Decision search
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Southampton City Council (23 014 153)
Statement Upheld Friends and family carers 14-Jan-2025
Summary: The Council was at fault for the support it offered Mrs B while she privately fostered a child. It delayed her financial support and the child’s support plan. And it failed to do a safeguarding investigation after saying it would. It has agreed to apologise to Mrs B and will pay her a symbolic financial remedy to recognise her injustice. It will also take steps to improve its service.
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Royal Borough of Kensington & Chelsea (23 014 464)
Statement Upheld Allocations 14-Jan-2025
Summary: Ms X complained about how the Council handled her homelessness and housing case. She also complained about the Council’s delays and failure to resolve all the disrepair issues at her temporary accommodation. There were some faults by the Council which caused injustice to Ms X. The Council will take action to remedy the injustice caused.
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Slough Borough Council (23 016 571)
Statement Upheld Special educational needs 14-Jan-2025
Summary: There was fault by the Council in failing to secure all the special educational provision on Y’s Education, Health and Care Plan between September 2023 and July 2024 causing a loss of educational provision. Complaint handling was not in line with the Council’s procedures, causing avoidable distress and time and trouble. The Council will apologise, make payments for Y and Ms X and will remind officers about their discretion to accept late requests from a complainant to escalate to the final stage of the complaints’ procedure.
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London Borough of Hillingdon (23 016 587)
Statement Upheld Assessment and care plan 14-Jan-2025
Summary: Miss X complained about the Council’s lack of action when she reported serious concerns for her brother, Mr Y. She said there have been significant delays which are ongoing. We find the Council was at fault. This caused significant distress to Miss X and Mr Y. We make several recommendations to address this injustice caused by fault.
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London Borough of Harrow (23 019 978)
Statement Upheld Homelessness 14-Jan-2025
Summary: Miss X complains the Council unreasonably refused to remedy the time she and her family were in bed and breakfast accommodation and made offers of unsuitable accommodation. The Ombudsman finds fault with the Council for its handling of Miss X’s homelessness case, and for its failure to properly consider her complaint under the complaints process. The Council has agreed to pay Miss X financial remedies and carry out service improvements.
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Cumberland Council (24 001 355)
Statement Upheld Highway repair and maintenance 14-Jan-2025
Summary: Mr X complained the Council delayed taking action following his reports of flooding on a road near to his property. Mr X also complained the Council did not adequately respond to his requests for information about the issue. He says the Council’s actions meant he had to take alternative routes for several months when travelling to and from his address. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy to Mr X and remind its staff to respond to service users in a timely and suitable manner.
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Essex County Council (24 001 566)
Statement Upheld Looked after children 14-Jan-2025
Summary: Mrs X complained the Council failed to safeguard her child and failed to carry out correct assessments. Mrs X said this caused her child permanent physical scars, and caused her unnecessary and avoidable distress and frustration. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and make a payment to reflect the injustice caused.
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Royal Borough of Kensington & Chelsea (24 001 739)
Statement Upheld Homelessness 14-Jan-2025
Summary: Mr X complained the Council did not take appropriate action to resolve reports of disrepair in the temporary accommodation it provided. Mr X also complained the Council declined his request to review its decision to discharge its duty to accommodate him. He says the Council’s actions caused him avoidable stress and worry. We found some fault by the Council. The Council has agreed to provide an apology and a financial remedy to Mr X.
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West Sussex County Council (24 002 369)
Statement Upheld Other 14-Jan-2025
Summary: Mrs X complained on behalf of her son Mr Y, that the Council failed to take action to provide him suitable independent living. There was delay and a lack of specific information about housing which was crucial to the process and which caused significant distress to Mrs X and her health while she continued to provide a significant level of care to Mr Y. A suitable remedy for the injustice caused by the fault is agreed.
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Devon County Council (24 002 562)
Statement Upheld Traffic management 14-Jan-2025
Summary: Mr X said the Council did not properly consider his complaint about heavy goods vehicles that pass his house which is a health and safety issue. The Council is at fault for failing to reassess the situation and delay in corresponding with Mr X.