Decision search
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West Northamptonshire Council (23 015 267)
Statement Upheld Other 16-Dec-2024
Summary: We have upheld this complaint because the Council delayed considering a complaint at stage three of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by arranging a stage three panel without further delay. It will also apologise to the complainant for not doing so sooner.
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West Sussex County Council (23 016 430)
Statement Upheld Charging 16-Dec-2024
Summary: Ms D complained the Council delayed completing the financial assessment for her mother, Ms X, and failed to explain how much her care would cost. She said had Ms X known the cost of the care package; she would not have accepted it. This has caused her emotional and financial distress. The Council is at fault for failing to provide clear written information about the charging process and delay in the financial assessment process.
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London Borough of Enfield (23 017 143)
Statement Upheld Homelessness 16-Dec-2024
Summary: Mr Z complains on behalf of Mr X and Miss Y that the Council failed to act on their homelessness application after they received a Section 21 notice. Mr Z says the Council also failed to communicate with Mr X and Miss Y and the key worker was rude. Mr Z says this caused Mr X and Miss Y a great deal of distress. We have found fault in the actions of the Council for failing to act on Mr X and Miss Y’s homelessness application. The Council has agreed to issue an apology, pay Mr X and Miss Y a financial payment, review their priority date and complete service improvements.
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St Helens Metropolitan Borough Council (23 017 786)
Statement Upheld Special educational needs 16-Dec-2024
Summary: Mrs Z complains about how the Council administered her son’s (X) Education Health and Care Plan review. We uphold the complaint when comparing the Council’s assessment against the requirements of the Special Educational Needs Code of Practice. The Council has agreed to our recommendations.
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Statement Upheld Direct payments 16-Dec-2024
Summary: Mr X complained about the Council’s failure to meet his care and support needs since 2020 and mismanagement of his direct payments since they were first made in 2016. This led to a large debt that Mr X cannot afford to repay and caused a significant decline in his mental health. We found the Council to be at fault. It failed to monitor the direct payment and address the surplus in his account. To remedy the injustice to Mr X, the Council has agreed to apologise, reduce the debt, and take action to improve its service.
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Runnymede Borough Council (23 018 743)
Statement Upheld Disabled facilities grants 16-Dec-2024
Summary: Mrs X complained the Council delayed the progress of a Disabled Facilities Grant for work needed for the benefit of her son. The scheme was not completed within the maximum timeframes set out in government guidance causing significant distress to the family. There is evidence of periods of inaction and delay which is fault. A suitable remedy is agreed.
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London Borough of Sutton (23 019 222)
Statement Not upheld Planning applications 16-Dec-2024
Summary: Mr X complains the Council’s planning administration fees are unlawful. There is no evidence of fault by the Council in the way it made the decision.
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Southampton City Council (24 000 074)
Statement Upheld Assessment and care plan 16-Dec-2024
Summary: Mr X complains the Council failed to arrange a package of care for him when he returned home in December 2023 and unreasonably increased the charges for his care. The Council failed to give Mr X copies of his assessment and care and support plan in 2023. It failed to provide timely information about the cost of and charges for his care. It also failed to take account of the fact it had been told Mr X’s stay in a care home would be for two weeks. These failings caused avoidable distress and prevented Mr X from making informed decisions about his care. The Council needs to apologise and make a symbolic payment for the distress. It also needs to improve its working practices.
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Hartlepool Borough Council (24 002 613)
Statement Not upheld Assessment and care plan 16-Dec-2024
Summary: Mr X complained about the way the Council dealt with the financial assessment of his family member, Mrs Y. Mr X said this caused him and his family distress. We did not find fault with the Council’s actions.
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London Borough of Newham (24 003 280)
Statement Upheld Homelessness 16-Dec-2024
Summary: Miss X complained about the significant disrepair issues in her temporary accommodation. She said there have been significant delays in repairing the issues and some issues remain outstanding. Miss X also said the Council’s communication has been poor. We find the Council was at fault. This caused significant distress to Miss X. We make several recommendations to address this injustice caused by fault.