Decision search
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London Borough of Redbridge (24 015 484)
Statement Upheld Enforcement 28-Sep-2025
Summary: Ms F complained on behalf of her mother that the Council failed to deal with possible breaches of planning control and building regulations by her neighbour. We found the Council failed to keep Ms F updated, causing her frustration. The Council has agreed to apologise for this. There was no fault in the way the Council decided there was no breach of planning control or in the actions it took in relation to a building control breach. There was delay and poor record keeping but this did not cause injustice to Ms F or her mother.
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London Borough of Waltham Forest (24 016 161)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mr A complained on behalf of Mr B about the Council’s decision to cease Mr B’s Education, Health and Care Plan in 2020 and failure to support him to get back into education since then. We found the Council was at fault for the delay in the Education, Health and Care Needs Assessment process from March 2024 and records keeping around its decision for additional funding for Mr B’s social care support. The Council agreed to our recommendations on what to do to remedy the injustice its faults caused to Mr B.
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London Borough of Redbridge (24 017 739)
Statement Upheld Disabled facilities grants 28-Sep-2025
Summary: Mrs Y complains about delays in the Disabled Facilities Grant (DFG) process which she says have caused significant distress. We find delay in the processing of Mrs Y’s DFG which the Council will acknowledge with an apology and a symbolic payment of £500. The Council will also progress Mrs Y’s DFG referral without further delay and create an action plan to help reduce delays in DFG processing.
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Cheshire East Council (24 017 816)
Statement Upheld Charging 28-Sep-2025
Summary: Mr X complained the Council incorrectly assessed his mother’s disability related expenditure when reviewing her financial assessment linked to care costs. We found fault because the Council applied a blanket approach to the disability related costs it would write off which it should not have done. To remedy the injustice caused, the Council has agreed to apologise to Mr X and his mother, review her financial assessment, update its charging policy and guidance and share this with relevant staff.
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Bolton Metropolitan Borough Council (24 017 836)
Statement Upheld Refuse and recycling 28-Sep-2025
Summary: Mr X complains on behalf of his Mother Ms Y, that her assisted bin collections are not being carried out. We find fault with the Council for poor communication. We have suggested a financial payment for the frustration and distress caused.
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City of Doncaster Council (24 017 977)
Statement Not upheld Alternative provision 28-Sep-2025
Summary: Mrs X complains the Council failed to properly consider its Section 19 duty towards her child, Y and provide alternative education. Mrs X also says the Councils complaints handling has been poor. Mrs X says this caused her and her family distress. We have not found fault in the actions of the Council.
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Derbyshire County Council (24 018 059)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mrs X complains the Council delayed issuing her daughter’s Education Health and Care (EHC) Plan following a review. The Council did not issue the EHC Plan within the correct timescales and did not follow its complaints procedure. Mrs X suffered uncertainty and avoidable distress and her complaint was delayed. The Council offered to pay Mrs X £500 for her time and trouble and £500 for avoidable distress. This is an appropriate remedy.
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City of York Council (24 018 099)
Statement Upheld Charging 28-Sep-2025
Summary: There is no evidence that fault on the part of the Council caused the injustice which Ms X claims. Although delays in passing on information about her father’s death delayed the updating of a financial assessment, and the Council should recognise the distress that caused, it was not the fault of the Council that Mrs A, who was in a residential and not a nursing placement at the care home, was not referred to the NHS for a Continuing Health Care assessment.
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Cambridgeshire County Council (24 018 134)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Ms X complains about the Council’s delay in carrying out an annual review of her child’s Education Health and Care Plan and providing suitable alternative provision causing distress and uncertainty. We found service failure by the Council due to the delay in carrying out the annual review. We also found fault by the Council as it accepted the alternative provision did not meet the child’s needs. We have recommended a suitable remedy in this case and have completed our investigation.
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Northumberland County Council (24 003 730)
Statement Closed after initial enquiries Other 28-Sep-2025
Summary: we will not investigate Mr F’s complaint about Children’s Services because the Council has offered a remedy for the delay in its response and appointed an independent investigator so it can respond at the second stage of the statutory children’s complaints process.