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Warrington Council (23 016 966)
Statement Upheld Special educational needs 28-Aug-2024
Summary: Mr X complained about the way the Council dealt with Z’s Education, Health and Care Plan and education and special educational needs provision. We have found fault by the Council in: failing to make alternative provision for Z from January to March 2023; deliver Z’s SEN provision from January to July 2023; and complete the EHC Plan review process within the statutory timescales. This fault caused injustice. The Council has agreed to remedy this by: apologising; making payments to reflect the distress and worry caused and the impact on Z of the missed provision; issuing the final amended EHC Plan; and making a service improvement.
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Hyndburn Borough Council (23 017 521)
Statement Upheld Council tax 28-Aug-2024
Summary: Ms X complains that the Council wrongly passed her Council Tax account to enforcement agents to collect. The Council is at fault as it did not send Council Tax bills and correspondence to Ms X’s forwarding address. The fault caused significant distress to Ms X. The Council has agreed to remedy the injustice to Ms X by making a payment of £200 to her.
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Kingston Upon Hull City Council (23 018 665)
Statement Upheld Alternative provision 28-Aug-2024
Summary: Ms F complained her child did not receive a full-time education for two academic years. We partially upheld the complaint, finding the Council did not respond properly when learning of the child’s absences from school in September 2022. As a result there was some loss of education provision and distress caused to Ms F. The Council has accepted this finding and agreed action, set out at the end of this statement, to remedy that injustice and improve its service.
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Statement Closed after initial enquiries Council tax 28-Aug-2024
Summary: We will not investigate this complaint that the Council has not credited all the complainant’s council tax payments to his account. This is because there is insufficient evidence of fault by the Council.
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Cumberland Council (23 018 991)
Statement Upheld Other 28-Aug-2024
Summary: Mr X complains about how the Council considered his complaint under the statutory complaints process. The Ombudsman finds fault with the Council for the delay in considering Mr X’s complaint, and for failing to provide a satisfactory remedy. The Ombudsman does not find fault with the Council for how it considered his complaint under the process. The Council has agreed to pay financial remedies to Mr X in recognition of the distress and delay caused.
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London Borough of Hillingdon (23 019 030)
Statement Upheld Other 28-Aug-2024
Summary: Mr X complained the Council failed to properly investigate recurring fly-tipping near his home. There was fault with how the Council failed to properly investigate Mr X’s reports of fly-tipping and how it communicated with him throughout 2023. The Council agreed to apologise, pay Mr X a financial remedy, carry out a thorough review of its investigation and make several service improvements.
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Sandwell Metropolitan Borough Council (23 020 355)
Statement Closed after initial enquiries Allocations 28-Aug-2024
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s housing application and his request for medical priority. This is because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.
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Birmingham City Council (23 020 612)
Statement Upheld School transport 28-Aug-2024
Summary: Mrs X complained the Council failed to properly consider her appeal for home to school transport for her child. There was some fault in the way the Council decided Mrs X’s appeal, but this would not have changed the outcome. There was additional fault as the appeal was delayed, the stage two appeal decision letter lacked detail and Mrs X was not given the opportunity to make verbal representations. The Council has agreed to apologise to Mrs X and take action to prevent recurrence of the faults.
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Hertfordshire County Council (23 021 392)
Statement Upheld Charging 28-Aug-2024
Summary: We have decided not to investigate Ms X’s complaint about Ms Y paying more than she should for her adult social care. The Council has upheld the complaint and has agreed an appropriate remedy for the injustice caused.
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Kent County Council (23 021 398)
Statement Upheld Special educational needs 28-Aug-2024
Summary: Mrs X complains the Council wrongly decided not to amend her child D’s Education, Health, and Care Plan following an annual review, and delayed in making this decision. There was fault by the Council which caused avoidable distress for D and Mrs X, and avoidable time and trouble for Mrs X. The Council agreed to pay a financial remedy and share a copy of our final decision with staff in its Children’s Complaints Team to share learning from the complaint handling faults identified.