Decision search
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West Berkshire Council (24 013 536)
Statement Upheld School transport 14-May-2025
Summary: Ms B complained that the Council had unreasonably (and at short notice) removed her daughter’s bus pass for free transport to school from Ms B’s address. Based on current evidence we consider the Council did not properly consider the question of where C’s main residence was and has failed to offer an appropriate remedy for the injustice caused to Ms B and C. The Council has now agreed to apologise to Ms B, pay her £1250, consider any new application she submits and improve its procedures for the future.
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London Borough of Hammersmith & Fulham (24 004 827)
Statement Upheld Transition from childrens services 14-May-2025
Summary: Ms D complained the Council failed to carry out an occupational therapy assessment when her son, Mr J, transferred from children’s to adult’s social care services. We have found the Council significantly delayed completing an occupational therapy assessment. This delay caused Ms D avoidable frustration, uncertainty and distress. It affected the housing priority afforded to the household, creating significant uncertainty about whether Ms D missed suitable housing opportunities. The delay also means the household will live in accommodation that poses risks to their wellbeing for longer than they otherwise would have. The Council agreed to apologise and backdate Ms D's housing priority to the point Mr J transitioned to adult care services. The Council agreed to pay a financial remedy in recognition of the avoidable distress and risk of harm caused by the delay. The Council also agreed to review the case with senior officers and write to Ms D to set out its proposal for making a direct offer of suitable accommodation.
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Kent County Council (24 000 111)
Statement Upheld Assessment and care plan 13-May-2025
Summary: Mrs Y complains that her son, Mr D, was left with unmet care needs due to failures by the Council in 2023. She also says the Council did not arrange appropriate advocacy support for Mr D, did not provide information and advice about the use of direct payments and failed to consider its duties under the Equality Act. We find there was a delay in reviewing Mr D’s direct payments. The fault has created uncertainty because we cannot say if Mr D had unmet needs during the period of delay. We also find the Council did not post monthly statements of the direct payment account as agreed. The Council will apologise and make a symbolic payment of £250 to Mr D.
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Surrey County Council (24 008 742)
Statement Upheld Assessment and care plan 13-May-2025
Summary: Miss X complained about how the Council managed her care needs after the previous arrangement broke down and it did not provide her with the support or hours she needed. We found the Council at fault for significant delays with a reassessment of her needs and how it decided her care hours. The Council has agreed to apologise to Miss X, make a symbolic payment, and take action to prevent recurrence of fault.
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Hertfordshire County Council (24 008 995)
Statement Closed after initial enquiries Safeguarding 13-May-2025
Summary: We will not investigate the Council’s response to Mr X’s concerns about a third party’s involvement in his parent’s finances. This is because we are unlikely to be able to add anything to the Council’s investigation.
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Malvern Hills District Council (24 009 105)
Statement Upheld Building control 13-May-2025
Summary: Mr X complained that the Council did not properly deal with a planning application or enforcement of building regulations compliance. The Council is at fault because its communication to Mr X was not clear. The Council has provided an appropriate remedy.
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Birmingham City Council (24 010 550)
Statement Upheld Refuse and recycling 13-May-2025
Summary: Mr X complained the Council has repeatedly failed to collect his household waste and recycling as scheduled over a sustained period. He also complained the Council took three months to replace a damaged bin. We found the repeated failure to collect Mr X’s household waste and recycling is fault. As is the delay in providing a replacement bin. These faults led to an accumulation of waste which has caused Mr X inconvenience and stress. The Council has agreed to apologise and make a payment to Mr X.
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Sheffield City Council (24 011 603)
Statement Closed after initial enquiries Antisocial behaviour 13-May-2025
Summary: We will not investigate this complaint about how the Council responded to reports of anti-social behaviour. There is not enough evidence of fault to justify our involvement.
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Worcestershire County Council (24 012 293)
Statement Upheld Alternative provision 13-May-2025
Summary: Mrs X complained the Council failed to arrange alternative educational provision for her child (Y) after they became unwell and unable to attend school in the 2023/2024 school year. The Council was at fault for failing to consider alternative educational provision when Mrs X raised attendance problems in late April 2024. However, this did not cause an injustice as Y was not absent for 15 days or more which is a requirement for the Council to arrange alternative provision. Y also went on study leave five weeks after Mrs X raised attendance problems and any alternative education provision would not have been arranged before this period.
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Sandwell Metropolitan Borough Council (24 016 641)
Statement Closed after initial enquiries Safeguarding 13-May-2025
Summary: Mr X complained the NHS Trust and the Council moved his father from hospital into a care home that could not meet his needs. Mr X says the failings led to his father suffering an injury which hastened his death. Mr X also complained the Council missed carer’s assessments, which meant he missed payments. We will not investigate these complaints because there is not enough evidence of fault with the discharge planning or with how the Council dealt with a carer’s assessment request. Other complaints about earlier carer’s assessments were late.