Decision search
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Cambridgeshire County Council (24 009 633)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mrs X complained the Council failed to ensure her children D and P received the special educational needs provision in their Education, Health, and Care Plans. D and P did not receive all the provision in their Plans and the Council failed to properly investigate when Mrs X raised concerns about this. This meant D and P missed provision, and caused distress to D, P, and their parents. The Council agreed to apologise, pay a financial remedy, and issue reminders to its staff.
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Devon County Council (24 010 136)
Statement Upheld Child protection 24-Jun-2025
Summary: Mrs X complains the Council did not deal with a child protection issue properly, resulting in avoidable distress. The Council is at fault because it failed to deal with a child protection issue and took too long to investigate. Mrs X and her family suffered delay and avoidable distress. The Council should pay Mrs X £500 for time and trouble, pay Mrs X £2000 for avoidable distress and re-issue its final written response to the investigation.
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Reading Borough Council (24 010 609)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mr X complained about the Council’s handling of the annual review of his child’s Education, Health and Care Plan. We found avoidable delay by the Council in completing the annual review which added to Mr X’s frustration. The Council had already apologised to Mr X and offered him a symbolic payment of £600. We found the offer made by the Council suitably addressed the injustice to Mr X caused by its avoidable delay.
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Statement Upheld Special educational needs 24-Jun-2025
Summary: Ms C complained the Council delayed completing an education, health and care needs assessment, failed to provide alternative education and delayed responding to her complaint. The Council failed to comply with the timescales for the needs assessment and delayed issuing a final education, health and care plan, delayed putting in place alternative education and delayed considering Ms C’s complaint. That meant Ms C’s daughter missed out on education and Ms C experienced frustration and uncertainty. An apology and payment to Ms C is satisfactory remedy.
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Birmingham City Council (24 015 604)
Statement Upheld Other 24-Jun-2025
Summary: We have upheld this complaint because the Council delayed considering a complaint at stage three of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by issuing its stage three response within one month. It will also apologise and make a payment to the complainant to remedy the time and trouble they have been to.
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London Borough of Lewisham (24 016 426)
Statement Upheld Housing benefit and council tax benefit 24-Jun-2025
Summary: Miss B complained that the Council had failed to reimburse her for the cost of all her utility bills in her temporary accommodation and was trying to recover housing benefit debts from her. We have not investigated the utility payments any further because Ms B was aware of the arrangement by March 2022 and could have complained about it at that point. We have not investigated the housing benefit issues because she was aware of some of the debts in 2023 and had a right of appeal against them. However the Council failed to deal with her complaint properly causing her to complain to us. The Council has agreed to pay her £100 and improve its complaint-handling procedures for the future.
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Suffolk County Council (24 016 484)
Statement Upheld Special educational needs 24-Jun-2025
Summary: The Council accepts it failed to communicate and secure the provision in Ms X’s child, Y’s, Education, Health and Care (EHC) Plan when her college placement failed. This caused Ms X and Y frustration, and distress and meant Y missed out on the SEN provision in their EHC Plan. The Council has apologised and made a payment to Ms X and Y. We are satisfied with the Council’s actions.
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Basildon Borough Council (24 016 773)
Statement Closed after initial enquiries Planning applications 24-Jun-2025
Summary: Mrs B complained that the Council had acted unfairly towards her in respect of planning issues on land near her property over many years. We will not investigate the complaint because the events are too old.
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Statement Closed after initial enquiries Residential care 24-Jun-2025
Summary: Mr X complained about end-of-life care for his mother, Mrs Y, from Jewish Care, Gants Hill Medical Practice, Partnership Of East London Co-Operative, NHS North East London Integrated Care Board and London Ambulance Service NHS Trust. We would likely find fault with the Practice, PELC and ICB if we investigated the complaint. Those organisations have agreed to resolve the complaint by providing a proportionate remedy for the injustice Mr X suffered.
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London Ambulance Service NHS Trust (24 017 682a)
Statement Closed after initial enquiries Ambulance services 24-Jun-2025
Summary: Mr X complained about end-of-life care for his mother, Mrs Y, from Jewish Care, Gants Hill Medical Practice, Partnership Of East London Co-Operative, NHS North East London Integrated Care Board and London Ambulance Service NHS Trust. We would likely find fault with the Practice, PELC and ICB if we investigated the complaint. Those organisations have agreed to resolve the complaint by providing a proportionate remedy for the injustice Mr X suffered.