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Kirklees Metropolitan Borough Council (24 005 959)
Statement Upheld Charging 01-Apr-2025
Summary: Ms X complained the Council was at fault when it wrongly charged for social care provision for her adult son, Mr Y and did not help her with the associated disability-related expenditure (DRE) payments. Ms X also complained the Council sent her invoices when she was not Mr Y’s appointee. The Council was not at fault when it charged Mr Y for his social care provision and was not at fault for the help provided with Mr Y’s DRE payments. The Council was at fault for sending Ms X, Mr Y’s invoices when she was not Mr Y’s appointee. This caused Ms X frustration and the Council will apologise.
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Royal Borough of Kingston upon Thames (24 006 496)
Statement Upheld Homelessness 01-Apr-2025
Summary: Mr Y complained about the Council’s actions and lack of support when he approached it for homelessness advice. This led to him to being housed out of the area and he is now ineligible for its housing register. This caused him significant distress impacting on his mental health and wellbeing. We found the Council at fault. It agreed to make an apology, pay a further symbolic payment, and make a decision about a housing register application.
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Devon County Council (24 007 194)
Statement Upheld Alternative provision 01-Apr-2025
Summary: Ms X complained about delays in the EHC needs assessment process and in issuing an EHC Plan for her daughter. Ms X also complains the Council failed to provide her daughter with a suitable education when she was unable to attend school. We found the delays in the EHC plan process and in issuing a final EHC Plan is fault. As was the failure to provide suitable alternative educational provision. These faults have caused Ms X frustration, distress and uncertainty and have meant that Y has missed out on education. The Council has agreed to apologise to Ms X and Y and make payments to remedy the injustice.
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Colchester City Council (24 007 265)
Statement Not upheld Allocations 01-Apr-2025
Summary: Mrs X complained about the Council’s handling of her housing application, specifically its decision on her bedroom entitlement. We did not find the Council to be at fault because it considered Mrs X’s request for an additional bedroom in line with its allocations policy.
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Staffordshire County Council (24 007 738)
Statement Upheld Special educational needs 01-Apr-2025
Summary: Mr B complained the Council delayed in issuing a final Education, Health and Care Plan following an annual review and failed to communicate throughout the process. We have found the Council at fault for a delay in issuing the final amended Education, Health and Care Plan and for its poor communication. These faults caused distress, frustration and uncertainty to Mr B. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.
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Devon County Council (24 011 629)
Statement Upheld Special educational needs 01-Apr-2025
Summary: Mrs X complained the Council delayed putting alternative provision in place for her child, Y and also delayed completing Y’s Education, Health and Care (EHC) needs assessment. The Council delayed considering whether to put alternative provision in place for Y which on balance meant they lost out on tuition between April and October 2024. It also delayed deciding whether to issue Y with an EHC Plan within the statutory timescales which subsequently meant a delay in issuing the final EHC Plan. The Council agreed to make payments to Mrs X to acknowledge the injustice caused.
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Staffordshire County Council (24 012 538)
Statement Upheld Special educational needs 01-Apr-2025
Summary: Ms Y complained about the time the Council took to assess her child and issue an Education, Health and Care plan. She also complained about the Council’s communication with her during the process. We found the Council at fault. It has agreed to make a recognition payment to Ms Y and to her child for the resulting injustice.
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Surrey County Council (24 012 836)
Statement Upheld Transport 01-Apr-2025
Summary: Ms X complained the Council did not deal with her application to renew a blue badge in line with law or government guidance. There was fault causing injustice because the Council did not deal with the application in line with the Equality Act 2010 or with blue badge guidance. This caused avoidable uncertainty and distress about the outcome had the Council considered Ms X’s case properly. The Council will issue an apology, make a small symbolic payment to reflect Ms X’s avoidable distress and reconsider her case.
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Care UK Community Partnerships Limited (24 012 889)
Statement Upheld Residential care 01-Apr-2025
Summary: Ms X complained about poor care in a care home including about a failure to ensure she had all her medicines and a failure to apply a device to reduce swelling after surgery. We upheld the complaint. The Care Provider will apologise and make a symbolic payment to reflect the avoidable distress and confusion.
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Broadland District Council (24 015 776)
Statement Closed after initial enquiries Licensing 01-Apr-2025
Summary: We will not investigate this complaint about the Council's handling of a licensing variation application as Mr X is not caused a level of injustice, from any alleged Council fault, that would warrant our involvement.