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East Sussex County Council (24 011 027)
Statement Upheld Alternative provision 21-Sep-2025
Summary: Mrs X complained that the Council delayed in providing alternative education to her daughter and that, when it was provided, it was unsuitable. We find that there was fault by the Council on the first complaint and a lost opportunity on the second but with limited injustice. The Council has agreed to make symbolic payments for the loss of education and opportunity. The Council has already amended its alternative education policy for pupils medically unfit to attend school and has agreed to consider further service improvements.
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Slough Borough Council (24 011 804)
Statement Upheld Special educational needs 21-Sep-2025
Summary: Ms X complained the Council did not provide a school placement for her child Y who should have started Reception class in September 2023. There was fault causing injustice. Y’s amended Education, Health and Care Plan with her educational placement was delayed by about eighteen months. She did not receive any educational provision between September 2023 and the end of June 2024 which was not in line with legal requirements. Complaint handling was poor. The Council will apologise and make a payment of £500 to reflect avoidable distress, time and trouble and delay in appeal rights. It will also make a payment of £7000 to reflect Y’s lost educational provision.
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Surrey County Council (24 014 057)
Statement Upheld Disabled children 21-Sep-2025
Summary: Ms X complained the Council refused her request for overnight care for her disabled child Y and did not deal with her complaint about this adequately. There was a delay in agreeing funding and the decision-making process was not made clear to Ms X causing her avoidable frustration and confusion. The Council will apologise and make a symbolic payment
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Melton Borough Council (24 014 751)
Statement Upheld Drainage 21-Sep-2025
Summary: There was no fault in the Council’s decisions or actions around preventing Mrs X’s garden flooding. However, the Council was at fault for not updating Mrs X as it said it would. We are satisfied the Council has remedied the injustice caused by this.
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London Borough of Hounslow (24 015 455)
Statement Upheld Homelessness 21-Sep-2025
Summary: Miss X complained the Council failed to offer her interim accommodation when it accepted the relief duty to her. She also complained it did not offer her interim accommodation while it considered a suitability review of a final offer of accommodation it made to her. We found fault by the Council on the matters we investigated. The Council agreed to apologise to Miss X and make her a symbolic payment in recognition of the injustice caused to her and her family.
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Staffordshire County Council (24 017 599)
Statement Upheld Special educational needs 21-Sep-2025
Summary: Mrs B complained the Council delayed in completing an annual review for her child, Y. We have found the Council at fault for a delay in completing the annual review and providing a stage two complaint response. This caused Mrs B distress, frustration and uncertainty. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused by the faults.
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London Borough of Hounslow (24 017 677)
Statement Upheld Charging 21-Sep-2025
Summary: Ms B complained an NHS Trust and a Council were wrong to decide her father was not eligible for reablement care when he left hospital. She also complained that they did not involve the family adequately in the discharge process. We have not found fault in how the organisations made their decisions or how they involved the family. However, we have found fault in how the organisations handled Ms B’s complaint. We have asked the Trust and the Council to apologise for the impact this had.
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Statement Upheld Hospital acute services 21-Sep-2025
Summary: Ms B complained an NHS Trust and a Council were wrong to decide her father was not eligible for reablement care when he left hospital. She also complained that they did not involve the family adequately in the discharge process. We have not found fault in how the organisations made their decisions or how they involved the family. However, we have found fault in how the organisations handled Ms B’s complaint. We have asked the Trust and the Council to apologise for the impact this had.
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Lincolnshire County Council (24 017 887)
Statement Upheld Domiciliary care 21-Sep-2025
Summary: Mr X complains the Council did not carry out his mother, Mrs Y’s, Care Plan correctly. Mr X says this caused himself and Mrs Y distress. We have found fault in the Council’s actions for failing to attend one call or attend for full call times, correctly follow its procedure for keeping records and ensure staff acted professionally. The Council has agreed to write to Mr X to apologise for the distress caused to him.
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East Sussex County Council (24 018 009)
Statement Upheld Special educational needs 21-Sep-2025
Summary: We found there was delay in the Council finding Mr X’s daughter, Y, a new school place and delay issuing a new Education Health and Care Plan. The Council also failed to ensure Y received a suitable education while she was out of school. We recommended an apology and payments to reflect the impact of the lost education on Y and the distress caused to her parents.