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Leicester City Council (23 015 268 fr)
Report Upheld Homelessness 28-Aug-2025
Summary: We have written this further report because the Council has refused to comply with some recommendations made in our report issued on 15 October 2024. Although the Council has complied with our service improvement recommendations and agreed to make a payment for distress, it has refused to remedy all the personal injustice caused to Ms X, by the Council’s fault. We are not satisfied with the Council’s explanation for refusing to fully remedy the personal injustice to Ms X. We have therefore issued this further report to highlight our continuing concerns.
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Cheshire East Council (24 009 262)
Report Upheld Child protection 26-Aug-2025
Summary: Miss X complained the Council excessively and disproportionately intervened after a traumatic premature birth. She said the Council wrongly considered care proceedings, put both of her children on child protection plans, and communicated poorly. Miss X said the Council’s actions scarred and traumatised her, and caused significant distress. She said the experience significantly impacted her mental health. Miss X said she felt shamed, bullied and misjudged. She said she was treated like a danger to her children during one of the most frightening, exhausting and vulnerable times of her life. Miss X said she and her children carry the emotional consequences every day.
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London Borough of Bromley (24 005 064)
Statement Upheld Other 26-Aug-2025
Summary: Mrs H complained about the care provided to her son, Mr G, by London Borough of Bromley, NHS South East London Integrated Care Board and Oxleas NHS Foundation Trust. We found fault by these organisations for their handling of Mr G’s discharge from hospital. This caused Mr G and Mrs H distress and uncertainty. The organisations will act to put matters right and review their policies and procedures to prevent similar problems occurring in future.
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Oxleas NHS Foundation Trust (24 005 064a)
Statement Upheld Mental health services 26-Aug-2025
Summary: Mrs H complained about the care provided to her son, Mr G, by London Borough of Bromley, NHS South East London Integrated Care Board and Oxleas NHS Foundation Trust. We found fault by these organisations for their handling of Mr G’s discharge from hospital. This caused Mr G and Mrs H distress and uncertainty. The organisations will act to put matters right and review their policies and procedures to prevent similar problems occurring in future.
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NHS South East London ICB (24 005 064b)
Statement Upheld Mental health services 26-Aug-2025
Summary: Mrs H complained about the care provided to her son, Mr G, by London Borough of Bromley, NHS South East London Integrated Care Board and Oxleas NHS Foundation Trust. We found fault by these organisations for their handling of Mr G’s discharge from hospital. This caused Mr G and Mrs H distress and uncertainty. The organisations will act to put matters right and review their policies and procedures to prevent similar problems occurring in future.
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Oxford City Council (24 010 298)
Statement Upheld Other 26-Aug-2025
Summary: Mr H complained about the Council’s enforcement action for unpaid business rates. And later actions, including making him a vexatious customer and a fraud investigation. Based on current evidence we find some fault with some of the Council’s communications with Mr H and with a delay in progressing the fraud investigation. These will have contributed to Mr H’s distress. The Council has agreed to carry out our recommendations.
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Manchester City Council (24 010 615)
Statement Upheld Homelessness 26-Aug-2025
Summary: Ms X complained about the way the Council handled her homelessness and housing register applications. We found some fault with how it handled Ms X’s homelessness application and how it decided her priority on the housing register. The Council agreed to apologise and make a payment to Ms X to recognise the distress caused.
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Cambridgeshire County Council (24 013 555)
Statement Upheld Assessment and care plan 26-Aug-2025
Summary: Ms B complained about how the Council dealt with her concerns about her care and support plan. The Council addressed each of Ms B’s concerns and liaised with her and the care provider. It also reviewed her care and support plan and made sure it was sufficient to meet her needs. The Council took too long to complete the review however, and it did not handle the referral for advocacy properly. This caused Ms B uncertainty and put her to time and trouble. The Council will apologise to Ms B and make a symbolic payment. The Council will also remind staff of the process for making a referral for advocacy.
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Babergh District Council (24 016 746)
Statement Upheld Allocations 26-Aug-2025
Summary: Mr X complained the Council wrongly refused to include two of his children on his housing register application and failed to consider exercising its discretion to do so. There is no evidence the Council considered whether to exercise discretion to include the two children. An apology to Mr X, further consideration of his case and reminder to officers is satisfactory remedy.
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Lancashire County Council (24 016 902)
Statement Upheld Special educational needs 26-Aug-2025
Summary: We found that the Council delayed updating Mr X’s son’s Education Health and Care Plan following a review and did not provide a suitable alternative education when his son could not attend school. We recommended an apology and a payment to reflect the lost education and distress caused.