Decision search
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London Borough of Hammersmith & Fulham (25 005 215)
Statement Upheld Homelessness 13-Apr-2026
Summary: Mr Q complains the Council did not properly handle his homeless application. It did not make a proper decision and then said he did not have a local connection. We uphold the complaint. The Council made a decision to not accept a new application from Mr Q based on a flawed analysis of whether he had had a change of circumstances. This will have caused him some distress and uncertainty. The Council has agreed to our recommendation of a symbolic payment as a remedy.
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Cheshire East Council (25 006 085)
Statement Upheld Assessment and care plan 13-Apr-2026
Summary: Ms H complained about the support her father received from a care home commissioned by the Council, and how they communicated with her. She said as a result he did not receive enough equipment, missed out on NHS funding, and she experienced distress. We did not find fault by the Council on the substantive parts of the complaint. However, there was some fault in the communication with Ms H which was not timely or clear. The Council will apologise to her to acknowledge the distress and uncertainty this caused.
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Cheshire East Council (25 007 240)
Statement Upheld Alternative provision 13-Apr-2026
Summary: Mrs Y complains the Council failed to ensure her child received suitable provision once they stopped attending school. In our view, the Council did not properly consider whether it had a duty to arrange alternative provision once it became aware the child was not in school. The Council also insisted on certain medical evidence which is not in accordance with statutory government guidance. The Council will complete the agreed actions to remedy the injustice caused by fault.
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Newbury Manor Limited (25 007 276)
Statement Not upheld Residential care 13-Apr-2026
Summary: Mrs X complained about failings in the care her mother, Mrs Y received while a resident at Newbury Manor Nursing Home. We found there is no evidence of fault in the actions of the Care Home.
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Hampshire County Council (25 007 418)
Statement Not upheld Looked after children 13-Apr-2026
Summary: We have completed our investigation into how the Council arranged contact between Miss X and her looked-after child. This is because we find no fault. We will not investigate whether the Council gave Miss X documents it agreed to years before. This is because it is too late.
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Nottinghamshire County Council (24 017 207)
Statement Upheld Residential care 13-Apr-2026
Summary: There was fault in some actions of the commissioned care provider which caused injustice. There was also some fault in the Council’s record-keeping for which it has apologised, but which legitimately caused Ms A anxiety and it agrees to go further to recognise that. There is no substantive evidence the Council failed to investigate Ms A’s safeguarding concerns, although it gave less weight to them than she wished.
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Kent County Council (24 019 314)
Statement Upheld Special educational needs 13-Apr-2026
Summary: The Council failed to follow the timescales in the code of practice following an annual review of an education, health and care plan, failed to put in place provision in section F and delayed responding to a complaint. That delayed Mrs X’s appeal rights, caused her distress and led to her son missing out on special educational needs provision. An apology, payment to Mrs X and introduction of a process for monitoring complaint responses is satisfactory remedy.
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Derbyshire County Council (24 023 504)
Statement Upheld Special educational needs 13-Apr-2026
Summary: The Council was at fault for the delay in producing an Education, Health and Care (EHC) Plan for Mrs X’s child, Z. The Council also failed to consider its responsibilities to provide education for Z when it became aware they were not at school, this is fault. The Council has agreed to apologise and make a payment to recognise the distress, frustration and missed provision the faults caused.
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Barnsley Metropolitan Borough Council (25 002 153)
Statement Closed after initial enquiries Child protection 13-Apr-2026
Summary: We will not investigate Mr X’s complaint that the Council shared incorrect information to the family court. This is mostly because we cannot investigate what happened in court. We also cannot achieve anything more for Mr X and his concerns about the handling of his personal data are better addressed with the Information Commissioner’s Office.
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London Borough of Hillingdon (25 004 679)
Statement Upheld Homelessness 13-Apr-2026
Summary: The Housing Ombudsman Service (the HOS) finds maladministration by the Council in respect of its handling of Miss X’s reports of noise nuisance and antisocial behaviour. The Local Government & Social Care Ombudsman (LGSCO) finds the Council at fault for failing to consider whether Miss X’s circumstances meant there was reason to believe she was homeless. However, for the reasons set out in the statement, we do not find this fault caused Miss X an injustice. Both Ombudsmen find the Council at fault for a delay in completing a risk assessment. The Ombudsmen have not found the Council at fault for how it conducted its management transfer procedure. The Ombudsmen have made orders and recommendations to remedy the injustice to Miss X and to improve the Council’s services.