, and she was caused avoidable distress and unnecessary legal costs. The Council had already found some fault, but the complainant was dissatisfied with the remedy offered for the injustice caused. The Council has agreed to make an increased symbolic payment for the lost education.
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Norfolk County Council (24 003 580)
Statement Upheld Fostering 18-Feb-2025
Summary: Mrs X complained about the standard of the Council’s safeguarding investigation under the Local Authority Designated Officer (LADO) process following an allegation from their former foster child. She said the process was not fair. We found some procedural fault in the LADO investigation process, but it did not cause Mrs X significant injustice or affect the outcome.
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Kent County Council (24 003 873)
Statement Upheld Disabled children 18-Feb-2025
Summary: Mr X complained the Council carried out a flawed assessment of J’s needs, wrongly deciding J was ineligible for support from the Council’s disabled children’s team. In doing so, Mr X said the Council reneged on a previous commitment to keep J open to services long-term. Mr X also complained the Council failed to conduct the children’s statutory complaints procedure properly and did not address the substance of his complaint. We have found the Council at fault for a delay in completing the second stage of the statutory complaints procedure. The Council had offered a remedy for the injustice caused, which we consider suitable. We have not found the Council at fault for how it considered Mr X’s complaint as part of the statutory complaints procedure. We will therefore not consider the substantive matter.
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North Hertfordshire District Council (24 004 775)
Statement Upheld Council tax 18-Feb-2025
Summary: Mr X complained the bailiffs acting on behalf of the Council made an unnecessary visiting incurring extra fees and failed to properly respond during telephone conversations when he explained his vulnerabilities. Mr X says he experienced depression, anxiety and felt suicidal as a result. While there was no fault in respect of the bailiff visit, there was fault in the failure to record a new agreement resulting in a letter being wrongly sent. To remedy the complaint, the bailiff charges will be refunded.
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Birmingham City Council (24 005 759)
Statement Not upheld Other 18-Feb-2025
Summary: We have ended our investigation into Ms X’s complaint about how the Council provided support following the birth of her child. An independent investigation has already found no fault in what the Council did. The Council has offered Ms X a suitable remedy for any additional anxieties caused by any avoidable delays in the independent investigation process. It is unlikely that further investigation of the same issues would lead to a different outcome for Ms X.
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Buckinghamshire Council (24 006 236)
Statement Upheld Alternative provision 18-Feb-2025
Summary: Mrs X complains the Council has failed to make Section 19 Alternative Provision for her son, Y, while he was unable to attend school. Mrs X also says the Council failed to issue his Education, Health and Care Plan within the statutory timescale. As a result, Mrs X says his education and welfare have suffered. We have found fault in the Council’s actions for failing to issue Y’s Education, Health and Care Plan within the statutory timescale. The Council has agreed to apologise to Mrs X and pay a financial remedy.
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Three Rivers District Council (24 008 778)
Statement Closed after initial enquiries Council tax 18-Feb-2025
Summary: We will not investigate this complaint about a Council tax exemption because there is a right of appeal to a Valuation Tribunal.
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Leicester City Council (24 009 212)
Statement Not upheld Assessment and care plan 18-Feb-2025
Summary: Mr X complained about flaws in the Council’s assessment process when it was assessing his care and support needs. He says the Council’s assessment form is too binary and oversimplifies complex and fluctuating needs. We do not find the Council was at fault.
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Portsmouth City Council (24 009 729)
Statement Upheld Charging 18-Feb-2025
Summary: Mrs X complains that the Council wrongly told her it would apply a mandatory property disregard and then wrongly refused a discretionary property disregard. The Council was at fault as it wrongly told Mrs X that it would award a mandatory property disregard. The Council was also at fault as it did not consider Mrs X’s application for a discretionary property disregard in accordance with the Care and Support statutory guidance. These faults caused distress and uncertainty to Mrs X which the Council has agreed to remedy by apologising and making a symbolic payment of £400 to her. The Council will also consider Mrs X’s application for a discretionary property disregard again.