Decision search
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East Sussex County Council (24 008 243)
Statement Not upheld Assessment and care plan 28-May-2025
Summary: There was no fault by the Council which met Mr Y’s eligible care and support needs while it identified a suitable supported living placement for him and put in place funding to enable Mr Y to receive care and support while his mother Ms X worked.
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Wokingham Borough Council (24 009 307)
Statement Upheld Special educational needs 28-May-2025
Summary: Mrs X complained the Council failed to secure the provision set out in her son, Y’s Education, Health and Care (EHC) Plan, and failed to issue an amended plan within the correct timescale for a phase transfer. We found the Council was at fault for delays and failing to secure all provision in Y’s EHC Plan. This Council agreed to apologise and provide symbolic financial payments for the distress and uncertainty caused.
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United Health Group Limited (24 009 910)
Statement Upheld Residential care 28-May-2025
Summary: Mr X complained about Bunkers Hill Care Home run by United Health Group Limited and its poor communication with his family and the hospital when his late step-father, Mr Y, became unwell. He also complained it did not have enough staff on duty. The Care Provider was at fault. It failed to notify Mr Y’s family when he became unwell and was taken into hospital. The Care Provider has accepted it was at fault and apologised to Mr Y’s family. It also made changes to its service to prevent a recurrence of fault. This was appropriate. There was no fault in the number of staff on duty.
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Staffordshire County Council (24 009 956)
Statement Upheld Special educational needs 28-May-2025
Summary: Miss X complained the Council failed to arrange suitable education for her daughter, W, when she was unable to attend school. The Council was at fault. This caused Miss X upset and frustration and meant W missed out on education and special educational provision she was entitled to. To remedy their injustice, the Council will apologise, pay Miss X £3550 and review its practices to prevent the fault happening again.
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London Borough of Hillingdon (24 010 459)
Statement Not upheld Charging 28-May-2025
Summary: Ms X complained that a delay in carrying out a financial assessment meant that her mother was not aware she would be charged for care in her home. And that no free reablement care was received after two hospital stays. There is no evidence of fault. The delay in the financial assessment was not the fault of the Council and there is no evidence Ms X’s mother was eligible for reablement care.
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Brighton & Hove City Council (24 010 650)
Statement Not upheld Homelessness 28-May-2025
Summary: Mr X complained about the Council’s failure to properly assess his care needs and the support he received in a supported accommodation placement. He said he experienced distress, and his mental health was impacted as a result. We found no fault by the Council. It properly reached decisions around the placement and support Mr X should receive based on the information available to it at the time.
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London Borough of Southwark (24 014 656)
Statement Closed after initial enquiries Refuse and recycling 28-May-2025
Summary: We will not investigate Miss X’s complaint about a failed bulky waste collection nor issues with the Council’s complaints process. The Council apologised, offered a refund, and a symbolic payment to Miss X. It acknowledged a procedural error in its payment processing and said it would send the refund within four weeks. An investigation is unlikely to achieve anything further.
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East Sussex County Council (24 017 390)
Statement Upheld Other 28-May-2025
Summary: Miss X complained about how the Council delivered support to her children. We have found that the Council was at fault, as it has not yet dealt with Miss X’s complaint properly. It will now do so.
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Bracknell Forest Council (24 017 608)
Statement Upheld Safeguarding 28-May-2025
Summary: Mr X complained the Council failed to discharge its legal duties towards him. We upheld part of Mr X’s complaint. There was no requirement for the Council to complete safeguarding enquiries and so there was no fault saying it would not progress a safeguarding investigation. However, a social care assessment should have been completed when Mr X said he was struggling with daily activities because of pain. The complaint response did not identify this and so was inadequate. Mr X suffered avoidable distress. The Council will issue an apology, make a symbolic payment and complete the social care assessment already started.
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Dover District Council (24 017 620)
Statement Closed after initial enquiries Private housing 28-May-2025
Summary: Mr X complained the Council failed to take enforcement action against his landlord in relation to disrepair at his property. We have discontinued the investigation into this complaint as Mr X has brought Judicial Review proceedings against the Council.