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Blackburn with Darwen Council (24 003 446)
Statement Upheld Residential care 24-Feb-2025
Summary: Miss X complained about the quality of care provided to her late father, Mr Y, at a residential placement commissioned by the Council at Dovehaven Lodge care home in Preston. There was fault by the Council which caused avoidable distress to Mr Y’s family. The Council agreed to apologise and pay a financial remedy. It will also work with the Care Provider and its relevant host authority to produce a dated action plan to address the faults identified with delivery of care.
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Bournemouth, Christchurch and Poole Council (24 003 462)
Statement Upheld Special educational needs 24-Feb-2025
Summary: Mrs X complained the Council failed to provide her child with an education or the provision set out in their education, health and care plan, delayed issuing a plan, and wrongly applied the law. Mrs X said this caused unnecessary and avoidable distress and frustration. We find fault and service failure which caused Mrs X and her child injustice. The Council has agreed to apologise and make a payment to remedy the injustice.
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Statement Upheld Allocations 24-Feb-2025
Summary: The Council was at fault for fettering its discretion to consider the circumstances of Mrs X’s case before refusing to consider a Disabled Facilities Grant to adapt her home. It was also at fault for failing to apply its allocations policy fairly and consistently across the Council’s area. To remedy the avoidable distress and uncertainty caused, the Council has agreed to apologise, make new decisions and act to improve its services.
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London Borough of Redbridge (24 004 322)
Statement Upheld Homelessness 24-Feb-2025
Summary: Mrs D complained the Council placed her family in unsuitable temporary accommodation. We found fault causing distress and financial loss. The Council has agreed to make a payment to Mrs D to remedy this.
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Cheshire West & Chester Council (24 004 856)
Statement Upheld Special educational needs 24-Feb-2025
Summary: Mr X complained about the Council’s failure to provide a school place for his son (Y) from April to September 2023. He also complained about the Council’s failure to engage with the family during the transfer of Y’s Education Health and Care Plan from a different council and about naming an unsuitable school for Y from September 2023. We did not investigate the suitability of the school named for Y from September 2023 as Mr X could have appealed to the Tribunal. We found fault in the Council’s transfer process and in its communication with Mr X. The Council’s fault caused injustice to Y and Mr X. The Council agreed to apologise, to make a symbolic payment to recognise Y’s loss of education and Mr X’s distress and to carry out some service improvements.
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London Borough of Barnet (23 007 871)
Statement Upheld Special educational needs 24-Feb-2025
Summary: Miss X complains the Council failed to adhere to statutory timescales and failed to deliver provision set out in Y’s EHCP. We have concluded our investigation having made a finding of fault. The Council failed to adhere to statutory timescales during the EHCP process. Further, the evidence does not demonstrate that much of the provision Miss X complained about was delivered, and on balance I have concluded that it did not. The Council has agreed to our recommendations.
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London Borough of Southwark (23 012 387)
Statement Upheld Allocations 24-Feb-2025
Summary: The Council has already accepted fault for significant delay assessing Mr X’s application for social housing and further delay dealing with his complaint. The Council has agreed to apologise and make payments to Mr X to recognise the injustice caused. The Council was also at fault for failing to follow its published policy in its assessment of Mr X’s medical priority. The Council has agreed to carry out a new assessment and act to improve its services.
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Milton Keynes Council (23 014 634)
Statement Closed after initial enquiries Enforcement 24-Feb-2025
Summary: We will not investigate this complaint about the Council’s refusal to take planning enforcement action. There is not enough evidence of fault to justify our involvement.
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West Sussex County Council (23 020 172)
Statement Upheld Special educational needs 24-Feb-2025
Summary: Mr A complained that the Council, took too long to issue an Education and Health Care plan for his son. He also complained his son was not provided with education during the period he was waiting for the updated Plan. We found there was significant delay, a failure to establish what a suitable education was for S. We recommended the Council apologised, made a payment to Mr A and S and reviewed progress on improving its practice.
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London Borough of Lewisham (24 014 827)
Statement Closed after initial enquiries Assessment and care plan 24-Feb-2025
Summary: We will not investigate Mrs X’s complaint about the Council failing to provide her son with appropriate support. This is because her complaint is late and there are no good reasons to exercise discretion to consider the late complaint. In addition, some of her complaints are premature to us.