Decision search
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London Borough of Newham (24 018 863)
Statement Upheld Homelessness 21-Sep-2025
Summary: Mr X complains the Council failed to provide him with interim accommodation when he made a second homelessness application in July 2024. The Council was at fault for ending interim accommodation too early after Mr X made a homelessness application in July 2024. It also delayed in completing his review request. This left Mr X homeless and caused avoidable distress and uncertainty. The Council will apologise, make a financial payment, and remind staff of the correct legal duties.
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Surrey County Council (24 019 139)
Statement Upheld Alternative provision 21-Sep-2025
Summary: The Council failed to consult sufficient school placements for Ms X’s child, Y, when they stopped attending school. The Council also failed to properly consider whether the alternative provision it offered Y was reasonably accessible to them and failed to ensure Y received key therapies in their Education, Health and Care Plan. The Council’s faults have caused Y and Ms X uncertainty and caused Y to avoidably miss out on special educational provision for eleven months. The Council has paid Ms X £3,250 to recognise the injustice caused by these faults. We have also recommended that the Council make service improvements.
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Teignbridge District Council (24 020 107)
Statement Not upheld Other 21-Sep-2025
Summary: Ms F complained the Council misinformed her about her father’s Community Infrastructure Levy relief application and failed to properly communicate and apply her requested reasonable adjustments. She said as a result she experienced unnecessary distress and had financial costs. We found no fault by the Council. It reached decisions in line with the relevant regulations and had regard to her reasonable adjustments when it became aware of her request.
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Norfolk County Council (24 020 292)
Statement Upheld Charging 21-Sep-2025
Summary: Mr X complained the Council provided incorrect and misleading information about funding his mother’s residential care. We found the Council at fault because of poor communication and delay which caused avoidable distress, frustration and uncertainty. The Council has agreed to apologise and make a symbolic payment to Mr X and take action to improve its service.
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Worcestershire County Council (24 020 635)
Statement Upheld Charging 21-Sep-2025
Summary: Mrs B complained on behalf of her father, Mr C that the Council had failed to make reasonable adjustments to ensure Mr C could read and understand financial information about his care costs, despite knowing he had a visual impairment. We found fault in the Council’s actions which meant Mr C did not understand he had to pay his care costs allowing a large debt to build up over nearly two years. This caused Mr C uncertainty and distress and Mrs B distress on receiving the invoice. The Council has agreed to apologise to Mrs B and Mr C, make symbolic payments to them both and improve its procedures for the future.
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Surrey County Council (24 021 602)
Statement Not upheld Child protection 21-Sep-2025
Summary: Ms X complained about the Council’s handling of a safeguarding investigation following the death of her baby. She said it failed to include critical medical evidence in its safeguarding report. The Council was not at fault. It carried out the safeguarding enquiry in line with relevant law and policy.
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Hampshire County Council (24 002 186)
Statement Upheld Alternative provision 21-Sep-2025
Summary: The Council was at fault. It provided Mrs X’s child ,Y, with intermittent alternative provision and did not provide all the special educational provision to which they were entitled. Y’s father, Mr X was caused frustration supporting Y. The Council will apologise and pay £1,250 to Mrs X to acknowledge Y’s missed education and provision and make a symbolic payment of £300 to Mr X. The Council has already put in place actions to improve its service.
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East Sussex County Council (24 011 027)
Statement Upheld Alternative provision 21-Sep-2025
Summary: Mrs X complained that the Council delayed in providing alternative education to her daughter and that, when it was provided, it was unsuitable. We find that there was fault by the Council on the first complaint and a lost opportunity on the second but with limited injustice. The Council has agreed to make symbolic payments for the loss of education and opportunity. The Council has already amended its alternative education policy for pupils medically unfit to attend school and has agreed to consider further service improvements.
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Slough Borough Council (24 011 804)
Statement Upheld Special educational needs 21-Sep-2025
Summary: Ms X complained the Council did not provide a school placement for her child Y who should have started Reception class in September 2023. There was fault causing injustice. Y’s amended Education, Health and Care Plan with her educational placement was delayed by about eighteen months. She did not receive any educational provision between September 2023 and the end of June 2024 which was not in line with legal requirements. Complaint handling was poor. The Council will apologise and make a payment of £500 to reflect avoidable distress, time and trouble and delay in appeal rights. It will also make a payment of £7000 to reflect Y’s lost educational provision.
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Surrey County Council (24 014 057)
Statement Upheld Disabled children 21-Sep-2025
Summary: Ms X complained the Council refused her request for overnight care for her disabled child Y and did not deal with her complaint about this adequately. There was a delay in agreeing funding and the decision-making process was not made clear to Ms X causing her avoidable frustration and confusion. The Council will apologise and make a symbolic payment