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Surrey County Council (23 017 616)
Statement Upheld Special educational needs 29-Nov-2024
Summary: Miss X complained about delays in her son, Y’s, Education, Health and Care Plan annual review process. She also complained the Council did not ensure Y received any education and EHC Plan provision. Miss X said this distressed her and Y missed education and provision. There was fault in the way the Council did not ensure Y received education and plan provision, delayed the annual review process and record keeping was poor. This fault frustrated Ms X’s appeal rights and distressed her. Y missed education and plan provision. The Council has agreed to apologise, make a financial payment, provide guidance to staff and review its policy.
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West Sussex County Council (23 017 969)
Statement Upheld Direct payments 29-Nov-2024
Summary: There was fault in the way the Council reviewed and changed a care plan. This has caused uncertainty about what the outcome would have been had all relevant matters been considered. The Council will apologise, make a symbolic payment and make service improvements. The Council has also agreed to carry out a reassessment.
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Surrey County Council (23 018 630)
Statement Upheld School transport 29-Nov-2024
Summary: Mr X complained about how the Council considers school transport applications for children in his village. We find the Council at fault for providing Mr X with incorrect information and failing to invite him to an appeal hearing or provide a written outcome to this. We do not find fault with how the Council assessed Mr X’s application or appeal. The Council has agreed to apologise to Mr X and make a payment to recognise the uncertainty caused.
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Birmingham City Council (23 018 635)
Statement Upheld Council tax 29-Nov-2024
Summary: The complainant complains about delays by the Council in preparing a new council tax account, leading to unaffordable payment requests. When the Council reset payment arrangements, it twice did not write to her. It also delayed responding to her complaint. She says this has been an incredibly stressful experience. Our decision is there was some fault by the Council in not writing to the complainant and delaying its complaint response. The Council has remedied some injustice by apologising, withdrawing reminders, summons and costs. The Council has agreed to our recommendation of a symbolic extra remedy.
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Tameside Metropolitan Borough Council (23 018 886)
Statement Upheld Special educational needs 29-Nov-2024
Summary: Miss X complained the Council failed to secure suitable alternative education provision for her child, Y, for around 12 months. We have found the Council at fault for failing to consider its section 19 duty at the correct time and for failing to secure suitable education provision. We have also found the Council at fault for its communication and complaint handling. We have made recommendations to remedy the injustice this caused. We have found the Council at fault for procedural delays when completing an annual review of Y’s EHC Plan. However, this fault did not cause an injustice. We recommend the Council act to improve its services.
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London Borough of Bromley (23 020 783)
Statement Upheld Allocations 29-Nov-2024
Summary: There was no fault when the Council provided accommodation for Ms X’s family outside of its area, nor when it failed to make a direct offer of housing. However, there was fault by the Council when it failed to ensure that mould in Ms X’s temporary accommodation was treated in good time. This meant that Ms X lived in a house in need of mould treatment for too long. The Council has agreed to take action to remedy this.
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Surrey County Council (23 021 046)
Statement Upheld Special educational needs 29-Nov-2024
Summary: Mrs X complained the Council failed to arrange suitable education for her child, G, and failed to secure the special educational provision in G’s Education, Health and Care Plan. The Council was at fault over two terms. This caused Mrs X frustration and meant G missed out on provision they should have had. To remedy their injustice, the Council will apologise to Mrs X, pay her a symbolic amount and arrange funding for G to attend enriching activities. It will also issue a staff reminder.
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Royal Borough of Kensington & Chelsea (24 002 981)
Statement Upheld Homelessness 29-Nov-2024
Summary: Mr D complained how the Council handled his case when he approached it for homelessness assistance. He says the Council delayed assessing his case and issuing decisions, it failed to communicate with him properly and there was a lack of action to resolve his homelessness. We find the Council was at fault for its significant delays in dealing with Mr D’s homeless application. The Council has agreed to our recommendations to address the injustice caused by fault.
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Worcestershire County Council (24 002 995)
Statement Upheld Special educational needs 29-Nov-2024
Summary: Mr X complained the Council delayed reviewing his son, Y’s, Education, Health and Care (EHC) Plan, and failed to provide an appropriate education since it decided he needed a special school placement in summer 2023. Mr X also complained the Council did not provide the special educational provision specified in Y’s EHC Plan. The Council was at fault. It will make a payment to Mr X to recognise the loss of educational provision to Y and the distress caused to himself. The Council will also review how it ensures provision is in place for children with EHC Plans where there is no suitable school place identified.
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Statement Upheld Other 29-Nov-2024
Summary: Ms X complained about the Council’s actions when she moved from children’s to adult’s social care. The Council failed to investigate Ms X’s complaint under the children’s statutory complaints procedure. This fault has caused avoidable frustration to Ms X. In recognition of this, the Council has agreed to apologise, pay Ms X £200 and investigate her complaint using the children’s statutory process. It has also agreed to issue staff reminders to prevent recurrence of the fault in future.