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North Yorkshire Council (23 019 663)
Statement Upheld Special educational needs 20-Nov-2024
Summary: Mrs X complained about how the Council handled her child, Z’s education and special educational provision between 2019 and 2024. The Council was at fault for failing to ensure Z received all the provision in their Education, Health and Care Plan between March and June 2023 and delayed in considering Mrs X’s complaint. The Council will apologise to Mrs X and Z for the avoidable frustration, uncertainty and distress they were caused and make a symbolic payment of £800 to recognise the same.
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London Borough of Barnet (23 020 077)
Statement Upheld Homelessness 20-Nov-2024
Summary: The Council failed to provide Miss B with suitable interim accommodation. The Council was at fault for placing Miss B in unsuitable interim accommodation and incorrectly ending its relief duty. Because of the fault, Miss B suffered distress, uncertainty, inconvenience and meant she stayed in unsuitable accommodation for longer than necessary. The Council will apologise, provide staff training, and review its procurement policy.
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East Riding of Yorkshire Council (24 002 377)
Statement Closed after initial enquiries Charging 20-Nov-2024
Summary: We will not investigate Mr X’s complaint the Council did not tell the family about the cost of his father, Mr Y’s respite care because there is insufficient evidence of fault to justify our involvement.
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Rusthall Lodge Housing Association Limited (24 002 745)
Statement Not upheld Charging 20-Nov-2024
Summary: Mr B complains the Care Provider, Rusthall Lodge Housing Association Limited, did not provide him with full information about the care fees and annual fee increase before his relative, Mrs C, moved into its care home. I have discontinued my investigation of the complaint. The Care Provider has already made a suitable offer to Mr B to remedy the complaint which he has accepted. We would not be able to achieve anything more for Mr B or Mrs C so it is not worthwhile to continue the investigation.
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Bristol City Council (24 001 471)
Statement Upheld Homelessness 20-Nov-2024
Summary: Mr Y complained on behalf of Miss X about how the Council handled her homeless application. We have found fault with the Council for placing Miss X in interim accommodation that placed her at risk. This caused Miss X avoidable distress during an already stressful period. The Council agreed to apologise and make a payment to Miss X in recognition of the distress caused. We found no fault with how the Council handled Miss X’s homeless application after her stay in interim accommodation.
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Birmingham City Council (24 001 483)
Statement Upheld Special educational needs 20-Nov-2024
Summary: Mr D complained about the Council’s handling of his son’s (X) Education, Health, and Care plan process and his requests for more provision and a different school placement. We found the Council failed to adhere to the statutory process and timescales following an annual review. However, this did not cause X or Mr D a significant injustice, its apology was therefore appropriate. Other parts of the complaint carry appeal right to the SEND Tribunal, which we would expect Mr D to use.
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Westminster City Council (24 000 118)
Statement Upheld Assessment and care plan 20-Nov-2024
Summary: The Council failed to carry out a mental capacity assessment for Ms C at the time it should have. The Council’s contracted care agency, Sage Care, also failed to provide the arranged care to Ms C for two days after she was discharged from hospital. The Council was at fault for not carrying out a mental capacity assessment for Ms C sooner than it did, and for the missed care visits to Ms C. Because of the fault, Ms C suffered a lack of care, and it caused stress to her son, Mr D. The Council will apologise to Ms C and Mr D, make a symbolic payment, and issue staff briefings.
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Staffordshire County Council (24 000 475)
Statement Upheld Special educational needs 20-Nov-2024
Summary: Mrs X complained the Council failed to deliver the provision in her son’s Education, Health and Care Plan and failed to respond to her complaint about this. She also complains the annual review of the EHC Plan was delayed and that all this caused distress and uncertainty. The Council did not provide all the Occupational Therapy and Speech and Language Therapy which is fault. It also delayed completing by the annual review. A suitable remedy is agreed.
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West Suffolk Council (24 003 875)
Statement Closed after initial enquiries Homelessness 20-Nov-2024
Summary: We will not investigate Ms X’s complaint about the Council’s failure to support her when she became homeless because there is insufficient evidence of fault to justify our involvement.
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London Borough of Sutton (24 004 964)
Statement Not upheld Charging 20-Nov-2024
Summary: Mr A complained about the way the Council has dealt with the introduction of a fee for brokerage and administration of care. He said the Council did not provide enough information to allow him to understand this change. We did not find the Council at fault.