Statement Upheld Adoption 23-May-2022
Summary: Mrs X complained about the Council's actions in relation to her and her husband's adoption case and how the Council responded to her complaint. The Council was at fault because it did not investigate Mrs X's complaint under the children's statutory complaints procedure. The Council has agreed it will investigate Mrs X's complaint at stage two under the children's statutory complaints procedure. It will also apologise to Mrs X for its failure to investigate her complaint under this procedure and the injustice it caused her.
Statement Upheld Adoption 15-May-2022
Summary: Mr and Mrs B complained about delays in the Council providing adoption support for their two children and in dealing with his complaint about it. We found fault with the Council. The Council has agreed to increase its payment to Mr B to £1000 and to take steps to improve its procedures for the future.
Statement Upheld Adoption 19-Apr-2022
Summary: Mrs B complained about how the Council dealt with the assessment and support of her daughter. The Council has completed the statutory children's complaints process, which means the issues have been independently investigated, and a Panel has reviewed the investigation. The Council has acknowledged there was fault and agreed a means to remedy this. There is no fault in the investigation and no basis for me to recommend that the Council take further action.
Statement Upheld Adoption 19-Apr-2022
Summary: The Ombudsman found fault on Ms D's complaint against the Council. It failed to bring her case back to the adoption panel promptly and did not pursue one of its recommendations. It failed to provide her with a copy of her file as it said it would. She was given incorrect information about missing documents. It communicated poorly with her, failed to give her clear information about its role with the new regional adoption agency, failed to give her support, and delayed dealing with her complaint and case. The agreed action remedies the injustice caused.
Statement Upheld Adoption 04-Apr-2022
Summary: We will not investigate Mr X's complaint about the Council's actions in relation to his daughter whilst she was a looked-after child. That is because the Council has agreed to consider his complaints through the Children's Statutory Complaints procedure.
Statement Upheld Adoption 02-Mar-2022
Summary: We do not find fault in the investigation of Miss Y's complaint about an adoption agency's involvement with her grandchildren who are subject to a Special Guardianship Order. We do not uphold the points of complaint which Miss Y continues to dispute because they have been subject to a thorough and independent investigation. However, we consider the remedy already provided does not go far enough in resolving Miss Y's injustice. The Council will make a payment of £250 to fully remedy the time and trouble from the fault identified during the complaint investigation. The Council will also meet with Miss Y to consider whether her grandchildren need ongoing support.
Statement Upheld Adoption 27-Jan-2022
Summary: Mrs and Mrs X complained the Council unfairly reduced their adoption support payments after their eldest adopted child moved out and was accommodated by a neighbouring local authority. They also complained the Council has failed to provide them with respite care. There was no fault in how the Council decided to reduce their support payments. There was fault with its respite provision as it has not offered them respite in line with an agreed adoption support package. It will apologise, pay them £200 to acknowledge the frustration and uncertainty caused and confirm how it will provide this service going forward.
Statement Upheld Adoption 02-Dec-2021
Summary: The Council has unreasonably delayed considering Mr B's complaint at Stage 2 of the statutory procedure for children's services complaints. It has agreed to initiate Stage 2 and to offer to make a payment to Mr B to reflect the delay and the uncertainty this has caused.
Statement Upheld Adoption 01-Nov-2021
Summary: Mrs X complains that the Council refused to grant an adoption allowance for her adopted son, despite previously saying they would be entitled to it. She says this caused frustration, uncertainty, and stress. The Ombudsman finds the Council at fault for falsely raising Mrs X's hopes. This caused injustice. The Ombudsman is satisfied that the Council has already remedied the injustice caused.
Statement Upheld Adoption 27-Oct-2021
Summary: Mr and Mrs X complained the Council delayed in how it responded to their request for financial support as adoptive parents. We find the Council was at fault. That has caused Mr and Mrs X avoidable distress and frustration. The Council has offered a financial remedy and to review its guidance on adoption allowances. We are satisfied this remedies the injustice caused.