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Lancashire County Council (24 005 877)
Statement Not upheld Disabled children 11-Sep-2025
Summary: Miss X complains the Council failed to complete a sensory profile assessment for her child, Y and failed to complete a carers assessment for her. Miss X also complains the Council failed to provide the support in her child’s Education, Health and Care Plan, failed to complete reviews and failed to act when it was made aware the school could not meet her child’s needs. Miss X says the Council failed to support in ensuring her child’s medications were administered and did not give advice about food banks. Miss X says this caused her distress and her child’s needs have not been properly assessed. We have not found fault in the actions of the Council.
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Hertfordshire County Council (24 010 211)
Statement Upheld Charging 11-Sep-2025
Summary: There were faults in the way the Council assessed Ms Y’s needs and her son, Mr X’s needs as her carer. There was also fault in the information it provided regarding direct payments and in the support provided by the Council commissioned care provider. There was no fault in the way the Council assessed Ms Y’s contribution to her care charges. The Council and care provider have already taken action to prevent a recurrence of the fault and have already apologised to Mr X. The Council has agreed to make a payment to Mr X to acknowledge the uncertainty, frustration and additional support he was required to provide due to the Council’s faults.
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London Borough of Bromley (24 010 310)
Statement Upheld Trees 11-Sep-2025
Summary: Mr X complained about the Council’s decision to make a Tree Preservation Order permanent even after his objections. We found the Council was at fault for not properly considering Mr X's comments. This caused Mr X frustration and uncertainty about the Council’s decision making. We recommended the Council should apologise and pay Mr X £300 to remedy the injustice its actions caused him.
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London Borough of Haringey (24 011 148)
Statement Upheld Charging 11-Sep-2025
Summary: Mr X complains on behalf of Mrs Y that the Council has not dealt properly with care charges. The Council is at fault because it did not respond to Mr X’s concerns about charges between October 2023 and July 2024. The Council should apologise and provide a detailed explanation of charges.
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London Borough of Barking & Dagenham (24 014 676)
Statement Upheld Domiciliary care 11-Sep-2025
Summary: Ms C complained about the Council’s failure to properly assess her needs, its communications with her and its failure to fully respond to her complaint. She also said the care agency did not meet her needs and she complained about the care worker’s communications with her. We found fault in the Council’s failure to respond to the complaint and the care agency’s actions when Ms C had a fall. The Council has agreed to apologise, to pay a financial remedy and to implement a service improvement.
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Cambridgeshire County Council (24 016 850)
Statement Upheld Charging 11-Sep-2025
Summary: There was a long delay in the Council issuing an invoice for care provided at home to Mrs C and this was fault. The agency that provided the care also often did not provide Mrs C with a wash, the care visits were short and the care plan should have been reviewed sooner. The Council has agreed to apologise, provide a financial remedy, carry out a review financial assessment and carry out service improvements.
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Statement Upheld Other 11-Sep-2025
Summary: Miss Y complains about the Council’s failure to ensure her disabled child, B, received the care and support they needed when living at home. She also complained about the Council’s failure to commission the agreed respite she needed due to carer exhaustion. We find the Council failed to properly deal with Miss Y’s statutory children’s complaint. We have investigated and found fault causing injustice in some parts of Miss Y’s complaint which the Council has agreed to apologise for and make a payment of £1000.
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Surrey County Council (24 017 894)
Statement Upheld Special educational needs 11-Sep-2025
Summary: Mrs X complained about the Council’s handling of her daughter’s Education, Health and Care Plan following a Tribunal in 2023 and annual review in 2024. She also complained about delays in securing provision from the Plan and direct payments. We found the Council was at fault for delays in finalising the Plans, direct payments and securing some of the provision. This caused Mrs X and her daughter distress and meant she missed out on some of the provision. The Council offered to pay Mrs X a remedy as well as pay a remedy to her daughter for the provision she missed.
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London Borough of Bromley (24 019 289)
Statement Closed after initial enquiries Homelessness 11-Sep-2025
Summary: We will not investigate this complaint about the Council not providing permanent accommodation, the suitability of temporary accommodation and the decision to end the main housing duty. Part of the complaint is late, there is insufficient evidence of fault, and it was reasonable to expect Ms Y to seek a review of the Council’s decision to end the main housing duty.
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Stoke-on-Trent City Council (25 001 337)
Statement Closed after initial enquiries Special educational needs 11-Sep-2025
Summary: We will not investigate this complaint about the Council’s action relating to an Education, Health and Care Plan. This is because we cannot investigate a complaint if someone has appealed to a tribunal about the same matter, there is not enough evidence of fault to justify investigating, the Information Commissioner’s Office is placed to consider a complaint about data protection and it is not a good use of public resources to investigate how the Council dealt with Mrs Y’s complaints.