Decision search
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London Borough of Barnet (23 020 649)
Statement Upheld Residential care 25-Nov-2024
Summary: Mr X complained about the care provided to his late grandfather, Mr Y at the Council commissioned care home. The care home was at fault for not properly recording communication with relatives, for not completing an accident report and for when a staff member was rude to Mr Y. The Council has agreed to apologise to Mr X and make a symbolic payment to acknowledge the distress and uncertainty caused. The Council has already taken appropriate action to prevent a recurrence of the faults.
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East Devon District Council (24 002 357)
Statement Closed after initial enquiries Planning applications 25-Nov-2024
Summary: We will not investigate Mr X’s complaint about the Council’s handling of a planning matter. This is because there is not enough evidence of fault in the way it reached its decisions.
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Statement Upheld Special educational needs 25-Nov-2024
Summary: the Council took too long to amend Ms M’s son B’s Education, Health and Care (EHC) Plan and B received only part-time education until the Council found a new school place. The Council has agreed a remedy for the impact on Ms M and B.
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Coventry City Council (24 002 835)
Statement Not upheld Homelessness 25-Nov-2024
Summary: We have found no fault with how the Council handled Mr X’s homelessness application. It offered suitable interim accommodation that Mr X refused. We have completed our investigation.
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Royal Borough of Kingston upon Thames (24 001 898)
Statement Upheld Homelessness 25-Nov-2024
Summary: The Council delayed issuing a decision on Miss B’s homeless application, left Miss B and her children in hotel accommodation for more than six weeks, delayed responding to Miss B’s representative and failed to keep proper records. An apology, payment to Miss B, reminder to officers and a review of the Council’s processes is satisfactory remedy.
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Worcestershire County Council (24 001 901)
Statement Upheld Direct payments 25-Nov-2024
Summary: Mr X complains the Council removed his access to a direct payment account and wrongly invoiced him for contributions and did not apologise. Mr X says this caused him avoidable and unnecessary distress. We find the Council at fault which caused injustice. The Council has agreed to apologise and make a payment to Mr X.
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London Borough of Barnet (24 000 546)
Statement Upheld Charging 25-Nov-2024
Summary: Ms X complained the Council delayed in assessing Mr Y’s contribution towards his care home charges and in providing invoices for these charges. She also complained the Council delayed in responding to her queries which caused difficulties in managing Mr Y’s finances. We found the Council’s errors and delays in assessing Mr Y’s contribution and in issuing invoices are fault. These faults have caused Ms X an injustice.
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Bath and North East Somerset Council (24 002 922)
Statement Upheld Charging 25-Nov-2024
Summary: Mrs B’s complaint followed a meeting she attended with the Council in August 2023 when it assessed her mother’s care needs. We upheld her complaint, finding neither she nor her mother knew the reasons for that assessment. We also find the Council later provided wrong information in reply to a complaint. These faults caused injustice to Mrs B as distress. The Council has accepted these findings and agreed to remedy Mrs B’s injustice. It has also agreed to make service improvements to improve its practice following this complaint. We set out details at the end of this statement.
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Hertfordshire County Council (24 003 915)
Statement Closed after initial enquiries Transition from childrens services 25-Nov-2024
Summary: Mr Z, on behalf of his grandson Mr X, complained the Council failed to provide appropriate support when he turned 18. The matters Mr Z raised were known to him in 2021 and he raised them with the Council at that time. This is a late complaint and falls outside the Ombudsman’s jurisdiction.
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London Borough of Richmond upon Thames (24 004 043)
Statement Upheld Special educational needs 25-Nov-2024
Summary: Ms M complains about her son B’s education. The Council failed to arrange home invigilation for B’s GCSEs as required by his Education, Health and Care (EHC) Plan, and he had to change subjects late in the day due to an examination clash that should have been foreseen. We cannot evaluate the impact on B’s results, but we have recommended a symbolic remedy the acknowledge the stress these faults caused.