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Bristol City Council (24 003 802)
Statement Upheld Special educational needs 11-Feb-2025
Summary: The Council took too long to issue an Education Health and Care (EHC) Plan for Ms B’s child. It did not communicate with her properly during this time, nor respond adequately to her complaints. The Council did not do enough to satisfy itself that the provision was being made when Ms B raised concerns. This caused Ms B distress and frustration and it is likely that her child missed out on provision she was entitled to. The Council has agreed to apologise to Ms B and pay her symbolics payment in respect of the distress its failings caused her, and in respect of her child’s missed educational provision; and remind staff to deal with concerns that provision is not being made.
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Lewes District Council (24 004 245)
Statement Upheld Housing benefit and council tax benefit 11-Feb-2025
Summary: Miss W complained on behalf of her mother Mrs V about how the Council acted and communicated when it suspended her housing benefit, causing them both significant distress. We found fault in how the Council handled the matter and it agreed to apologise, make a symbolic payment and review its procedure.
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Statement Upheld Special educational needs 11-Feb-2025
Summary: Miss X complained about how the Council provided for her child, Y’s, special educational needs. There was fault in how the Council took too long to amend Y’s EHC plan following a review and how it failed to consider whether it needed to arrange alternative education for him. This caused Y to miss out on some education and caused distress and uncertainty to both Miss X and Y. The Council agreed to apologise, issue an amended EHC plan for Y and pay Miss X a financial remedy.
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Maidstone Borough Council (24 004 565)
Statement Not upheld Council tax support 11-Feb-2025
Summary: Mr X complained about how the Council handled his request for council tax support. We find no fault in the Council’s actions.
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Cumberland Council (24 005 287)
Statement Upheld Charging 11-Feb-2025
Summary: Mr X complained that the Council delayed in carrying out a financial assessment for his late mother, Mrs Y, and then issued a large, unexpected bill for backdated care costs. He also says the Council delayed in advising the family about benefits Mrs Y may have been able to claim and gave inadequate notice to end her placement at a care home. We found the Council was at fault. It has agreed to apologise to Mr X and make a payment to him in recognition of the distress, uncertainty and frustration caused.
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Surrey County Council (24 005 968)
Statement Upheld Special educational needs 11-Feb-2025
Summary: Ms X complained the Council failed to secure educational provision for her child Y and failed to complete an annual review on time. We upheld the complaint. Y has a loss of educational provision and Ms X had delayed appeal rights and avoidable distress. The Council recognised this and offered a partial remedy for two terms of missed provision. The Council will make a further payment for missed provision for the Autumn Term of 2024.
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Cumberland Council (24 006 340)
Statement Not upheld Planning applications 11-Feb-2025
Summary: Mr X complained about the Council’s handling of a planning application for development near his home. Mr X said the development was overbearing and reduced privacy to his home. We found no fault in how the Council reached its decision to grant planning permission for the application development.
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London Borough of Newham (24 006 392)
Statement Closed after initial enquiries Other 11-Feb-2025
Summary: We cannot investigate Mr X’s complaint about the Council’s actions in removing him and his siblings from their parents’ home, and the Council’s actions regarding his parents. The matters complained of are closely related to matters that have or could reasonably have been raised during court proceedings. Additionally, Mr X does not have parental responsibility for his siblings, and his parents could make their own complaint.
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Suffolk County Council (24 006 959)
Statement Upheld Special educational needs 11-Feb-2025
Summary: Miss X complained the Council delayed completing her child, Y’s Education, Health and Care needs assessment, and decided not to seek Occupational Therapy and Speech and Language Therapy advice. There are parts of Miss X’s complaint that we have not investigated because she has the right of appeal to the Tribunal. We find the Council at fault for the delay. This impacted Y’s education and caused Miss X avoidable distress and uncertainty. The Council has agreed to apologise and make a payment to Miss X.
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Buckinghamshire Council (24 007 591)
Statement Upheld Assessment and care plan 11-Feb-2025
Summary: We upheld a complaint from Miss J finding the Council at fault for delays and poor communication leaving her son, Mr K, without care for several months. This loss of care provision had a harmful impact on Mr K, as well as causing distress to Miss J. While the Council had previously acknowledged some fault and offered a remedy to the complaint, we did not consider this went far enough to remedy both Miss J and Mr K’s injustice. So, the Council has now agreed to take further action, comprising an apology and symbolic payments for Mr K and Miss J, and a review of Mr K’s care and support plan. It has also agreed to make service improvements for others to help prevent a repeat of the fault.