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NHS Cheshire and Merseyside ICB (24 017 538a)
Statement Upheld Other 06-Oct-2025
Summary: Miss X complains about the way Halton Borough Council, NHS Cheshire and Merseyside ICB and Sense managed her son, Mr X’s, specialist care package. We found fault by Sense in relation to communication. We found fault in the ICB’s complaint handling. As a result, Mr X and Miss X have been caused distress, frustration and uncertainty. The ICB and Sense have agreed to apologise to Mr X and Miss X. Sense will also pay a financial remedy.
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Statement Upheld Community hospital services 06-Oct-2025
Summary: Miss X complains about the way Halton Borough Council, NHS Cheshire and Merseyside ICB and Sense managed her son, Mr X’s, specialist care package. We found fault by Sense in relation to communication. We found fault in the ICB’s complaint handling. As a result, Mr X and Miss X have been caused distress, frustration and uncertainty. The ICB and Sense have agreed to apologise to Mr X and Miss X. Sense will also pay a financial remedy.
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Central Bedfordshire Council (24 018 080)
Statement Upheld School admissions 06-Oct-2025
Summary: We find the Council at fault for failing to make its own decision on Miss X’s request to delay her summer-born child’s start at school. This caused Miss X frustration, distress and uncertainty. The Council will apologise and improve its service.
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Basildon Borough Council (24 018 323)
Statement Upheld Homelessness 06-Oct-2025
Summary: Mr Z complains on behalf of Miss X that the Council placed her in Bed and Breakfast accommodation while she was pregnant for longer than the law allows. Mr Z also said the area the Council placed Miss X was unsuitable due to the crime rate. Mr Z has also complained about the way the Council has investigated his complaint. Mr Z says Miss X has been caused distress and has been placed in accommodation which was not suitable. We have found fault in the Council’s actions for allowing Miss X to remain in Bed and Breakfast accommodation for longer than the statutory deadline. The Council has agreed to pay Miss X a financial payment.
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London Borough of Haringey (24 019 142)
Statement Upheld Disabled facilities grants 06-Oct-2025
Summary: The Council was at fault for severe delays in adapting Mrs X's property to meet the needs of her two disabled children. This caused Mrs X to move out of her home for longer than expected and live in a home where she could not meet her children’s care needs. The Council has agreed to apologise and make a payment to Mrs X to recognise the distress, uncertainty and frustration caused by its failings. It will also develop an action plan to complete the remaining work.
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Central Bedfordshire Council (24 020 679)
Statement Upheld Special educational needs 06-Oct-2025
Summary: Mrs X complained the Council failed to finalise her daughter, Miss Y’s Education, Health and Care Plan within legal timescales. She also complained the Council failed to complete a phased transfer review. Mrs X said this frustrated and distressed her. The Council was at fault, but it has taken appropriate action to remedy any injustice caused by this fault.
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London Borough of Bromley (24 020 888)
Statement Upheld Charging 06-Oct-2025
Summary: Mr X, complained of the Council’s handling of his mother’s, Mrs X’s, care package. The Council provided Mrs X with a copy of the financial assessment letter including the personal budget without delay so it was not at fault. It also cancelled the care package when requested without fault. However, the Council was at fault for overcharging Mrs X for the hours of care she received and failed to provide Mrs X with a copy of the estimated personal budget. The Council has agreed to reimburse Mrs X the money it overcharged her by to remedy the injustice caused.
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North Northamptonshire Council (24 021 528)
Statement Closed after initial enquiries Enforcement 06-Oct-2025
Summary: We will not investigate this complaint about how the Council dealt with a possible breach of planning control. This is because we are unlikely to find fault and the complainant has not suffered significant injustice.
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Central Bedfordshire Council (24 021 779)
Statement Upheld School admissions 06-Oct-2025
Summary: We find the Council at fault because it is not clear if its decision about Mrs X’s child’s delayed school admission was made by the Council or a school headteacher. This caused Mrs X uncertainty and distress. The Council will apologise.
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Kingston Upon Hull City Council (24 021 805)
Statement Upheld Special educational needs 06-Oct-2025
Summary: The Council delayed issuing a final amended Education, Health and Care Plan after Mrs X’s child, Y’s, annual review. This left Y without an up-to-date Plan and caused them significant frustration. The Council’s communication with Mrs X was also poor which added to her frustration. The Council has agreed to apologise to Mrs X and make a payment to acknowledge the frustration the faults caused.