Decision search
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Hertfordshire County Council (25 000 073)
Statement Upheld Special educational needs 30-Jan-2026
Summary: Mr X complained about the Council’s failure to provide his daughter, Y, with suitable education and support for her special educational needs and related matters. We found the Council to be at fault. It failed to ensure Y had access to appropriate support when she was unable to attend school. To remedy Mr X’s injustice, the Council has agreed to apologise and increase a symbolic payment already offered during its internal complaint handling that was made to acknowledge the time Y spend without an education or specialist support. There was also fault with the annual review process and there was poor communication with Mr X. The Council will make a further payment to Mr X to acknowledge his frustration time and trouble.
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Knowsley Metropolitan Borough Council (25 000 981)
Statement Upheld Special educational needs 30-Jan-2026
Summary: The Council was at fault in failing to provide Mrs X’s child, Y, with alternative education provision during the 2024/25 school year. As a result, Y missed out on education for a full academic year. The Council was also at fault in its handling of Mrs X’s complaint, which caused her frustration and time and trouble. The Council has agreed payments to remedy the injustice caused by its faults.
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Devon County Council (25 001 244)
Statement Not upheld Alternative provision 30-Jan-2026
Summary: There was no fault in how the Council considered and put in place alternative provision for Mr X’s child, Y between February 2024 and March 2025. The Council provided tuition for Y and then provided a place at its alternative provision placement in January 2025 without fault.
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Knowsley Metropolitan Borough Council (25 001 312)
Statement Upheld Alternative provision 30-Jan-2026
Summary: Mrs X complained the Council failed to provide the special educational provision detailed in her child, Y’s, Education, Health and Care Plan. We find the Council at fault for a delay in providing educational provision when it was aware the named setting was unable to meet Y’s needs. This caused Mrs X distress and frustration and meant Y missed out on education for approximately three months. The Council has agreed to apologise and make a symbolic payment.
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Manchester City Council (25 002 009)
Statement Upheld Special educational needs 30-Jan-2026
Summary: Ms X complained the Council failed to provide Z with a suitable education when he was unable to attend school. We have found the Council acted with fault for failing to maintain oversight of Z’s case and failing to ensure a timely referral to its decision panel. We also found the Council at fault for failing to have clear regard for its duties to secure suitable educational provision for Z. On the balance of probabilities, we find these faults caused Z to miss educational provision and caused Ms X avoidable distress and uncertainty. These are injustices. The Council has agreed to apologise and make a symbolic financial payment to recognise Z’s missed provision.
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Staffordshire County Council (25 003 535)
Statement Upheld Charging 30-Jan-2026
Summary: Mrs X complained about the Council’s delay in completing financial assessment for Mr Y and telling him how much he should contribute towards his care costs. We found fault with the Council. This fault caused injustice to Mr Y and Mrs X. The Council has agreed to apologise, discuss with Mrs X details of Mr Y’s repayment plan and make a symbolic payment to recognise Mr Y’s distress.
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London Borough of Brent (25 003 690)
Statement Not upheld Council tax 30-Jan-2026
Summary: Ms X complained about the increase in her council tax bill when the Council decided to claw-back overpaid council tax support and benefit after it granted her application for a retrospective council tax discount, and that it had poor communication when she raised concerns, which caused significant distress. The law says we cannot investigate the Council’s decisions that led to the increase in her council tax bill because we have decided it is reasonable for her to have appealed to the Tribunal, and we do not find the Council at fault for its communication.
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Liverpool City Council (25 004 446)
Statement Upheld Special educational needs 30-Jan-2026
Summary: Mrs X complained the Council failed to follow the correct process for completing an annual review of her child, Y’s, Education, Health and Care Plan. We find the Council at fault for a delay in issuing a final amended Education, Health and Care Plan following an annual review. This delay caused distress, frustration and uncertainty for Mrs X and her child. The Council has agreed to apologise and make a symbolic financial payment to remedy the injustice caused.
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Stockton-on-Tees Borough Council (25 004 928)
Statement Upheld Alternative provision 30-Jan-2026
Summary: The Council was not at fault in its efforts to secure an exam location for Ms X’s child, Y. It tried to secure a location once it finalised Y’s Education, Health and Care Plan. However, the Council was at fault for a delay securing a laptop for Y, causing Ms X frustration. The Council will apologise to Ms X.
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Essex County Council (25 007 190)
Statement Not upheld Direct payments 30-Jan-2026
Summary: Mr X complained the Council stopped his direct payments, withdrew an increase in care hours, and gave confusing information. I find no fault in the way the Council made its decision about the direct payments. There was a minor error in the Council’s complaint response, but there is no evidence that this caused Mr X significant injustice.