Decision search
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London Borough of Barnet (24 021 796)
Statement Upheld Other 14-Oct-2025
Summary: Dr X complained the Council has wrongly charged him to replace 10 paving slabs outside his house. We find the Council was at fault for how it made the decision to charge Dr X for 10 slabs. This fault caused Dr X frustration and upset. The Council has agreed to apologise to Dr X and review its decision.
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South Tyneside Metropolitan Borough Council (24 022 121)
Statement Upheld Looked after children 14-Oct-2025
Summary: Ms X complained about the Council’s actions in relation to her child, Z. We found fault because the Council failed to consider her complaint under the children’s statutory complaints procedure. This caused Ms X avoidable distress and frustration. To remedy the injustice caused, the Council will now consider Ms X’s concerns through the statutory procedure and apologise for failing to do this originally. It will make a payment to her and issue guidance to staff.
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London Borough of Hounslow (24 022 774)
Statement Upheld Special educational needs 14-Oct-2025
Summary: The Council was at fault. It did not secure Ms X’s child, Y’s, speech and language therapy (SALT) or occupational therapy (OT), had poor record keeping practices and communicated poorly with Ms X. This caused Ms X frustration and meant Y missed provision to which they were entitled. The Council will apologise to Y, make a symbolic payment to Ms X, review the impact of Y’s lost SALT and OT, consider how it can communicate with Ms X in the future and put in place service improvements.
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Gain Healthcare Ltd (24 022 869)
Statement Closed after initial enquiries Other 14-Oct-2025
Summary: We will not investigate Miss X’s complaint about the Care Provider failing to meet her neighbour’s needs. This is because there is not enough evidence of fault by the Care Provider and the injustice is not significant enough to warrant an investigation.
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Statement Upheld Charging 14-Oct-2025
Summary: The Council acknowledged failings in the way it dealt with the assessment and care planning for Miss Y before the involvement of this office, but it failed to provide an adequate remedy for the injustice caused to Miss Y and her mother.
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Statement Upheld Looked after children 14-Oct-2025
Summary: Mr X complained about the way the Council dealt with his complaints about his care under the children’s statutory complaints procedure. We have found fault by the Council, causing injustice, in failing to: properly consider all of Mr X’s concerns and time limits for accepting them; and convene a panel review. To remedy the injustice the Council has agreed to: apologise; make a payment to reflect the upset and uncertainty caused; properly consider the concerns not yet investigated, decide whether these should now be investigated under the statutory procedure and if so, a way forward; and if not, convene a panel review now for the current stage two investigation.
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Devon County Council (25 005 133)
Statement Closed after initial enquiries Domiciliary care 14-Oct-2025
Summary: We will not investigate Ms X’s complaint about the Occupational Therapist (OT) assigned to her mother, Ms M. We have already considered these matters and determined they are inseparable from matters considered by the Courts. We will also not investigate Ms X’s complaint the Council refused to change Ms M’s social worker. The Council has already assigned a new social worker to her. Further investigation would achieve nothing more.
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Statement Closed after initial enquiries Child protection 14-Oct-2025
Summary: We cannot investigate some of Ms X’s complaint about the Council’s actions regarding her children who are in foster care because the matters relate to decisions made by a court. We will not investigate the remainder because there is insufficient evidence of fault, and we cannot achieve the outcome Ms X wants.
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London Borough of Haringey (25 005 337)
Statement Closed after initial enquiries Allocations 14-Oct-2025
Summary: We will not investigate this complaint about the Council’s lack of response to Mr X’s complaint about his unsuitable housing. This is because we could not add to the investigation already carried out by the Council.
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Barnsley Metropolitan Borough Council (25 005 432)
Statement Closed after initial enquiries Special educational needs 14-Oct-2025
Summary: We will not investigate this complaint about the Council taking Mrs X’s child off the school roll, then failing to provide alternative provision. This is because some of the complaint is late without good reason, and Mrs X used her right of appeal to the SEND Tribunal for the other parts.