Decision search
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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.
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London Borough of Hackney (24 018 714)
Statement Upheld Direct payments 21-Sep-2025
Summary: The Council failed to meet some of Miss X’s eligible care needs, causing Miss X distress and frustration. The Council also delayed carrying out a review of Miss X’s needs, causing Miss X’s sister, Ms Y, uncertainty and frustration. The Council was entitled to suspend Miss X’s direct payments but has since failed to resolve the issues which led to the suspension. The Council should apologise to Miss X and Ms Y, make a payment to Miss X, and decide how it will meet her needs following a mental capacity assessment.
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Bournemouth, Christchurch and Poole Council (25 002 951)
Statement Closed after initial enquiries Allocations 20-Sep-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.
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North Somerset Council (25 004 488)
Statement Closed after initial enquiries Alternative provision 19-Sep-2025
Summary: We will not investigate this complaint about the Council’s failure to make alternative provision for the complainant’s son while he is unable to attend school full-time. This is because there is insufficient evidence of fault on the Council's part to warrant investigation.
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Statement Closed after initial enquiries Alternative provision 19-Sep-2025
Summary: We will not investigate this complaint that the Council has failed to make alternative educational provision for the complainant’s son while he has been out of school. Investigation would not lead to a different outcome and is not therefore warranted.
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Spelthorne Borough Council (25 001 015)
Statement Closed after initial enquiries Allocations 19-Sep-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.
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Royal Borough of Greenwich (25 001 618)
Statement Closed after initial enquiries Allocations 19-Sep-2025
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which has caused any significant injustice to the complainant. We cannot investigate complaints about the management of tenancies and property by social housing landlords.
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Milton Keynes Council (25 003 538)
Statement Upheld Special educational needs 19-Sep-2025
Summary: We have upheld this complaint about the Council’s failure to complete an Education Health and Care Needs Assessment for the complainant’s child within the statutory timescale. The Council has agreed to provide a proportionate remedy and this removes the need for us to investigate.