Decision search
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Coventry City Council (24 004 090)
Statement Upheld Other 21-Feb-2025
Summary: Ms X complained about failings by the Council’s Adult Social Care service to support both her and her adult son, Mr Y. We found the Council at fault for failing to follow-up on respite care, and for failing to properly consider what support it could offer when Mr Y’s behaviour escalated. The Council agreed to provide a symbolic financial remedy for the distress this caused. The Council was also at fault over the advice it gave on emergency accommodation, but this did not cause significant injustice.
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Bristol City Council (24 004 120)
Statement Upheld Special educational needs 21-Feb-2025
Summary: Ms X complains the Council failed to finalise her child’s education, health and care plan within statutory timeframes. This is fault and the delay resulted in Ms X’s child receiving the provision to meet her needs eight months later than she should have. The Council has agreed to remedy this injustice by apologising to Ms X and making a payment to her to acknowledge the loss of provision and the avoidable distress caused by the fault.
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London Borough of Tower Hamlets (23 008 946)
Statement Upheld Other 20-Feb-2025
Summary: Mr X complained the Council failed to properly store important information about a planning agreement with his landlord. This led to an avoidable delay in providing this information. Further, Mr X complained about the Council’s communication and its failure to consider and implement requested reasonable adjustments. He also complained the Council failed to meet its complaint timescales, failed to properly record his complaints, and failed to fully address the complaints he made. We have found the Council at fault for its communication with Mr X and for failing to have due regard to his requested reasonable adjustments. We have also found the Council at fault for its complaint handling and for examples of poor administrative practice. The Council has agreed to apologise, pay a symbolic financial remedy, and provide guidance to staff.
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East Sussex County Council (23 012 153)
Statement Not upheld Assessment and care plan 20-Feb-2025
Summary: There is no evidence of fault by the Council in the way it managed Mr X’s domiciliary care provision, or his complaints about this.
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London Borough of Camden (23 016 957)
Statement Upheld Homelessness 20-Feb-2025
Summary: Miss X complains about the Council’s handling of her homelessness application. We find fault with the Council for delay with the points review, and for sending correspondence to her old address after she told it not to. We have agreed a symbolic payment for the frustration and distress caused.
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Warwickshire County Council (23 018 941)
Statement Upheld Special educational needs 20-Feb-2025
Summary: Miss X complained the Council failed to carry out annual reviews and subsequently did not issue updated Education, Health and Care Plans for her daughter. Miss X says her daughter was unable to access additional support at school as a result. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and carry out service improvements to prevent a reoccurrence.
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West Sussex County Council (23 019 984)
Statement Upheld Special educational needs 20-Feb-2025
Summary: Miss X complained the Council delayed completing her son, Y’s Education, Health and Care (EHC) needs assessment and failed to put in alternative provision in place when he stopped attending school in January 2023. The Council delayed completing Y’s EHC needs assessment which caused a subsequent delay in issuing his final Plan. The Council agreed to make a payment to recognise the frustration and delayed appeal rights. The Council did not properly consider at the time whether it had a duty to provide alternative provision, however Y’s school did offer appropriate support and a reintegration plan and so any fault did not cause an injustice. The Council will carry out service improvements around its communication and record keeping.
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Nottingham City Council (24 014 615)
Statement Closed after initial enquiries Other 20-Feb-2025
Summary: We will not investigate this complaint about a boundary dispute and anti-social behaviour because we cannot investigate the Council’s actions as landlord and it is reasonable to expect Miss X to take property disputes to court.
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Royal Borough of Kingston upon Thames (24 014 947)
Statement Upheld Homelessness 20-Feb-2025
Summary: We will not investigate Ms X’s complaint about the Council’s failure to carry out a review of its decision she was “not homeless”, which caused her distress. We asked the Council to take appropriate action to remedy the injustice caused. It has agreed to apologise and carry out a review within eight weeks.
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East Suffolk Council (24 015 112)
Statement Closed after initial enquiries Antisocial behaviour 20-Feb-2025
Summary: We will not investigate this complaint about the Council’s failure to act on reports that the complainant’s neighbour is breaching an Abatement Notice. We have not seen enough evidence of fault in the way the Council considered the reports to justify an investigation.