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Wokingham Borough Council (23 016 971)
Statement Upheld Special educational needs 12-Dec-2024
Summary: We found fault in the Council’s failure to provide suitable education for the complainant’s son (Y) from the end of February until mid-June 2023, in its failure to ensure all Y’s special educational provision were delivered to him and in the way the Council dealt with the complainant’s (Ms X) complaint. We did not find fault in the Council’s personal budget process. The Council’s fault caused injustice to Y and Ms X. The Council agreed to apologise, make symbolic payments and review its complaint handling.
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Lancashire County Council (23 017 389)
Statement Upheld Safeguarding 12-Dec-2024
Summary: Mrs X made some serious complaints about neglect during her late mother’s eight week stay at the Council’s commissioned care provider, the sands care home, before she died. She said the Council failed to complete adequate safeguarding investigations. We find the Council was at fault. This caused significant distress to Mrs X. To address this injustice caused by fault, the Council has agreed to make several recommendations.
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Statement Upheld Special educational needs 12-Dec-2024
Summary: Mrs X complained her son, A, was not provided with a suitable education and therapies during the period he was unable to attend school She also complained the Council, took too long to respond to her complaint. We found the Council was at fault for the delay, a failure to establish what a suitable education was for A and delay in implementing therapies for him. The Council agreed to apologise and make a payment to Mrs X and A.
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London Borough of Enfield (23 019 608)
Statement Upheld Allocations 12-Dec-2024
Summary: Mrs X complains about the Council’s handling of her application to the housing register. She says the Council’s failure to properly assess her application has excluded her from being able to bid on properties. The Ombudsman finds no fault with the Council’s allocations policy. There was fault in its handling of Mrs X’s application, but this has not caused Mrs X significant injustice.
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Kent County Council (23 020 046)
Statement Upheld Special educational needs 12-Dec-2024
Summary: Mrs B complained about the Council’s handling of various matters concerned with their child’s special educational needs. We found fault with the Council’s delay in issuing an Education, Health and Care Plan and then for amending that plan without proper consultation. This caused injustice to Mrs B as distress and loss of opportunity to comment. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to remedy that injustice and make a service improvement to prevent a repeat.
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Statement Upheld Charging 12-Dec-2024
Summary: Mr C complains the Council delayed in sending a bill for his late brother’s residential care, and for failing to pay back his costs. The Council is at fault for a 12 month delay in completing a financial assessment but there is no fault in how it considered Mr C’s expenses. To remedy the shock, time and trouble Mr C had in receiving a large bill the Council has agreed to apologise and make service improvements.
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London Borough of Merton (23 020 972)
Statement Upheld Assessment and care plan 12-Dec-2024
Summary: There was delay by the Council in reviewing Ms Y’s care and support plan causing avoidable uncertainty. There was delay in complaint handling and a failure to provide a response, causing avoidable distress and time and trouble. The Council will make a payment, apologise, make a decision on funding and review procedures to minimise the risk of delay in future.
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Newbury Manor Limited (24 000 243)
Statement Upheld Residential care 12-Dec-2024
Summary: Mrs X complains about the care provided to her deceased mother Mrs Y at Newbury Manor Nursing Home (the Care Provider). We find fault with the Care Provider for failing to follow Mrs Y’s drink chart, poor communication with Mrs X, failing to keep the family updated, and poor service to the family when Mrs Y died. We have agreed remedies with the Care Provider for the injustice caused.
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North Lincolnshire Council (24 000 255)
Statement Not upheld Charging 12-Dec-2024
Summary: Mrs X complained about how the Council calculated what she should pay towards her care. There was no fault in the way the Council reached its decision about which of her purchases were disability-related expenditure and which were normal household expenses.
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Newcastle upon Tyne City Council (24 000 692)
Statement Upheld Alternative provision 12-Dec-2024
Summary: there was delay issuing Ms M’s son B’s Education, Health and Care (EHC) Plan, and problems with the tuition arranged by the Council when he did not attend school. The Council has completed a thorough investigation and offered a satisfactory remedy.