Decision search
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East Sussex County Council (24 016 786)
Statement Upheld Special educational needs 21-Oct-2025
Summary: The Council was at fault for causing a short delay when deciding Ms X’s daughter’s special educational needs support. It also caused a delay in sending a copy of the support plan to Ms X. It has already apologised to Ms X and has made service improvements. It has now also agreed to offer her a small, symbolic payment to recognise her injustice.
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Staffordshire County Council (24 017 165)
Statement Not upheld Assessment and care plan 21-Oct-2025
Summary: Ms C complains the Council has not assessed her care needs properly and Council commissioned care agencies were inadequate. There was no significant injustice caused by the care agencies commissioned by the Council and no fault in the Council’s decision to reduce services.
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Suffolk County Council (24 017 247)
Statement Upheld Other 21-Oct-2025
Summary: Mr X complained the Council failed to act on safeguarding concerns, delayed providing support for his disabled son, and restricted the investigation of his concerns. The Council was at fault in how it responded to safeguarding concerns, delayed support under a Child in Need assessment, and handled both the complaints process and the Stage 2 investigation. The Council has agreed to our recommendations.
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London Borough of Redbridge (24 017 686)
Statement Upheld Charging 21-Oct-2025
Summary: Ms C complains the Council commissioned care provider, Bio Luminuex Healthcare Ltd, failed to provide suitable care and falsified records. Ms C also complains the Council failed to provide proper support for her mother, Mrs D, after she left a care home. The Council is at fault for failing to properly assess Mrs D’s needs before she returned to the community and for inadequate services it commissioned. To put things right the Council has agreed to waive an existing invoice of over £1700, apologise to Mrs D and Ms C for the distress and frustration its actions caused; and make service improvements which include the quality monitoring of the care provider.
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London Borough of Newham (24 019 833)
Statement Upheld Special educational needs 21-Oct-2025
Summary: Ms X uses a personal budget to pay for her child’s special educational needs provision in school. The Council failed to provide Ms X with a right of review when it decided to end her child’s personal budget. The Council also failed to ensure Ms X was sent a direct payment agreement in advance, setting out how the budget should be used. Ms X’s child did not miss out on any provision because of these faults. However the Council’s actions have caused Ms X frustration and uncertainty. To recognise the injustice caused, the Council has agreed to apologise to Ms X and take action to improve its services.
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East Sussex County Council (24 021 545)
Statement Not upheld Traffic management 21-Oct-2025
Summary: Mr F complained about the Council’s refusal to relocate a disabled parking bay. We found no fault.
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London Borough of Waltham Forest (24 021 596)
Statement Upheld Special educational needs 21-Oct-2025
Summary: We will not investigate this complaint about the Council’s actions relating to an Education, Health, and Care Plan. Parts of the complaint are late, and other parts had an alternative legal remedy. Nor will we investigate the delays in completing an annual review, because the Council has agreed to a suitable remedy for Miss X’s injustice. There are no wider public interest issues to justify investigating this complaint.
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Manchester City Council (24 004 087)
Statement Upheld Special educational needs 21-Oct-2025
Summary: The Council failed to review Miss X’s child, Y’s, Education, Health and Care (EHC) Plan for nearly two years. It also delayed responding to Miss X’s complaint. This caused Miss X prolonged uncertainty and frustration. During this time Y stopped attending school and struggled to access alternative provision. The Council has agreed to apologise, review Y’s EHC Plan and make a payment to Miss X. It should also review its EHC Plan review processes.
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Blackburn with Darwen Council (24 012 497)
Statement Upheld Assessment and care plan 21-Oct-2025
Summary: Mrs C complained that the Council had significantly reduced her care and support hours without adequate justification, which was causing her and her husband significant distress and inconvenience. We found some fault in the second assessment in October 2024. But we also found that Mrs C has not taken up offers of reablement care to provide more evidence of her care and support needs. The Council has agreed to offer Mrs C a period of reablement care followed by a review of the assessment from October 2024.
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Leicestershire County Council (24 016 108)
Statement Upheld Domiciliary care 21-Oct-2025
Summary: Mrs X complained the Council failed to ensure her mother, Mrs Y, had suitable care at home. The Council was at fault. It was also at fault in how it decided that it would not take action to safeguard Mrs Y’s welfare. The faults caused Mrs X significant distress and uncertainty, for which the Council will apologise and pay her £300. It will also issue a staff reminder to prevent similar fault in future.