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Lancashire County Council (23 020 361)
Statement Upheld Assessment and care plan 06-Oct-2024
Summary: Mr X complained about how the Council managed his adult son, Mr Y’s care needs, assessed his capacity to make decisions about his care and supported him and Mr Y’s mother as Mr Y’s carers. The Council delayed in resolving concerns about Mr Y’s capacity, failed to issue an up-to-date carer’s support plan and did not ensure Mr Y’s care needs were met. This caused Mr Y uncertainty and meant Mr and Mrs X had to provide additional care without appropriate support. The Council will apologise for the injustice caused, make symbolic payments to Mr Y and Mr and Mrs X and take action to resolve its concerns about Mr Y’s capacity.
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London Borough of Haringey (23 020 659)
Statement Not upheld Allocations 06-Oct-2024
Summary: Mr X complained about the Council’s handling of his housing application and said his home is overcrowded. He said this impacted his family’s physical and mental health. The Council was not at fault.
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Lancashire County Council (23 021 314)
Statement Closed after initial enquiries Special educational needs 06-Oct-2024
Summary: We will not investigate this complaint about how the Council dealt with a review of an Education Health and Care Plan. This is because delays and poor communication have not caused a significant enough injustice to the complainant and the contents of the plan has been appealed to a tribunal.
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Royal Borough of Kingston upon Thames (23 021 434)
Statement Upheld Charging 06-Oct-2024
Summary: Miss X complained the Council overcharged for her mother, Mrs Y’s care package, delayed pursuing unpaid invoices and failed to issue amended invoices even after she complained. The Council charged Mrs Y for more care than she needed and delayed issuing revised invoices following Miss X’s complaint. The Council has agreed to apologise, make a payment to acknowledge the distress and frustration caused and issue revised invoices.
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Hampshire County Council (23 011 063)
Statement Closed after initial enquiries Other 06-Oct-2024
Summary: We will not investigate Miss X’s complaint about the Council’s response to a complaint about fees charged by a nursery in receipt of government funded childcare money. There is not enough evidence of fault by the Council to warrant investigation.
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Hampshire County Council (23 011 307)
Statement Upheld Special educational needs 06-Oct-2024
Summary: the Council took too long to amend Ms M’s son B’s Education, Health and Care (EHC) Plan following a review. We have recommended a symbolic payment to acknowledge the impact of the delay. Ms M disagreed with the amended Plan and appealed to the Tribunal. We cannot investigate complaints about matters someone has appealed to the Tribunal.
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Leicester City Council (23 015 579)
Statement Upheld Special educational needs 06-Oct-2024
Summary: the Council took too long to issue Ms M’s son B’s Education, Health and Care (EHC) Plan. The Council’s apology is a suitable remedy.
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Wyre Forest District Council (23 015 700)
Statement Upheld Council tax 06-Oct-2024
Summary: Ms X complains about how the Council dealt with her council tax. The Council was at fault because it failed to consider whether it should make reasonable adjustments for Ms X. Although it did not affect the decision about Ms X’s liability for council tax, or the debt owed, fault by the Council caused her avoidable distress. The Council agreed to apologise, agree reasonable adjustments it will make for Ms X, and pay her a financial remedy. It will also issue reminders to its staff.
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Kingston Upon Hull City Council (24 001 676)
Statement Upheld Special educational needs 06-Oct-2024
Summary: Miss X complains the Council has not dealt properly with her son Y’s Special Educational Needs. The Council has not completed annual reviews for her son’s Education Health and Care Plan. Miss X suffered avoidable distress and her son missed special educational needs provision. The Council has agreed to apologise, pay Miss X £200 for distress, pay Miss X £6,000 for missed provision and review its processes.
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Milton Keynes Council (24 005 528)
Statement Closed after initial enquiries Other 06-Oct-2024
Summary: We will not investigate Miss X’s complaint about children services’ actions before May 2022. There are no good reasons the late complaint rule should not apply.