Decision search
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Kent County Council (23 020 046)
Statement Upheld Special educational needs 12-Dec-2024
Summary: Mrs B complained about the Council’s handling of various matters concerned with their child’s special educational needs. We found fault with the Council’s delay in issuing an Education, Health and Care Plan and then for amending that plan without proper consultation. This caused injustice to Mrs B as distress and loss of opportunity to comment. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to remedy that injustice and make a service improvement to prevent a repeat.
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Statement Upheld Charging 12-Dec-2024
Summary: Mr C complains the Council delayed in sending a bill for his late brother’s residential care, and for failing to pay back his costs. The Council is at fault for a 12 month delay in completing a financial assessment but there is no fault in how it considered Mr C’s expenses. To remedy the shock, time and trouble Mr C had in receiving a large bill the Council has agreed to apologise and make service improvements.
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London Borough of Merton (23 020 972)
Statement Upheld Assessment and care plan 12-Dec-2024
Summary: There was delay by the Council in reviewing Ms Y’s care and support plan causing avoidable uncertainty. There was delay in complaint handling and a failure to provide a response, causing avoidable distress and time and trouble. The Council will make a payment, apologise, make a decision on funding and review procedures to minimise the risk of delay in future.
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Newbury Manor Limited (24 000 243)
Statement Upheld Residential care 12-Dec-2024
Summary: Mrs X complains about the care provided to her deceased mother Mrs Y at Newbury Manor Nursing Home (the Care Provider). We find fault with the Care Provider for failing to follow Mrs Y’s drink chart, poor communication with Mrs X, failing to keep the family updated, and poor service to the family when Mrs Y died. We have agreed remedies with the Care Provider for the injustice caused.
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North Lincolnshire Council (24 000 255)
Statement Not upheld Charging 12-Dec-2024
Summary: Mrs X complained about how the Council calculated what she should pay towards her care. There was no fault in the way the Council reached its decision about which of her purchases were disability-related expenditure and which were normal household expenses.
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Newcastle upon Tyne City Council (24 000 692)
Statement Upheld Alternative provision 12-Dec-2024
Summary: there was delay issuing Ms M’s son B’s Education, Health and Care (EHC) Plan, and problems with the tuition arranged by the Council when he did not attend school. The Council has completed a thorough investigation and offered a satisfactory remedy.
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Derbyshire County Council (24 003 369)
Statement Upheld Charging 12-Dec-2024
Summary: Ms C complains the Council failed to properly advise her of residential care charges. The Council has accepted fault and agreed to apologise and waive an outstanding charge.
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Lancashire County Council (24 003 421)
Statement Closed after initial enquiries Safeguarding 12-Dec-2024
Summary: We will not investigate Mrs X’s complaint about the way the Council responded to her safeguarding concerns about her relative. This is because the complaint does not meet the tests in our Assessment Code. We are unlikely to find evidence of fault to warrant investigation.
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East Sussex County Council (24 001 348)
Statement Upheld Special educational needs 12-Dec-2024
Summary: Miss F complained on behalf of her adult daughter that the Council had failed to make special educational needs provision for her. We found fault which caused distress and lack of provision. The Council has agreed to apologise and make payments to remedy that injustice.
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Wiltshire Council (24 001 707)
Statement Upheld Alternative provision 12-Dec-2024
Summary: Mrs F complained the Council delayed reassessing her son’s education, health and care needs and failed to put alternative provision in place. We found fault. The Council has agreed to make a payment to remedy the injustice caused.