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Kent County Council (24 000 779)
Statement Upheld Special educational needs 24-Oct-2024
Summary: Mrs E complained the Council delayed finalising her daughter’s Education, Health and Care Plan after an annual review in May 2023. She also complained how the Council handled her daughter’s educational provision when she stopped attending school in February 2023. We find the Council was at fault for its delays in finalising Mrs E’s daughter’s Education, Health and Care Plan after the annual review. It was also at fault for how it handled Mrs E’s daughter’s educational provision when she could not attend school. The Council has agreed to my recommendations to address the injustice caused by fault.
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Care UK Community Partnerships Limited (24 001 052)
Statement Upheld Residential care 24-Oct-2024
Summary: Mrs X complained about the standard of care she received while staying at a care home. Mrs X said this caused her health to worsen. We have found the actions of the care provider caused injustice to Mrs X. To remedy the injustice caused the care provider agreed to apologise to Mrs X, make a payment to her to recognise the distress caused and carry out a service improvement.
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London Borough of Ealing (24 001 182)
Statement Upheld Allocations 24-Oct-2024
Summary: Mr X complained the Council should have awarded his household higher housing priority. He said the Council did not have regard for the available evidence, or the impact of the accommodation, when it made its decision. We have found the Council at fault for a delay in completing its review of Mr X’s housing priority. We have made recommendations to remedy the injustice we believe this caused. We have not found the Council at fault for how it made its decision about Mr X’s housing priority. We cannot therefore question the merits of that decision.
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Statement Not upheld Assessment and care plan 24-Oct-2024
Summary: Ms Q complained about the way the Council has dealt with her requests for disability related expenses for her child. We do not consider the Council is at fault so have not recommended any remedy.
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West Lancashire Borough Council (24 002 489)
Statement Upheld Council tax 24-Oct-2024
Summary: Mr X complained the Council gave him incorrect information about the final figure owed in respect of his late father’s council tax account resulting in it demanding payment after the estate was distributed. Mr X says this caused frustration and embarrassment. The Council has now written off the outstanding balance of £136.63 which is a suitable remedy.
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Oxfordshire County Council (24 002 501)
Statement Upheld Special educational needs 24-Oct-2024
Summary: There was no delay in the process of reviewing Y and Z’s Education, Health and Care Plans when they moved to Oxfordshire. There was fault by Council officers in telling Ms X that Z would become a looked after child in order to continue to board at school. This caused Ms X and Z avoidable distress. The Council has already taken action to remedy the injustice including an apology, a symbolic payment and training for relevant staff.
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London Borough of Islington (24 003 417)
Statement Closed after initial enquiries Allocations 24-Oct-2024
Summary: Miss X complained the Council gave her the wrong priority on its housing register. We will not investigate this complaint because Miss X made it too late. Other matters Miss X complained about did not cause her a significant personal injustice.
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London Borough of Islington (24 003 536)
Statement Upheld Allocations 24-Oct-2024
Summary: Mrs X complained about how the Council decided what priority she should have on its housing register. The Council was at fault. This caused Mrs X avoidable distress and uncertainty. To remedy her injustice, the Council will apologise and pay Mrs X £200. The Council should also review the information it gives staff and medical advisors about medical assessments.
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London Borough of Waltham Forest (24 004 046)
Statement Upheld Special educational needs 24-Oct-2024
Summary: There was a delay actioning Ms X’s request for a school place for Y. There was a failure to consider carrying out an early annual review of Y’s Education, Health and Care Plan and a delay in issuing a final amended Plan. Communication was poor. This caused avoidable frustration and distress and delayed Y’s transition back to education in a school. The Council will apologise, make symbolic payments, issue an amended Plan and ensure arrangements are in place for Y to start school.
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Liverpool City Council (24 004 187)
Statement Upheld Special educational needs 24-Oct-2024
Summary: We upheld Ms X’s complaint about the failure to secure occupational therapy provision on her child Y’s Education, Health and Care Plan. The payment of £3900 and apology the Council has offered for two years of missed provision are a partial remedy. The Council will review its commissioning arrangements and arrange for the therapist delivering Y’s provision to receive the specialist training required.