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Stockport Metropolitan Borough Council (24 009 581)
Statement Upheld Special educational needs 10-Jun-2025
Summary: Mrs B complained there were delays by the Council during the Education, Health and Care (EHC) Plan process for her son, who I will refer to as C, and it failed to secure education for him while he was out of school. There was fault by the Council. The Council did not meet statutory timescales during the EHC Plan process, and it did not consider its section 19 duty when Mrs B told it C was not receiving an education. The Council’s communication with Mrs B was also poor. Because of the fault, Mrs B suffered uncertainty, distress and frustration, her appeal right was delayed, and she continued to chase the Council for updates. The Council has agreed to apologise to Mrs B and C, make symbolic payments, and issue staff briefings.
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Birmingham City Council (24 009 962)
Statement Closed after initial enquiries Other 10-Jun-2025
Summary: We will not investigate this complaint about the Council’s delay in responding to Mr X’s complaint about a road closure. This is because there is not enough evidence of fault by the Council in relation to the closure itself and any fault in the handling of Mr X’s complaint about the matter did not cause significant enough injustice to warrant investigation.
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Reading Borough Council (24 010 574)
Statement Closed after initial enquiries Public transport 10-Jun-2025
Summary: We will not investigate Mr X’s complaint that the Council did not send him a disability bus pass, causing him to incur costs. The Council has sent a bus pass and agreed to pay Mr X’s costs. There is no worthwhile outcome achievable by our investigation.
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Wirral Metropolitan Borough Council (24 013 910)
Statement Upheld Council tax support 10-Jun-2025
Summary: Mrs B complained the Council told her she was entitled to council tax support (CTS), but later told her she was not, resulting in a large overpayment. There was fault by the Council. It delayed reviewing Mrs B’s CTS entitlement after it had received a notification her circumstances had changed, from the Department for Work and Pensions (DWP). Because of the fault, Mrs B suffered distress and worry, and it has put a strain on her finances. The Council has agreed to make a symbolic payment to Mrs B, and provide us with evidence of the actions it says it has already taken to reduce delays.
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West Sussex County Council (24 015 759)
Statement Upheld Special educational needs 10-Jun-2025
Summary: Mrs X complained the Council failed to deliver special educational provision on her son Y’s Education Health and Care (EHC) Plan. She also complained there was a failure to carry out an annual review. We upheld the complaint. The Council did not complete the annual review process between December 2023 and December 2024 and did not issue a decision letter giving rights of appeal. And, it did not secure all the special educational provision on Y’s Plan. This caused a loss of provision, a delay in appeal rights and avoidable distress. The Council will apologise and make payments to remedy the injustice.
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Farrington Care Homes Limited (24 016 143)
Statement Not upheld Charging 10-Jun-2025
Summary: We ended our investigation into how the care provider treated deposits and money on account when residents transferred from private to council funding. The Care Provider has since ceased trading and therefore we would not be able to achieve a worthwhile outcome for any residents affected.
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Staffordshire County Council (24 022 050)
Statement Upheld Special educational needs 10-Jun-2025
Summary: We have upheld this complaint because the Council delayed completing the review of an Education Health and Care Plan. The Council has agreed to resolve the complaint by providing a remedy for the injustice this caused. It is reasonable for the complainant to use their right of appeal to a tribunal about other matters.
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South Tyneside Metropolitan Borough Council (24 022 089)
Statement Upheld Disabled facilities grants 10-Jun-2025
Summary: We uphold this complaint that the Council used another process rather than the statutory procedure for complaints about children’s services to respond to Mrs X’s complaint. The Council has agreed to resolve the matter by providing a suitable remedy for the injustice caused to Mrs X.
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Durham County Council (24 022 150)
Statement Closed after initial enquiries Transport 10-Jun-2025
Summary: We will not investigate Ms X’s complaint about a decision to withdraw transport to her day service. There is insufficient evidence of fault to warrant an investigation.
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Norwich City Council (24 022 186)
Statement Closed after initial enquiries Disabled facilities grants 10-Jun-2025
Summary: We will not investigate Mr X’s complaint about how the Council have managed his Disabled Facilities Grant application. This is because there is not enough evidence of fault to justify an investigation.