Decision search
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Kent County Council (24 018 846)
Statement Closed after initial enquiries Special educational needs 19-Oct-2025
Summary: We will not investigate Mr X’s complaint that the council did not make the provision specified in his Education Health and Care Plan while waiting for a Tribunal hearing to consider its decision to cease the Plan. Investigation would be unlikely to lead to any worthwhile outcome.
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Isle of Wight Council (24 018 866)
Statement Upheld Special educational needs 19-Oct-2025
Summary: The Council was at fault. It failed to provide Miss X’s child, Y, with a suitable education, failed to secure Y’s special educational provision and communicated poorly with Miss X when it changed its decision to provide education other than at school (EOTAS). This caused Miss X confusion, frustration, distress and uncertainty and Y missed education to which they were entitled. The Council will apologise and make a symbolic payment. The Council has already put in place actions to improve its service.
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Statement Upheld Special educational needs 19-Oct-2025
Summary: Ms X complained the Council referred to her daughter, D, as a year five student instead of being five years old in consultations it sent to special schools, causing delay finding her a place. She also said the Council delayed responding to her complaint. The Council delayed finding D a school place, causing Ms X uncertainty, however it was not caused by misinformation. The Council delayed responding to Ms X’s complaint which caused her distress. The Council agreed to apologise and make a payment to remedy this.
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Surrey County Council (24 020 735)
Statement Upheld Assessment and care plan 19-Oct-2025
Summary: Mr B complained the Council delayed financially assessing his mother, who I will refer to as Mrs C; gave him inaccurate financial information; and referred to mental capacity assessments as a formality. There was fault by the Council. It delayed allocating Mrs C’s case for a care assessment to be carried out. Because of the fault, there was a short delay in Mrs C receiving funding from the Council after her finances fell below the upper capital limit. This caused distress and worry to Mr B. The Council has agreed to apologise to Mr B. It has also agreed to send us evidence of a review it has carried out of its case allocation processes, and evidence of training it has provided to staff about the Mental Capacity Act.
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Devon County Council (24 022 418)
Statement Upheld Highway repair and maintenance 19-Oct-2025
Summary: Miss X complained about how the Council dealt with her concerns about large clumps and spilled tar which was left on the pavement in front of her property and on the road she lives on, after the Council’s contractor carried out works on the road. There were faults by the Council which caused injustice to Miss X. The Council will take action to remedy the injustice caused.
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East Sussex County Council (24 023 111)
Statement Not upheld Charging 19-Oct-2025
Summary: Mrs X complained the Council has failed to properly complete Miss Y’s financial assessment and give full consideration to her disability related expenditure (DRE). We found there is no evidence of fault in the way the Council considered whether the cost of the specialist toilet was DRE.
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Birmingham City Council (24 023 203)
Statement Upheld Allocations 19-Oct-2025
Summary: Mr B complained about the Council closing his housing applications. We find that the Council failed to provide clear information about the documents he needed to submit to support his applications and then closed them as incomplete without specifying which documents he had not provided. It also wrongly closed his third application as incomplete when he had provided all the necessary documents. This caused Mr B avoidable frustration and inconvenience and led to a delay in Mr B joining the housing register. The Council has agreed to apologise, make a symbolic payment to Mr B and backdate his application award and registration date.
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Leeds City Council (24 013 157)
Statement Upheld Special educational needs 19-Oct-2025
Summary: Mrs X complained about delays by the Council during her son’s Education, Health and Care needs assessment. She said the delay left him without the support he needed, and he was unable to attend school. We have found the Council at fault for not completing the assessment within the legal timescales, which caused Mrs X uncertainty and frustration. The Council agreed to apologise and make a payment to recognise Mrs X’s distress.
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Devon County Council (24 016 442)
Statement Not upheld Charging 19-Oct-2025
Summary: Ms X complained the Council failed to reimburse her with care costs it agreed to pay following the outcome of a previous complaint to us. Ms X also complained the Council has wrongly calculated a contribution towards her care costs she considered unaffordable for her. We have found no evidence of fault in the way the Council has dealt with the matter. So we have completed our investigation.
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Statement Upheld Private housing 19-Oct-2025
Summary: Mr X complained about the Council’s handling of various works to improve the energy efficiency of his home. We have found fault by the Council which caused Mr X avoidable distress, inconvenience and frustration. In addition to the actions the Council has already taken it has agreed to make an additional payment of £1,000 to provide a suitable remedy to Mr X.