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Cambridgeshire County Council (24 009 633)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mrs X complained the Council failed to ensure her children D and P received the special educational needs provision in their Education, Health, and Care Plans. D and P did not receive all the provision in their Plans and the Council failed to properly investigate when Mrs X raised concerns about this. This meant D and P missed provision, and caused distress to D, P, and their parents. The Council agreed to apologise, pay a financial remedy, and issue reminders to its staff.
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Devon County Council (24 010 136)
Statement Upheld Child protection 24-Jun-2025
Summary: Mrs X complains the Council did not deal with a child protection issue properly, resulting in avoidable distress. The Council is at fault because it failed to deal with a child protection issue and took too long to investigate. Mrs X and her family suffered delay and avoidable distress. The Council should pay Mrs X £500 for time and trouble, pay Mrs X £2000 for avoidable distress and re-issue its final written response to the investigation.
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Reading Borough Council (24 010 609)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mr X complained about the Council’s handling of the annual review of his child’s Education, Health and Care Plan. We found avoidable delay by the Council in completing the annual review which added to Mr X’s frustration. The Council had already apologised to Mr X and offered him a symbolic payment of £600. We found the offer made by the Council suitably addressed the injustice to Mr X caused by its avoidable delay.
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Statement Upheld Special educational needs 24-Jun-2025
Summary: Ms C complained the Council delayed completing an education, health and care needs assessment, failed to provide alternative education and delayed responding to her complaint. The Council failed to comply with the timescales for the needs assessment and delayed issuing a final education, health and care plan, delayed putting in place alternative education and delayed considering Ms C’s complaint. That meant Ms C’s daughter missed out on education and Ms C experienced frustration and uncertainty. An apology and payment to Ms C is satisfactory remedy.
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Statement Upheld Alternative provision 24-Jun-2025
Summary: Ms X complained the Council failed to fulfil its duty to provide alternative provision when her son, Z, was unable to attend school. We have found the Council at fault for repeatedly failing to consider whether it owed a section 19 duty. This caused Z an injustice in the form of lost education provision between January 2024 and May 2024. We have not found the Council’s faults caused an injustice before January 2024. We have not investigated a loss of provision after May 2024, for the reasons set out in this statement. We have also found the Council at fault for its communication and complaints handling. The Council has agreed to apologise, increase the financial remedy previously offered, and provide guidance to relevant officers.
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Leicestershire County Council (24 012 029)
Statement Upheld Domiciliary care 24-Jun-2025
Summary: Mrs H complained a Care Provider wrongly told her that her mother, Mrs G, would not have to pay for care she received at home for six weeks. We did not uphold the complaint. While there was some evidence to support Mrs H’s account and some poor complaint handling by the Provider, this did not cause Mrs G or Mrs H an injustice.
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Kent County Council (24 012 466)
Statement Upheld Disabled children 24-Jun-2025
Summary: Miss B complained the Council has taken away respite support provided for her disabled son, without considering the impact on her. The Council was at fault for its failure to consider Miss B’s complaint through the children’s statutory complaint procedure. Because of the fault, Miss B suffered distress and frustration. The Council has agreed to apologise to Miss B and consider her complaint through the children’s statutory complaint procedure.
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London Borough of Southwark (24 013 449)
Statement Upheld Allocations 24-Jun-2025
Summary: Mr X complained that for many months the Council had failed to consider his application for a change of his priority banding on medical grounds. We found fault with the Council for its significant delay to consider Mr X’s application and its failure to send its decisions to Mr X in writing and tell him about his right to ask for a review. The Council’s fault caused injustice to Mr X. The Council has agreed to apologise, backdate Mr X’s higher priority banding and make a symbolic payment to recognise his uncertainty and distress. The Council has also agreed to carry out some service improvements.
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Gloucestershire County Council (24 013 518)
Statement Upheld Special educational needs 24-Jun-2025
Summary: Mrs F complained the Council delayed assessing her daughter’s education, health and care needs and failed to provide home to school transport. There was fault which caused injustice as Mrs F’s children missed out on education. The Council has agreed to make a payment to Mrs F to remedy this.
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Dudley Metropolitan Borough Council (24 013 603)
Statement Upheld Antisocial behaviour 24-Jun-2025
Summary: Mrs D complained the Council failed to properly investigate anti-social behaviour or carry out an anti-social behaviour case review. We found fault which caused Mrs D distress. To remedy this the Council has agreed to apologise and take action on the case as set out at the end of this statement.