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Statement Upheld Special educational needs 27-Aug-2025
Summary: Mrs X complained the Council failed to provide alternative provision for her son when he stopped attending school and was late to issue an amended Education, Health and Care Plan following an annual review in early 2024. We found the Council was at fault for the delay in implementing the medical tuition it had agreed to and the delay in issuing the final Plan. This caused Mrs X distress, uncertainty and likely meant that her son missed suitable education. The Council should pay Mrs X £300 to recognise the injustice she experienced and additional £1500 for the education her son likely lost.
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Tewkesbury Borough Council (24 013 686)
Statement Upheld Noise 27-Aug-2025
Summary: Miss B complained the Council had failed to resolve a long-standing noise nuisance caused to her by a neighbouring landowner who keeps many dogs. We upheld the complaint, finding there was some unnecessary delay and poor communication in the Council’s response to Miss B’s reports. We found these faults caused injustice to Miss B in adding to the length of its investigation and avoidable distress. The Council accepted these findings. At the end of the statement, we set out actions agreed by the Council to remedy Miss B’s injustice. These include that it will apologise, make a symbolic payment to Miss B and agree a plan to include regular communication with her moving forward.
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Surrey County Council (24 015 542)
Statement Upheld Special educational needs 27-Aug-2025
Summary: Ms X complained the Council delayed completing the annual review of her child Y’s Education, Health and Care Plan, removed special educational provision from the Plan and did not provide School A with enough funding. We found the Council was at fault for the delayed annual review. The Council has apologised and offered a symbolic payment which is an adequate remedy for the avoidable confusion and delay in appeal rights.
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London Borough of Hackney (24 019 318)
Statement Upheld Alternative provision 27-Aug-2025
Summary: Miss X complained the Council failed to complete her child, Y’s, Education, Health and Care Needs Assessment within the statutory timescales. Miss X also complains Y did not receive suitable education from November 2022. Miss X says this caused her and her family distress and Y missed education. We have found fault in the Councils actions for delaying completing Y’s Education Health and Care Needs Assessment and for failing to provide Y with education. The Council has agreed to write to Miss X to apologise and pay her a financial payment.
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Royal Borough of Kensington & Chelsea (24 021 370)
Statement Closed after initial enquiries Homelessness 27-Aug-2025
Summary: We will not investigate Ms X’s complaint about refuge accommodation because it was not arranged by this Council. There is insufficient evidence of fault in the Council’s decision to end its duty to provide interim accommodation to justify further investigation.
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London Borough of Bromley (24 021 453)
Statement Upheld Transport 27-Aug-2025
Summary: We will not investigate this complaint about an unsuccessful application for a blue badge. This is because the Council agreed to reassess the application.
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Surrey County Council (24 021 791)
Statement Closed after initial enquiries Assessment and care plan 27-Aug-2025
Summary: We will not investigate this late complaint about the Council’s adult social care department. There is not a good reason for the delay in the matter being escalated to the Ombudsman.
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Devon County Council (24 021 842)
Statement Closed after initial enquiries Other 27-Aug-2025
Summary: Miss X complained Devon County Council and NHS Devon Integrated Care Board produced a document that did not accurately reflect her son’s needs and failed to explain where the information in the form came from. We will not investigate Miss X’s complaint. This is because we do not consider an investigation by the Ombudsmen would be likely to add to the work already undertaken by the Council in response to Miss X’s complaint.
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Statement Closed after initial enquiries Other 27-Aug-2025
Summary: Miss X complained Devon County Council and NHS Devon Integrated Care Board produced a document that did not accurately reflect her son’s needs and failed to explain where the information in the form came from. We will not investigate Miss X’s complaint. This is because we do not consider an investigation by the Ombudsmen would be likely to add to the work already undertaken by the Council in response to Miss X’s complaint.
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Staffordshire County Council (25 000 325)
Statement Closed after initial enquiries Domiciliary care 27-Aug-2025
Summary: We will not investigate this complaint about adult social care provided at home. The claimed injustice is not significant enough to justify our involvement. The issues are not ongoing as the Council changed the care provider.