Decision search
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London Borough of Barnet (23 013 609)
Statement Upheld Assessment and care plan 29-Jun-2025
Summary: We found that North Middlesex Hospital NHS Trust failed to consistently provide adequate overnight support to a patient with a learning disability. We also found that the London Borough of Barnet failed to review the patient’s needs in hospital when other professionals noted they had changed. And we found there were avoidable delays in the discharge process, caused by both organisations. These faults caused avoidable distress and uncertainty. We asked the organisations to apologise and provide small financial payments to address this injustice.
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Royal Free London NHS Foundation Trust - North Middlesex Hospital (23 013 609a)
Statement Upheld Hospital acute services 29-Jun-2025
Summary: We found that North Middlesex Hospital NHS Trust failed to consistently provide adequate overnight support to a patient with a learning disability. We also found that the London Borough of Barnet failed to review the patient’s needs in hospital when other professionals noted they had changed. And we found there were avoidable delays in the discharge process, caused by both organisations. These faults caused avoidable distress and uncertainty. We asked the organisations to apologise and provide small financial payments to address this injustice.
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Royal Free London NHS Foundation Trust - North Middlesex Hospital (23 013 609b)
Statement Upheld Hospital acute services 29-Jun-2025
Summary: We found that North Middlesex Hospital NHS Trust failed to consistently provide adequate overnight support to a patient with a learning disability. We also found that the London Borough of Barnet failed to review the patient’s needs in hospital when other professionals noted they had changed. And we found there were avoidable delays in the discharge process, caused by both organisations. These faults caused avoidable distress and uncertainty. We asked the organisations to apologise and provide small financial payments to address this injustice.
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London Borough of Ealing (24 010 029)
Statement Closed after initial enquiries Council tax 28-Jun-2025
Summary: We will not exercise discretion to investigate the Council’s recovery of a council tax debt from 2023. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Mr X could not have complained to us sooner. We have no discretion to investigate complaints which have been subject to court proceedings.
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London Borough of Croydon (23 015 996)
Report Upheld Homelessness 27-Jun-2025
Summary: Ms X complained about how the Council responded to her brother Mr Y’s homelessness applications in 2023. We found several faults. There were months of delays by the Council and basic administrative errors. The Council repeatedly failed to respond correctly to Mr Y’s attempts to access support from its housing service. This meant that instead of being housed by the Council, Mr Y had to live with another of his sisters, Ms Z, despite her being seriously unwell and despite the impact of his mental health needs on their wellbeing. The faults caused Mr Y, Ms X and Ms Z significant stress and upset.
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Oxfordshire County Council (25 000 340)
Statement Closed after initial enquiries Alternative provision 27-Jun-2025
Summary: We will not investigate this complaint about the Council’s decision not to make alternative educational provision for the complainant’s daughter because there is insufficient evidence of fault on the Council’s part. We cannot investigate her complaint about the Council’s refusal to carry out an Education Health and Care Needs Assessment because she has used her right to appeal to the First-tier Tribunal (Special Educational Needs and Disability).
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Northumberland County Council (25 000 413)
Statement Closed after initial enquiries Trees 27-Jun-2025
Summary: We will not investigate this complaint about the Council’s decision not to prune a tree close to the complainant’s property. There is insufficient evidence of fault on the Council’s part to warrant investigation.
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Oxfordshire County Council (24 006 775)
Statement Not upheld Friends and family carers 26-Jun-2025
Summary: Mrs X complained the Council wrongly deducted child benefit from her Special Guardianship Allowance. We did not uphold the complaint. The Council is entitled to carry out a means test because Mrs X receives additional income as well as universal credit. There is no blanket policy as the Council has invited her to provide information about her outgoings and financial commitments. This is in line with regulations and so there is no fault.
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Staffordshire County Council (24 009 452)
Statement Closed after initial enquiries Residential care 26-Jun-2025
Summary: We cannot investigate this complaint about adult social care, because the care package was arranged and funded by the NHS.
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Statement Upheld Special educational needs 26-Jun-2025
Summary: Miss B complained that for several years the Council failed to ensure her son received a suitable education. We upheld the complaint, finding the Council failed to have enough oversight of her son’s case. It also did not properly review his Education, Health and Care Plan during years 10 and 11 of his education. This contributed to Miss B’s son missing education provision at a critical time and caused distress for Miss B. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to remedy this injustice and improve its service to try and prevent a repeat.