Decision search
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Livewell Southwest (23 013 813a)
Statement Upheld Autism 16-Sep-2025
Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.
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London Borough of Enfield (24 009 582)
Statement Upheld Charging 16-Sep-2025
Summary: Mr X complained about Mr Y’s care charges. Mr X said Mr Y was caused distress by a large, unexpected bill. We find the Council at fault for not recording its decision making or acting on Mr X’s request for the care hours to be reduced. The Council has agreed to apologise and waive the charges.
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Haven Care Solutions Limited (24 012 911)
Statement Not upheld Domiciliary care 16-Sep-2025
Summary: Ms A complains the care provider failed to act promptly when her mother Mrs X fell in the bath. We do not find fault with the actions of the care provider. This was an unwitnessed fall and the safeguarding alert was not pursued by the Council.
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Dartford Borough Council (24 016 408)
Statement Upheld Enforcement 16-Sep-2025
Summary: Mr F complained the Council failed to take enforcement action on his reports of breaches of the construction management plan on a development next to his home. There was no fault in the Council’s planning enforcement actions. It failed to reply to Mr F in some instances but this did not cause significant injustice that warrants a remedy.
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Norfolk County Council (24 016 539)
Statement Upheld Transition from childrens services 16-Sep-2025
Summary: Ms D complains the Council failed to provide suitable support to her and safeguard her. The Council is at fault for failing to make proper transition arrangements for Ms D, to consider safeguarding alerts and for failing to complete carers’ assessments. This has caused uncertainty about whether Ms D and her family would have had services earlier which would have met their needs more suitably and reduced the distress caused by the Council’s lack of action. To remedy the complaint the Council will, apologise to Ms D and her family, make symbolic payments and service improvements.
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Staffordshire County Council (24 016 761)
Statement Upheld Special educational needs 16-Sep-2025
Summary: Mrs X complained the Council delayed beginning her child’s Education, Health and Care Needs Assessment and issuing their Education, Health and Care Plan. She said it also delayed in responding to her complaint. We found the Council was at fault for some of the delays. The Council agreed to apologise to Mrs X and make a payment to her, and another for her child’s benefit, to remedy the injustice caused in terms of uncertainty, frustration, and unmet needs.
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Wakefield City Council (24 017 615)
Statement Upheld Residential care 16-Sep-2025
Summary: Mrs X complained about the way Rosedale Care Services (Yorkshire) Limited responded to her concerns about the incident which happened to her mother when she was receiving residential care in the Sycamores Care Home. We found fault with the Council for not ensuring the care provider, delivering services on its behalf, kept proper records. This caused injustice to Mrs X and her brother. The Council has agreed to apologise and request some service improvements from Highgate Care Services Limited, which succeeded Rosedale Care Services (Yorkshire) Limited.
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Luton Borough Council (24 017 647)
Statement Closed after initial enquiries Child protection 16-Sep-2025
Summary: We will not investigate Mr X’s complaint about how the Council has dealt with safeguarding concerns raised about his children. This is because there is insufficient evidence of fault by the Council, the Information Commissioner is better placed to deal with Mr X’s concerns about a data breach, and the courts are better placed to make decisions about who his children live with.
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London Borough of Lambeth (24 018 171)
Statement Upheld Homelessness 16-Sep-2025
Summary: Mr X complained the Council failed to secure suitable temporary accommodation for him and his family. We find the Council at fault for not moving Mr X to suitable temporary accommodation, causing stress and upset. The Council has agreed to apologise and make a payment to recognise the injustice.
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Derbyshire County Council (24 018 679)
Statement Upheld Special educational needs 16-Sep-2025
Summary: Mrs X complained the Council delayed agreeing to, then completing, an Education, Health and Care (EHC) Plan, and this prevented her son, B, from accessing support. We have found that the Council is at fault for the delays. It has agreed to pay £500 in recognition of the avoidable uncertainty and inconvenience caused to Mrs X and B.