Decision search
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Cheshire East Council (24 003 207)
Statement Upheld Charging 10-Mar-2025
Summary: Mrs Y complained the Council failed to properly assess her mother, Mrs X’s, care needs and finances in August 2022, and failed to then commission adequate care. She says the Council also over charged Mrs X for residential care. The Council failed to follow up on Mrs X’s domiciliary care assessment and follow the proper process to charge a top up on Mrs X’s residential care costs. The Council has offered a suitable payment for Mrs X’s domiciliary care. It should apologise and make a payment to Mrs Y for the uncertainty caused.
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Norfolk County Council (24 004 051)
Statement Upheld Domiciliary care 10-Mar-2025
Summary: Mrs X complains about the care provided to her late mother by the Council commissioned care provider, Guild healthcare Ltd. We find the Council was at fault. This caused significant distress to Mrs X. The Council has agreed to make several recommendations to address the injustice caused by fault.
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London Borough of Hounslow (24 005 013)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council did not provide her child D with special educational needs support from their Education, Health, and Care Plan, and failed to properly review the Plan. There was fault by the Council which caused D to miss special educational needs provision, and avoidable distress for D and Mrs X. The Council agreed to apologise, evidence it is taking action to ensure D’s provision is in place, and pay a financial remedy. It will also review its processes to ensure it meets its duties to secure Education, Health, and Care Plan provision.
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Agincare UK Limited (24 006 212)
Statement Upheld Domiciliary care 10-Mar-2025
Summary: We upheld Mr X’s complaint. Complaint handling was not in line with our expectations, record-keeping was poor and staff conduct in a meeting unprofessional. This caused avoidable distress. The Care Provider has accepted our recommendations for a further apology, a symbolic payment and actions for it to take to improve its service and minimise the chance of recurrence.
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London Borough of Lambeth (24 006 548)
Statement Upheld Homelessness 10-Mar-2025
Summary: Miss X complained about how the Council responded to her concerns that her temporary accommodation was unsuitable. The Council was at fault. This meant Miss X missed out on her right to ask for a review of her accommodation’s suitability and she has been living in unsuitable housing for over a year. To remedy her injustice, the Council will apologise and pay Miss X a total of £1800. It will take action to ensure it gives accurate information about homeless people’s rights to request a review of the suitability of their temporary accommodation.
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Surrey County Council (24 007 650)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure the provision set out in Y’s Education, Health and Care Plan. As a result, Mrs X says Y has not received the provision he is entitled to. We find the Council at fault for not securing provision. The Council has agreed to apologise and make a payment to recognise the injustice.
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Surrey County Council (24 007 689)
Statement Upheld Special educational needs 10-Mar-2025
Summary: Mrs X complained the Council failed to secure provision set out in Y’s Education, Health and Care Plan and delayed completing a review of the plan. Mrs X says this caused distress and means Y did not receive the education they were entitled to. We find the Council at fault for not securing provision and delays in reviewing Y’s plan. We find the Council has already taken suitable action to address the injustice to Mrs X and Y.
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Sandwell Metropolitan Borough Council (24 007 933)
Statement Upheld Land 10-Mar-2025
Summary: Ms X complained the Council misrepresented the fees and process involved in her buying council owned land next to her home. She also complained it took too long to consider her request and her complaint. We found fault by the Council which caused Ms X uncertainty. The Council agreed to apologise to Ms X and make her payment in recognition of the injustice caused to her.
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Statement Not upheld Housing benefit and council tax benefit 10-Mar-2025
Summary: Mrs X and Ms Y, representatives of this complaint, and executors of Mr Z’s estate, complain about the Council’s failure to forward an appeal regarding an alleged overpayment to the Tribunal. We have discontinued our investigation. The Council has since forwarded the appeal to the Tribunal, and further investigation would not achieve a worthwhile outcome.
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Surrey County Council (24 009 896)
Statement Not upheld School transport 10-Mar-2025
Summary: there is no fault in the Council’s decision to refuse Mr and Mrs P’s application for transport assistance for their daughter, G. We cannot question decisions taken without fault.