Decision search
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Southampton City Council (24 018 635)
Statement Closed after initial enquiries Antisocial behaviour 29-Sep-2025
Summary: We will not investigate Mr X’s complaint about how the Council handled his complaints of noise from a neighbouring flat. This is because there is not sufficient evidence of fault by the Council to justify investigation.
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Hertfordshire County Council (24 018 843)
Statement Upheld Special educational needs 29-Sep-2025
Summary: The Council has acknowledged that it took too long to complete a review of an Education Health and Care Plan for Miss X’s daughter. This caused distress and frustration and meant that the child missed education for four terms. In response to our investigation, the Council has offered Miss X a remedy, and this is appropriate to address the impact on her and her daughter.
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Wakefield City Council (24 018 872)
Statement Upheld Special educational needs 29-Sep-2025
Summary: Ms X complained the Council failed to provide her child with alternative education when they did not attend school and did not follow statutory timescales following a phase transfer review of her child’s Education, Health and Care (EHC) Plan. I have found no fault in the way the Council decided Ms X’s child was fit to attend school and that alternative education was not required. There was a two-week delay in amending the Plan and incorrect advice about timescales was given. The Council will apologise and make service improvements to prevent a recurrence of this fault.
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Gloucestershire County Council (24 019 097)
Statement Upheld Charging 29-Sep-2025
Summary: Mrs B complained that the Council failed to properly communicate with her about her mother’s care home fees, delayed issuing an invoice and unreasonably reported her to the Office of the Public Guardian. We find no fault in the way the Council told Mrs B about the amount she would need to pay, or its decision to report its concerns to the Office of the Public Guardian. But it delayed issuing an invoice, which caused Mrs B unnecessary distress. The Council has agreed to apologise to Mrs B and make service improvements.
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London Borough of Redbridge (24 019 152)
Statement Upheld Charging 29-Sep-2025
Summary: There was fault by the Council because it failed to carry out a review of Mr X’s care needs in good time. This caused uncertainty that the Council fully understood his changing needs. The Council has a new policy to deal with people who are awaiting care need reviews, but it should also apologise to Mr X and his daughter who acts on his behalf, and make a symbolic payment to them both. There was no fault in how the Council handled the care charges. I have not investigated the other complaints brought on his behalf because these were not made to us on time.
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Leeds City Council (24 019 392)
Statement Upheld Assessment and care plan 29-Sep-2025
Summary: Mrs Y complained the Council wrongly assessed Mr X’s care needs and did not pay for his care. She says this caused her unnecessary distress and financial strain. We find the Council at fault which caused Mrs Y limited injustice. We find the action taken by the Council has remedied the injustice caused.
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Lancashire County Council (24 002 668)
Statement Upheld Alternative provision 29-Sep-2025
Summary: The Council was at fault. It did not complete Miss X’s child, Y’s annual review in 2023 and delayed completing Y’s next annual review. It failed to make a decision on amendments to Y’s Education, Health and Care (EHC) Plan and subsequently delayed issuing it. The Council also failed to monitor Y’s alternative provision package. These faults caused Miss X frustration, distress and uncertainty and impacted on Y’s education. The Council will apologise to Miss X and make a symbolic payment to her. The Council has already put in place actions to improve its service.
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Gloucestershire County Council (24 002 984)
Statement Upheld Child protection 29-Sep-2025
Summary: Ms B complained about the Council’s children services following a child protection intervention. We upheld the complaint. While we found the Council had evidence that justified placing Ms B’s children on child protection plans, there were later faults in its case management. Some of these it had previously recognised. But our investigation found specific flaws around the circumstances where Ms B’s son entered foster care for a time. We considered this caused injustice, as distress. The Council accepted these findings and at the end of this statement, we set out action it has agreed to remedy that injustice.
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London Borough of Newham (24 006 226)
Statement Upheld Homelessness 29-Sep-2025
Summary: Ms X complained about the Council’s handling of her temporary homeless accommodation. We found fault because Ms X and her family have been living in unsuitable accommodation since June 2021. This caused Ms X and her family avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise, make symbolic payments to her and update her on its current position in finding her new accommodation.
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Hampshire County Council (24 012 589)
Statement Upheld Alternative provision 29-Sep-2025
Summary: Mrs X complained the Council delayed putting alternative provision arrangements in place when her child Z stopped attending school and did not fully secure the provision in Z’s EHC Plan. Mrs X also complained the Council delayed deciding an application for transport assistance, and about the Council’s communication and complaints handling. We have found the Council at fault. We find Z’s missed education provision is likely to be offset by future provision, mitigating this injustice. However, there is a shortfall in therapy provision yet to be addressed. We also find Mrs X experienced avoidable distress and uncertainty because of the Council’s faults. The Council has agreed to provide a written apology and pay a symbolic financial remedy to recognise Mrs X’s avoidable distress. The Council has also agreed to decide Mrs X’s application for transport assistance and set out a proposal to offset Z’s lost therapy provision over upcoming academic years.