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Bolton Metropolitan Borough Council (24 017 836)
Statement Upheld Refuse and recycling 28-Sep-2025
Summary: Mr X complains on behalf of his Mother Ms Y, that her assisted bin collections are not being carried out. We find fault with the Council for poor communication. We have suggested a financial payment for the frustration and distress caused.
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City of Doncaster Council (24 017 977)
Statement Not upheld Alternative provision 28-Sep-2025
Summary: Mrs X complains the Council failed to properly consider its Section 19 duty towards her child, Y and provide alternative education. Mrs X also says the Councils complaints handling has been poor. Mrs X says this caused her and her family distress. We have not found fault in the actions of the Council.
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Derbyshire County Council (24 018 059)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mrs X complains the Council delayed issuing her daughter’s Education Health and Care (EHC) Plan following a review. The Council did not issue the EHC Plan within the correct timescales and did not follow its complaints procedure. Mrs X suffered uncertainty and avoidable distress and her complaint was delayed. The Council offered to pay Mrs X £500 for her time and trouble and £500 for avoidable distress. This is an appropriate remedy.
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City of York Council (24 018 099)
Statement Upheld Charging 28-Sep-2025
Summary: There is no evidence that fault on the part of the Council caused the injustice which Ms X claims. Although delays in passing on information about her father’s death delayed the updating of a financial assessment, and the Council should recognise the distress that caused, it was not the fault of the Council that Mrs A, who was in a residential and not a nursing placement at the care home, was not referred to the NHS for a Continuing Health Care assessment.
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Cambridgeshire County Council (24 018 134)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Ms X complains about the Council’s delay in carrying out an annual review of her child’s Education Health and Care Plan and providing suitable alternative provision causing distress and uncertainty. We found service failure by the Council due to the delay in carrying out the annual review. We also found fault by the Council as it accepted the alternative provision did not meet the child’s needs. We have recommended a suitable remedy in this case and have completed our investigation.
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Northumberland County Council (24 003 730)
Statement Closed after initial enquiries Other 28-Sep-2025
Summary: we will not investigate Mr F’s complaint about Children’s Services because the Council has offered a remedy for the delay in its response and appointed an independent investigator so it can respond at the second stage of the statutory children’s complaints process.
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London Borough of Haringey (24 010 749)
Statement Upheld Homelessness 28-Sep-2025
Summary: Miss X complains the Council did not deal with her housing properly, causing distress. The Council is at fault because it delayed moving her from unsuitable accommodation and delayed completing a suitability review. Miss X suffered avoidable distress. The Council should apologise and pay Miss X £1,750.
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West Northamptonshire Council (24 011 388)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mrs X complained the Council failed to deliver appropriate education and specialist services to her daughter, Y, and did not review her Education, Health and Care Plan in statutory timeframes. We found the Council at fault for a lack of appropriate provision and not reviewing Y’s plan within the correct timeframe. This caused Mrs X avoidable distress and meant her daughter did not receive education she was due. To remedy this injustice, the Council has agreed to apologise to Mrs X and Y and make a payment to Mrs X.
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Solihull Metropolitan Borough Council (24 019 699)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mrs X complained the Council has failed to ensure the provision in her son’s Education, Health and Care (EHC) Plan was implemented and fulfilled since April 2023. Mrs X also complained the Council failed to adhere to the statutory timeframes in the annual review process. We found the Council's delays in the annual review process and in issuing final EHC Plans is fault. As is the failure to ensure Y received all of the provisions in his EHC Plan since February 2024. These faults have caused Mrs X and her son frustration, distress and uncertainty. The Council will apologise and make symbolic payments to remedy this injustice.
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London Borough of Lambeth (24 020 018)
Statement Upheld Special educational needs 28-Sep-2025
Summary: Mrs X complained the Council failed to carry out agreed actions following a tribunal hearing regarding her son’s Education, Health and Care Plan. Mrs X also complained the Council failed to follow its complaints procedure. She says the Council’s actions negatively impacted her son’s mental health and meant he did not receive the provision he needed. Mrs X says the Council’s actions also caused her avoidable stress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy to Mrs X.