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Statement Upheld Community hospital services 25-Mar-2026
Summary: Mrs X complained about the actions of Leicestershire County Council (the Council), Leicestershire Partnership NHS Trust (the Trust) and HC-One Ltd (the Provider). She complained about faults in the way her late brother Mr Z was discharged from hospital, in his residential care and in the handling of concerns, safeguarding and complaints. We upheld elements of all three complaints. We recommended the organisations apologise and provide remedies to Mrs X. We also recommended service improvements. The organisations accepted our recommendations, so we have completed our investigation.
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Surrey County Council (24 023 478)
Statement Upheld Special educational needs 25-Mar-2026
Summary: The complaint is about how the Council responded to a complaint, about Mrs E’s son’s Education, Health and Care Plan. The Council did not arrange occupational therapy that was in the Plan, the complaint responses were inadequate and the Council did not provide the remedies it said it would. We uphold the complaint. The Council delayed providing the therapy sessions, did not issue a decision following a review and did not ensure the child received as much educational provision as he was able to after he stopped attending school. The Council’s complaint responses were also inadequate. This caused distress to Mrs E and her son likely missed educational provision. The Council has agreed to apologise and make symbolic payments as a remedy.
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Westminster City Council (25 000 467)
Statement Upheld Allocations 25-Mar-2026
Summary: There was fault by the Council in how it handled Mrs K’s housing and homelessness applications and how it communicated with Mr X, who was acting on her behalf. The Council’s shortcomings caused them both distress, uncertainty, confusion, and frustration. The Council will apologise to Mrs K and Mr X and make symbolic payments to them both.
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Avery Homes (Nelson) Limited (25 000 857)
Statement Upheld Residential care 25-Mar-2026
Summary: Ms X complained about the standard of care provided to her late relative, Mrs Y, by the Care Provider where she lived. We found the actions of the Care Provider caused avoidable injustice to both Mrs Y and Ms X. To remedy this injustice, the Care Provider has agreed to apologise to Ms X.
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Warwickshire County Council (25 001 682)
Statement Not upheld Assessment and care plan 25-Mar-2026
Summary: Mr F complained the Council failed to properly assess his care and support needs under the Care Act 2014. We found no fault.
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London Borough of Croydon (25 002 070)
Statement Upheld Homelessness 25-Mar-2026
Summary: Mrs D complains about the handling of her homelessness application. I have found some fault by the Council including a failure to include medical needs information in the personalised housing plan. The Council has agreed to apologise to Mrs D and pay redress for avoidable time and trouble caused by delays and errors.
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London Borough of Tower Hamlets (25 003 197)
Statement Upheld Special educational needs 25-Mar-2026
Summary: Miss F complained the Council failed to provide her son with the special educational needs support set out in his EHC plan, delayed issuing a new plan and failed to secure an exam centre for his GCSEs. We found fault which caused Miss F’s son to miss some provision and to miss out on taking most of his GCSEs. The Council has agreed to apologise and make symbolic payments to remedy this injustice.
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Hertfordshire County Council (25 004 379)
Statement Closed after initial enquiries Special educational needs 25-Mar-2026
Summary: Miss X complained the Council named unsuitable schools in her child’s Education, Health and Care Plans and failed to provide them with a suitable education when they could not attend those schools. We cannot investigate this complaint because Miss X appealed the Education, Health and Care Plans to a tribunal and the law says we cannot investigate any matter connected to an appeal made to a tribunal.
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London Borough of Croydon (25 004 635)
Statement Upheld Domiciliary care 25-Mar-2026
Summary: Miss Y complained on behalf of her relative, Ms X, that the Council failed to safeguard Ms X from neglect by her care provider. She said carers did not always stay for the full visit time, did not complete tasks and Ms X did not always have adequate food. Miss Y also said the Council suggested she had a conflict of interest when acting as Ms X’s advocate and did not properly investigate her concerns. We found there is no significant injustice caused by any fault in the Council’s actions.
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Bristol City Council (25 005 256)
Statement Closed after initial enquiries Alternative provision 25-Mar-2026
Summary: We will not investigate Miss X’s complaint about the Council failing to provide alternative education for her child, because there is insufficient evidence of fault.