Decision search
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Surrey County Council (24 023 133)
Statement Upheld Special educational needs 16-Dec-2025
Summary: There was fault by the Council. The Council delayed issuing an EHC Plan after an annual review, an injustice which the Council remedied by a symbolic payment before the complaint came to the Ombudsman. The Council also failed ensure a child had transport to an alternative provision which was intended to be made by the provider. The Council failed to consider whether a child could manage more than the part time alternative educational provision made for three terms. A symbolic payment and reimbursing mileage costs remedies the injustice caused to the family.
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London Borough of Islington (25 000 077)
Statement Upheld Assessment and care plan 16-Dec-2025
Summary: Ms C complained about the Council’s handling of an occupational therapy assessment and support for her family. The Council’s accepted fault for causing delays and how it communicated with her. It was also at fault for causing delays in its complaints handling. The Council’s apology and proposed remedy was not enough to acknowledge the inconvenience and uncertainty she experienced. The Council will therefore make an increased symbolic payment.
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Derbyshire County Council (25 001 657)
Statement Upheld Fostering 16-Dec-2025
Summary: Ms X complained about delays in processing her application for a house extension. The Council investigated Ms X’s complaint under the statutory children’s complaints procedure without fault but it failed to complete agreed recommendations without delay causing Ms X avoidable distress and uncertainty. The Council agreed to apologise to Ms X and ensure it has procedures in place to monitor and carry out recommendations made as part of the statutory complaints process in a timely manner.
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Birmingham City Council (25 002 155)
Statement Closed after initial enquiries Enforcement 16-Dec-2025
Summary: We will not investigate this complaint about a planning enforcement matter because there is not enough evidence of fault to justify investigating and further investigation would not lead to a different outcome.
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Wirral Metropolitan Borough Council (25 002 941)
Statement Closed after initial enquiries Other 16-Dec-2025
Summary: We cannot investigate Mr X’s complaint about a school and its head teacher, nor the actions of the Council dealing with his correspondence and complaints to it about these matters.
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Birmingham City Council (25 003 129)
Statement Upheld Refuse and recycling 16-Dec-2025
Summary: Miss X complained that although she should receive assisted collections the Council has repeatedly failed to collect her household waste despite collecting her neighbours’ waste. We found the repeated failures in the assisted collection service the Council provided to Miss X is fault. This fault has caused Miss X an injustice. The Council will apologise and make a payment to Miss X.
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Lancashire County Council (25 003 408)
Statement Upheld Special educational needs 16-Dec-2025
Summary: The Council was at fault for failing to provide Miss X’s child, Y with all the special educational provision they were entitled to in their Education Health and Care (EHC) Plan. It was also at fault for failing to keep under review the alternative educational provision provided to Y when they were unable to attend school. Poor communication also added to Miss X’s frustration. The Council has agreed to apologise and make a payment to acknowledge the missed education, delayed appeal rights, distress and frustration caused.
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Danforth Care No. 1 Limited (25 004 224)
Statement Upheld Residential care 16-Dec-2025
Summary: Ms X complained about poor service during her respite stay at Heatherton House, and the care provider’s failure to escalate her concerns. She left early due to the undue distress caused. Ms X received a partial refund for the unused days since making the complaint to us. The evidence shows there was fault in the service, which the care provider acknowledged in its stage 1 response. Following our enquiries, the care provider offered a full refund for the whole stay, which is an appropriate outcome.
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Hertfordshire County Council (25 004 337)
Statement Upheld Special educational needs 16-Dec-2025
Summary: Mrs X complained the Council failed to provide suitable alternative provision when her child was out of school and failed to issue her child’s final amended Education, Health and Care Plan within the statutory timescales. We find the Council at fault for not arranging alternative provision and for failing to issue a final amended Plan. The Council has agreed to apologise, make a symbolic payment to Mrs X, issue the final amended Plan, and provide an update on the actions it is taking to improve its annual review processes.
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London Borough of Barking & Dagenham (25 005 370)
Statement Upheld Special educational needs 16-Dec-2025
Summary: We will not investigate this complaint about the Council’s actions while Miss X’s child was out of school, including delays in finalising their Education, Health, and Care Plan. The Council has upheld Miss X’s complaint and proposed a suitable financial remedy for Miss X’s injustice. There are no wider public interest issues to justify investigating.