Decision search
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Plymouth City Council (24 003 766)
Statement Upheld Special educational needs 06-Jan-2025
Summary: Mr and Mrs X complained the Council incurred delays in issuing an Education, Health and Care Plan for their son. They also complained the Council incurred delays in responding to their complaint. Mr and Mrs X say the Council’s actions caused avoidable stress and uncertainty to their son and the family. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and make service improvements to prevent a re-occurrence.
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Kent County Council (23 014 736)
Statement Upheld Alternative provision 06-Jan-2025
Summary: Mr X complained the Council did not provide appropriate education to his son when he was not on roll at any school and that it did not organise provision set out in his Education, Health and Care Plan. We found fault because the Council failed to deliver an appropriate level of alternative education and failed to deliver the services specified in the plan. Mr X has suffered avoidable distress and frustration and his son has missed out on some of the education he should have received. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mr X, issue reminders and guidance to relevant staff and consider reviewing some of its policies and procedures.
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Hampshire County Council (23 015 044)
Statement Upheld Residential care 06-Jan-2025
Summary: Mrs O complained about the care provided to her late husband Mr B in a nursing home. We found no evidence of fault by the nursing home in the actions it took when Mr B’s condition deteriorated and he went into hospital. We did not find fault in how the nursing home responded to the complaint. We found fault by the Council as it did not respond to Mrs O’s complaint. This fault caused Mrs O frustration. The Council has agreed to apologise to Mrs O and make improvements in how it handles complaints.
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South Africa Lodge (23 015 044a)
Statement Not upheld Other 06-Jan-2025
Summary: Mrs O complained about the care provided to her late husband Mr B in a nursing home. We found no evidence of fault by the nursing home in the actions it took when Mr B’s condition deteriorated and he went into hospital. We did not find fault in how the nursing home responded to the complaint. We found fault by the Council as it did not respond to Mrs O’s complaint. This fault caused Mrs O frustration. The Council has agreed to apologise to Mrs O and make improvements in how it handles complaints.
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NHS Hampshire and Isle of Wight ICB (23 015 044b)
Statement Not upheld Mental health services 06-Jan-2025
Summary: Mrs O complained about the care provided to her late husband Mr B in a nursing home. We found no evidence of fault by the nursing home in the actions it took when Mr B’s condition deteriorated and he went into hospital. We did not find fault in how the nursing home responded to the complaint. We found fault by the Council as it did not respond to Mrs O’s complaint. This fault caused Mrs O frustration. The Council has agreed to apologise to Mrs O and make improvements in how it handles complaints.
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Birmingham City Council (24 000 304)
Statement Upheld Alternative provision 06-Jan-2025
Summary: Ms B, on behalf of Z’s parents, complained the Council failed to provide a suitable full-time education for him between February and December 2023. This caused Z, a previously looked after child, feelings of neglect, abandonment and worthlessness. The Council failed to provide a suitable full-time education between September and December 2023 and a suitable remedy is agreed.
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Bury Metropolitan Borough Council (24 000 477)
Statement Not upheld Antisocial behaviour 06-Jan-2025
Summary: Miss X complained the Council failed to resolve a statutory noise nuisance from her neighbour. The Council is not at fault. It acted against Miss X’s neighbour following her original noise reports and considered a range of information when deciding not to take further action.
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Statement Upheld Special educational needs 06-Jan-2025
Summary: Mrs X complains the Council has failed to deal with her son Y’s education properly. The Council is at fault because it did not communicate effectively with Mrs X and Y only access part of his school provision. Mrs X suffered avoidable distress and Y missed educational provision. The Council should pay Mrs X £3,400.
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Bristol City Council (24 001 725)
Statement Upheld Homelessness 06-Jan-2025
Summary: The Council has already accepted fault for failing to provide Mr X with interim accommodation for three nights in December 2023. However, it did not offer a suitable remedy for the significant injustice this caused. The Council has agreed to apologise and increase the remedy payment to Mr X. The Council has already acted to improve its services.
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Lancashire County Council (24 001 906)
Statement Not upheld Special educational needs 06-Jan-2025
Summary: We have completed our investigation into Mrs X’s complaint about social care provision for her son. The Council assessed Y’s needs and reached its decision without fault.