Decision search
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Surrey County Council (24 010 959)
Statement Upheld Special educational needs 27-May-2025
Summary: Miss B complained the Council’s Education, Health and Care Plan process failed her son, X. Miss B says X has been placed in an unsuitable placement and is receiving little to no education. We found the Council at fault for a delay in issuing a final Education, Health and Care Plan following an annual review and failing to consider its section 42 duty once it was aware X was not attending school. This has caused distress, frustration and uncertainty to Miss B and X. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.
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Darlington Borough Council (24 012 327)
Statement Upheld Special educational needs 27-May-2025
Summary: There is no fault in the Council’s decision not to provide alternative education when Ms M withdrew her son B from school. In any event, Ms M had a right of appeal to the Tribunal. The Council has taken too long to amend B’s EHC Plan, but the Council has already offered a suitable remedy for the impact of the delay.
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Bristol City Council (24 012 672)
Statement Upheld Charging 27-May-2025
Summary: The Council was at fault as it did not respond to Mr X’s official complaint and has not properly assessed some of the Disability Related Expenses incurred by his mother when calculating her contribution to care costs. Reassessing the Disability Related Expenses and making a payment for the distress caused by the delay in the complaints process remedies the injustice.
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London Borough of Harrow (24 012 701)
Statement Upheld Homelessness 27-May-2025
Summary: Mr D complained about the Council not carrying out repairs to his temporary accommodation and about its decision to not award him an additional bed space for a carer. I have found fault by the Council because it has delayed carrying out repairs. The Council has agreed to assess what repairs are outstanding, schedule the works and pay Mr D redress for the delay.
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Derbyshire County Council (24 014 493)
Statement Upheld Special educational needs 27-May-2025
Summary: Mr and Mrs X complained the Council failed to provide an adequate remedy for their complaint about its failure to ensure their child Y was receiving social care provision in her Education Health and Care Plan. They also complained about the way the Council dealt with their complaint. We found fault causing avoidable distress, frustration, time and trouble and a loss of social care support to which Y was entitled. The Council has agreed to our recommendations to remedy the injustice and will provide the following: an apology, payments and evidence the Council has implemented changes to its services to minimise the risk of recurrence.
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Essex County Council (24 014 730)
Statement Upheld School transport 27-May-2025
Summary: Miss X complained about school transport provided to her daughter (Y) and the Council’s complaint handling. We found fault in the way the taxi company provided school transport for Y on behalf of the Council. We also found fault in the way the Council responded to Miss X’s complaints. The Council has agreed to apologise, make payments to recognise Miss X’s distress and extra time and trouble spent complaining and discuss the issues raised in Miss X’s complaint with the taxi company. It has also agreed to provide details of the measures taken to ensure improvements in the school transport service provided by the taxi company and to review its complaint handling.
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Mole Valley District Council (24 015 178)
Statement Upheld Enforcement 27-May-2025
Summary: Mrs X complained about the Council’s failure to take prompt enforcement action against her neighbours’ breach of planning permission. We found the Council to be at fault because it allowed the case to drift and so took too long to act. This caused Mrs X avoidable frustration, time and trouble. To remedy this injustice, the Council has agreed to apologise to Mrs X, made a symbolic payment and improve its customer service.
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Coxbench Hall Limited (24 015 264)
Statement Not upheld Charging 27-May-2025
Summary: Mrs X complained about the Care Home’s handling of her husband’s (Mr X) notice period which she says it incorrectly charged him for. The Care Home charged Mr X for his notice period in line with his contract and without fault.
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London Borough of Camden (24 015 570)
Statement Upheld Homelessness 27-May-2025
Summary: Miss X complained about how the Council dealt with the disrepair issues at her temporary accommodation. The Council was at fault for its failure to properly deal with and resolve the disrepair issues Miss X reported to it. The Council’s faults caused Miss X distress, worry, inconvenience, frustration and she and her child continued to live in accommodation with recurring disrepair for a significant period. The Council will take action to remedy the injustice caused.
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Kent County Council (24 016 061)
Statement Upheld Charging 27-May-2025
Summary: Mrs X complained that the Council took too long to make funding arrangements to support her mother’s place in a care home. We found the Council to at fault because it took over a year to resolve. This caused Mrs X significant distress and frustration. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment to Mrs X. It will also take action to improve its service.