Decision search
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London Borough of Redbridge (24 019 152)
Statement Upheld Charging 29-Sep-2025
Summary: There was fault by the Council because it failed to carry out a review of Mr X’s care needs in good time. This caused uncertainty that the Council fully understood his changing needs. The Council has a new policy to deal with people who are awaiting care need reviews, but it should also apologise to Mr X and his daughter who acts on his behalf, and make a symbolic payment to them both. There was no fault in how the Council handled the care charges. I have not investigated the other complaints brought on his behalf because these were not made to us on time.
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Leeds City Council (24 019 392)
Statement Upheld Assessment and care plan 29-Sep-2025
Summary: Mrs Y complained the Council wrongly assessed Mr X’s care needs and did not pay for his care. She says this caused her unnecessary distress and financial strain. We find the Council at fault which caused Mrs Y limited injustice. We find the action taken by the Council has remedied the injustice caused.
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Lancashire County Council (24 002 668)
Statement Upheld Alternative provision 29-Sep-2025
Summary: The Council was at fault. It did not complete Miss X’s child, Y’s annual review in 2023 and delayed completing Y’s next annual review. It failed to make a decision on amendments to Y’s Education, Health and Care (EHC) Plan and subsequently delayed issuing it. The Council also failed to monitor Y’s alternative provision package. These faults caused Miss X frustration, distress and uncertainty and impacted on Y’s education. The Council will apologise to Miss X and make a symbolic payment to her. The Council has already put in place actions to improve its service.
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Gloucestershire County Council (24 002 984)
Statement Upheld Child protection 29-Sep-2025
Summary: Ms B complained about the Council’s children services following a child protection intervention. We upheld the complaint. While we found the Council had evidence that justified placing Ms B’s children on child protection plans, there were later faults in its case management. Some of these it had previously recognised. But our investigation found specific flaws around the circumstances where Ms B’s son entered foster care for a time. We considered this caused injustice, as distress. The Council accepted these findings and at the end of this statement, we set out action it has agreed to remedy that injustice.
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London Borough of Newham (24 006 226)
Statement Upheld Homelessness 29-Sep-2025
Summary: Ms X complained about the Council’s handling of her temporary homeless accommodation. We found fault because Ms X and her family have been living in unsuitable accommodation since June 2021. This caused Ms X and her family avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise, make symbolic payments to her and update her on its current position in finding her new accommodation.
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Hampshire County Council (24 012 589)
Statement Upheld Alternative provision 29-Sep-2025
Summary: Mrs X complained the Council delayed putting alternative provision arrangements in place when her child Z stopped attending school and did not fully secure the provision in Z’s EHC Plan. Mrs X also complained the Council delayed deciding an application for transport assistance, and about the Council’s communication and complaints handling. We have found the Council at fault. We find Z’s missed education provision is likely to be offset by future provision, mitigating this injustice. However, there is a shortfall in therapy provision yet to be addressed. We also find Mrs X experienced avoidable distress and uncertainty because of the Council’s faults. The Council has agreed to provide a written apology and pay a symbolic financial remedy to recognise Mrs X’s avoidable distress. The Council has also agreed to decide Mrs X’s application for transport assistance and set out a proposal to offset Z’s lost therapy provision over upcoming academic years.
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Bracknell Forest Council (24 012 989)
Statement Closed after initial enquiries Councillor conduct and standards 29-Sep-2025
Summary: Summary: We will not investigate this complaint about the Council’s handling of Councillor standards complaint against Mrs X. This is because there is not enough evidence of fault to justify investigation.
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Essex County Council (24 019 531)
Statement Upheld Special educational needs 29-Sep-2025
Summary: Mrs X complained about the Council’s delays in completing her daughter’s (Y) Education Health and Care needs assessment and in issuing her final Educational Health and Care Plan. We found fault in the Council’s failure to comply with the statutory timescales. The Council’s fault caused injustice to Y and Mrs X. The Council has agreed to apologise and make a symbolic payment.
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London Borough of Newham (24 019 767)
Statement Upheld Special educational needs 29-Sep-2025
Summary: The Council failed to provide Mrs X’s child, Y, with specialist provision from their Education, Health and Care (EHC) Plan. The Council has agreed to apologise to Mrs X for the distress and frustration the matter caused her and make her a symbolic payment for the specialist provision Y did not receive.
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West Northamptonshire Council (24 020 329)
Statement Upheld Special educational needs 29-Sep-2025
Summary: Mrs X complained about delays in issuing a final Education, Health and Care Plan for Y, delays in securing educational provision for Y, and delays in reimbursing her for the costs of therapies she funded herself. We find the Council at fault, causing frustration and uncertainty for Mrs X. The Council has agreed to apologise and make a payment to recognise the injustice.