Summary: We will not investigate this complaint about the Council’s communication with Miss X over education provision. The Council has upheld Miss X’s complaints and has offered a suitable remedy for her injustice. There are no wider public interest issues that justify investigating.

The complaint

1. Miss X complained on two occasions about poor communication with the department responsible for arranging her child’s (Y) education provision as part of his special educational needs (SEN). Miss X said this left her with uncertainty about whether Y would have access to this provision and this caused her anxiety.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Y is a child who has SEN. Miss X made a complaint to the Council in 2024 and again in 2025, about what she said was poor transition planning for Y’s education provision for the forthcoming academic year. She said this meant as she was approaching the new term, in both years, many of her messages had gone unanswered. She said this meant she was uncertain about whether Y would have a place at the provisions she had asked for.
6. As it affects the complaint in 2024, the Council accepted its communication was poor and it had not initially made the necessary arrangements to secure Y’s provision. It apologised for this and then took steps to ensure Y had the provision he was due, in time for the new term starting.
7. In 2025, Miss X complained about similar matters. The Council investigated and made the arrangements it needed, to secure Y’s provision. It apologised once again and offered to pay Miss X a symbolic financial remedy of £300 for her distress.
8. The Council has upheld both Miss X’s complaints and, in both instances, I am satisfied it has remedied Miss X’s injustice. Therefore, we will not investigate.

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Final decision

9. We will not investigate this complaint. The Council has upheld Miss X’s complaints and has offered a suitable remedy for her injustice. There are no wider public interest issues that justify investigating.

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Investigator's decision on behalf of the Ombudsman