Decision search
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Sefton Metropolitan Borough Council (24 018 961)
Statement Upheld Residential care 01-Dec-2025
Summary: Mrs B complained about the standard of care her mother, Mrs X, received when the Council organised a placement at Lakeside View Care Home. We uphold the complaint, having identified several areas of fault with the care provided to Mrs X, and inaccurate care records. There was also fault with the Council’s response to Mrs B’s complaint because it failed to acknowledge the distress caused by the Care Home’s actions. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment.
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Hertfordshire County Council (24 022 021)
Statement Upheld Special educational needs 01-Dec-2025
Summary: The Council was at fault for failing to maintain oversight of Ms X’s child Y’s educational provision from October 2023 to April 2024. It has already made a symbolic payment in recognition of the avoidable frustration and uncertainty caused which was in line with our guidance. It will apologise to Ms X and Y to acknowledge the frustration caused as a result of its fault.
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Essex County Council (25 000 645)
Statement Upheld Safeguarding 01-Dec-2025
Summary: Mr C complained about the way the Council carried out a safeguarding investigation about an incident involving his son, Mr D at a care facility. We found fault with the Council: it delayed excessively in completing the investigation, notifying Mr C of the outcome and its communication with him was poor throughout. The Council has offered to pay Mr C £500 and has improved its procedures for the future.
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Norfolk County Council (25 000 699)
Statement Closed after initial enquiries Residential care 01-Dec-2025
Summary: We will not investigate this complaint about adult social care in a residential care home. This is because it is unlikely we would add to previous investigations or reach a different outcome.
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Stockton-on-Tees Borough Council (25 003 376)
Statement Upheld Other 01-Dec-2025
Summary: The Council failed to properly consider Mr X’s complaint through the children’s statutory complaints procedure in line with the relevant law and guidance. The Council has agreed to apologise to Mr X, pay them a symbolic amount to recognise the frustration this caused them and arrange a stage three panel to consider Mr X’s complaint.
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Stockport Metropolitan Borough Council (25 004 184)
Statement Upheld Special educational needs 01-Dec-2025
Summary: We will not investigate this complaint about delay by the Council in completing Ms X and Mr Y’s child’s Education, Health and Care Plan annual review. This is because the Council has agreed to pay Ms X and Mr Y £400 and this provides a suitable remedy for the impact of its delay.
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West Northamptonshire Council (25 004 505)
Statement Closed after initial enquiries Allocations 01-Dec-2025
Summary: We will not investigate this complaint about housing allocations. There is insufficient evidence of fault to justify investigating.
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Southampton City Council (25 006 087)
Statement Upheld Domiciliary care 01-Dec-2025
Summary: We will not investigate this complaint about alleged damage to a wardrobe, care calls being cut short and quality of care. Complaints about damage to property are for the courts. There is insufficient evidence of fault in the quality of care complaints. The Council has agreed to take action in relation to the complaint about care calls being cut short.
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London Borough of Hackney (25 006 991)
Statement Upheld Assessment and care plan 01-Dec-2025
Summary: Mr C complains the Council and Trust failed to provide him with suitable care, respond to calls, and support him with his direct payments. We will not investigate the complaint as some of the complaints are late. The Council has acted to remedy other complaints and complete a new review. Further investigation by us would therefore not be proportionate.
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East London NHS Foundation Trust (25 006 991a)
Statement Closed after initial enquiries Mental health services 01-Dec-2025
Summary: Mr C complains the Council and Trust failed to provide him with suitable care, respond to calls, and support him with his direct payments. We will not investigate the complaint as some of the complaints are late. The Council has acted to remedy other complaints and complete a new review. Further investigation by us would therefore not be proportionate.