Decision search
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Kent County Council (25 003 444)
Statement Closed after initial enquiries Special educational needs 14-Sep-2025
Summary: We will not investigate this complaint about the Council’s handling of an Education, Health, and Care Plan. This is because the Council have already acknowledged fault for earlier delays, apologised, offered a suitable financial remedy, and further investigation by us would not lead to a different outcome. The remaining matters either come with an appeal right or have already been appealed and are therefore outside our jurisdiction.
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London Borough of Lambeth (24 002 985)
Statement Upheld Homelessness 14-Sep-2025
Summary: Ms B complained that the Council delayed in carrying out a review of the suitability of her temporary accommodation. We found the Council at fault for taking nine months rather than eight weeks to complete the review. This meant Ms B and her family lived in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise and make a symbolic payment of £900.
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Manchester City Council (24 010 659)
Statement Upheld Special educational needs 14-Sep-2025
Summary: Mrs X complained the Council delayed in completing an annual review of her child, B’s, Education, Health and Care Plan. We find the Council at fault for a delay in completing the annual review and poor communication about the personal budget. This caused B to miss education. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.
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Kent County Council (24 012 991)
Statement Upheld Residential care 14-Sep-2025
Summary: Miss X complained about the Council’s actions when her son, Mr Y, had to move from supported residential accommodation. We have found fault because the Council was too slow to act in trying to find new accommodation and failed to adequately assess Mr Y’s needs or provide sufficient information linked to his move. This caused Miss X and Mr Y significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make symbolic payments to Miss X and Mr Y. It will also provide reminders and guidance to relevant officers.
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London Borough of Waltham Forest (24 014 601)
Statement Not upheld Parking and other penalties 14-Sep-2025
Summary: We found there was no fault in the way the Council dealt with Ms X’s contacts following the issue of a Penalty Charge Notice and the case being passed to enforcement agents.
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Kent County Council (24 016 224)
Statement Upheld Special educational needs 14-Sep-2025
Summary: Ms X complained the Council has not provided Miss Y with a suitable education since 2023. She says this impacted her Miss Y’s education and caused her avoidable distress. We find the Council at fault which caused Ms X and Miss Y injustice. The Council will apologise and make a payment to Ms X and Miss Y.
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North Lincolnshire Council (24 016 958)
Statement Upheld Assessment and care plan 14-Sep-2025
Summary: Ms Z, on behalf of her sister Mrs X, complained the Council failed to involve them in the assessment of her care needs, failed to provide timely and detailed information about the cost of the assessed care and failed to effectively communicate. The Council was at fault because it did not produce a personal budget and notify Mrs X until four months after the care started and charges were incurred causing distress. The Council has already offered a suitable financial remedy and has now agreed to service improvements and a repayment plan.
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Derby City Council (24 018 039)
Statement Upheld Special educational needs 14-Sep-2025
Summary: Ms X complained the Council delayed completing an annual review and personal budget request for her son. The Council admitted it caused delay. It apologised and has improved the service. I have also suggested a financial remedy for distress caused.
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Portsmouth City Council (24 020 376)
Statement Closed after initial enquiries Child protection 14-Sep-2025
Summary: We cannot investigate Miss X’s complaint about the Council’s actions and decisions in its child protection involvement with her family. The complaint lies outside our jurisdiction because it is about matters that have been considered and decided in court proceedings. The law says we cannot consider complaints about such matters.
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London Borough of Tower Hamlets (24 020 423)
Statement Not upheld Other 14-Sep-2025
Summary: The Council was not at fault for how it handled Mr X’s complaint about its homelessness service. There is no evidence of improper complaint handling.