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Worcestershire County Council (24 006 129)
Statement Upheld Special educational needs 30-Mar-2025
Summary: Mrs Y complained the Council failed to provide her child, Z, with a suitable education or make appropriate alternative provision for them. We have found fault by the Council, causing injustice, in failing to: consider its duty to make arrangements for alternative provision for Z in April 2023, properly consider the type of alternative provision suitable for Z in December 2023/January 2024 and complete Z’s Education Health and Care needs assessment within the statutory timescales. The Council has agreed to remedy this injustice by apologising to Mrs Y, making a payment to reflect the distress caused and a service improvement.
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Newcastle upon Tyne City Council (24 006 963)
Statement Upheld Special educational needs 30-Mar-2025
Summary: Mrs B complained the Council failed to seek advice from an Occupational Therapist (OT) during the Education, Health and Care (EHC) needs assessment process for her daughter, C, and there were also delays. The Council was at fault for its failure to consider alternative ways to get OT advice, and for the delays. Because of the fault, Mrs B suffered distress and frustration, and it meant she continued to contact the Council for updates. Because of the delays, C also missed out on provision she should have received sooner. The Council has agreed to apologise to Mrs B and C, and make symbolic payments.
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Herefordshire Council (24 007 066)
Statement Upheld Noise 30-Mar-2025
Summary: Mr D complained the Council delayed investigating an alleged noise and light nuisance. Based on current evidence I have found the Council delayed investigating the case which meant Mr D had to wait longer than is reasonable for his case to progress. The Council will explain to the Ombudsman the actions taken to prevent a similar fault occurring.
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Durham County Council (24 007 103)
Statement Upheld Safeguarding 30-Mar-2025
Summary: Mr X complains the Council failed to arrange suitable support for him when he left hospital in April 2024, leaving him without the support he needed. The Council delayed in identifying the need to reassess Mr X’s needs, review his financial assessment with him, and review his risk management plan. These delays caused avoidable distress to Mr X, but he was left without the support he needed because he was not prepared to pay for it. The Council needs to apologise for the distress it caused and take action to improve its services.
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London Borough of Croydon (24 007 428)
Statement Upheld Domiciliary care 30-Mar-2025
Summary: Mr X complains about repeated failures by the Council’s care providers (Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon, Supreme Care Services Ltd and Abletrust Care) to support his grandmother, Mrs Y, between June 2023 and February 2024. There was fault in the care provided by Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon and Supreme Care Services Ltd which either caused harm to Mrs Y or put her at risk of harm. The Council also failed to involve Mrs Y in reviews of her needs. The Council needs to apologise to Mrs Y and make a symbolic payment to her for the distress caused. It also needs to take action to improve working practices.
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London Borough of Wandsworth (24 007 789)
Statement Closed after initial enquiries Direct payments 30-Mar-2025
Summary: We will not investigate Miss X’s complaint about the way the Council managed her transfer of care from another council and its management of her direct payment pre-paid card. This is because an investigation would not lead to any worthwhile outcomes.
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London Borough of Hounslow (24 008 966)
Statement Upheld Allocations 30-Mar-2025
Summary: Miss X complained about how the Council considered her housing application. The Council was at fault for significant delay in deciding on Miss X’s application, failing to tell Miss X of her right to ask the Council to review its decision and for failing to act on one of her review requests. This caused Miss X avoidable frustration. To remedy her injustice, the Council will apologise, invite Miss X to make a new housing application and pay her £300. The Council will also issue a staff reminder.
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London Borough of Lambeth (24 009 478)
Statement Upheld Looked after children 30-Mar-2025
Summary: Ms X complained the Council delayed investigating her complaint via the statutory children’s complaint procedure and failed to carry out recommendations it agreed to as part of the process. Ms X says the Council’s actions caused her avoidable stress and frustration. We found fault by the Council. The Council has agreed to provide an apology and financial remedy to Ms X and to carry out the actions it agreed to as part of the statutory complaints process.
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Statement Upheld Special educational needs 30-Mar-2025
Summary: We upheld a complaint from Mrs E, finding the Council failed to adequately consider her child’s access to education during the 2023-24 academic year. We also found fault in it delaying issuing an Education, Health and Care Plan following a review. We considered the injustice caused by these faults included a loss of provision for the child and distress caused to Mrs E. The Council accepted these findings. It has agreed to apologise to Mrs E and make a symbolic payment to her.
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London Borough of Bromley (24 009 671)
Statement Upheld Special educational needs 30-Mar-2025
Summary: Mrs X complains the Council failed to secure all the speech therapy set out in her child’s Education, Health and Care Plan. The Council has accepted service failure in that three sessions were missed. It has apologised and provided catch up group provision. It has agreed to also refund the cost of three private sessions Mrs X organised.