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Lancashire County Council (24 004 712)
Statement Upheld Residential care 06-Mar-2025
Summary: Mrs X complained about the standard of care her mother (Mrs Y) received in a council commissioned residential care home. She also complained the Council delayed completing the subsequent safeguarding investigation. The Council was at fault as it took 6 months to complete the safeguarding investigation and found the Care Home failed carry out some of Mrs Y’s care in line with her care plan. The Care Home also delayed making referrals on Mrs Y’s behalf for her health. This has caused distress, frustration and uncertainty about the care Mrs Y was receiving. The Council has agreed to apologise and make a symbolic payment to acknowledge the injustice caused.
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London Borough of Camden (24 005 110)
Statement Upheld Allocations 06-Mar-2025
Summary: Miss X complained about delays in how the Council assessed her priority for social housing. There was fault in how the Council took too long to assess Miss X’s medical priority and review its decision and in how it communicated with Miss X. The Council agreed to apologise, pay Miss X a financial remedy, and produce an action plan to address its backlog of overdue reviews.
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Statement Upheld Special educational needs 06-Mar-2025
Summary: Miss X complained the Council delayed issuing her adult child’s education, health and care plan after a review. Miss X said this meant her child did not have any adult education, and it caused unnecessary and avoidable distress to her and the family. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and make a payment to remedy the injustice caused.
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Cheshire East Council (24 006 928)
Statement Upheld Other 06-Mar-2025
Summary: Mrs X complained the Council failed to provide a personal assistant to support her disabled child between February-November 2024. She also complained the Council refused her request for residential respite care. The Council was at fault for failing to provide a personal assistant for a period of nine months. However, the Council assessed Mrs X’s request for residential care in line with the relevant law and guidance without fault. The Council has agreed to apologise and make a payment to Mrs X to recognise the distress, frustration and uncertainty caused by the lack of support that was in place for her child between February-November 2024.
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Athena Healthcare (Park Road) Limited (24 007 255)
Statement Closed after initial enquiries Residential care 06-Mar-2025
Summary: We will not investigate this complaint about the Care Provider’s response to a request for information and its response to Mr X’s contact. The Information Commissioner’s Office is best placed to deal with complaints about how organisations handle requests for information. There is insufficient evidence of fault by the Care Provider in its related actions.
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North Yorkshire Council (24 007 615)
Statement Upheld Allocations 06-Mar-2025
Summary: Mr X complained about the Council’s handling of his homelessness and housing register applications. In particular, its failure to properly understand his disability needs, its poor communication and its failure to make reasonable adjustments so he could access its services. Mr X also complains he could not bid for several months. Mr X said that, but for the Councils failings he would have been able to successfully bid for suitable adaptable property. We have found fault in the Councils handling of Mr X’s housing register and homelessness applications and communications about the applications. The Council has agreed to issue a further apology and pay Mr X a financial payment.
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North Northamptonshire Council (24 007 645)
Statement Upheld Residential care 06-Mar-2025
Summary: Mrs Y complains a care home wrongly charged her for her family member’s respite stay. She says this caused her financial strain and avoidable and unnecessary distress. The Ombudsman finds the Council at fault which caused injustice. The Council has agreed to make a payment to Mrs Y.
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Chelmsford City Council (24 007 646)
Statement Not upheld Land 06-Mar-2025
Summary: Mr X complained the Council has failed to maintain the grounds near to where he lives in line with other adjacent estates. We do not find the Council was at fault.
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Essex County Council (24 008 605)
Statement Upheld Special educational needs 06-Mar-2025
Summary: Dr P complained about the Council’s failure to provide Speech and Language Therapy as set out in her child’s Education, Health and Support (EHC) Plan and related matters. We found the Council to be at fault. It did not provide enough therapy and took too long to advise Dr P of its intention to amend the EHC Plan. This caused Dr P distress and uncertainty. To remedy this injustice and the impact of the missed provision, the Council has agreed to apologise, make a payment to Dr P and take action to improve its service.
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Manchester City Council (24 009 704)
Statement Not upheld Enforcement 06-Mar-2025
Summary: There was no fault, in the Council’s decision not to take enforcement action against a breach of planning control; nor in its decision there was no statutory nuisance arising from the breach. We have therefore completed our investigation.