Decision search
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Oxfordshire County Council (23 016 722)
Statement Upheld Special educational needs 03-Dec-2024
Summary: Mr X complained the Council failed to meet the statutory timescales in reviewing and producing his child’s Education, Health and Care Plan. Mr X also complained about the way in which the Council handled his complaint. We found fault with the Council’s delays in handling both the Education, Health and Care Plan review and Mr X’s complaint. The Council offered £200 for it’s poor complaint handling and £300 for the delays in reviewing the Education, Health and Care Plan. This was a suitable symbolic gesture with an apology for the injustice caused by the Council’s fault.
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Essex County Council (23 017 745)
Statement Upheld Assessment and care plan 03-Dec-2024
Summary: Miss X complained about the Council’s decision to stop funding activities that were previously included in her daughter, Y’s care plan, and said the Council failed to consider Y’s disability related expenditure. We find the Council at fault for the removal of an activity, miscommunication, and delay considering Y’s disability related expenditure. This has caused uncertainty, distress, and a loss of funding. The Council has agreed to apologise, make a payment to Miss X, and improve its service.
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St. Matthews Limited (23 018 909)
Statement Upheld Residential care 03-Dec-2024
Summary: There is some evidence that the care provider did not always meet Mrs X’s hydration needs while she was resident. The care provider should apologise and pay a sum to Mrs X and Mrs A in recognition of the distress caused.
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Statement Upheld Special educational needs 03-Dec-2024
Summary: We found the Council was at fault when it failed to secure the provision set out in an Education, Health and Care Plan it issued following a Tribunal hearing. This led to S missing the support she needed and caused her mother, Mrs X, distress, and frustration. The Council agreed to our recommendations set out to remedy the injustice its actions caused to Mrs X and S.
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London Borough of Waltham Forest (23 019 405)
Statement Upheld Allocations 03-Dec-2024
Summary: We found fault in the way the Council communicated with the complainant (Miss X) as well as in the Council’s record keeping and complaint handling. This fault caused Miss X injustice. The Council has agreed to apologise, provide some information to Miss X on her housing options and make symbolic payments. The Council has also agreed to carry out some service improvements.
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Hampshire County Council (24 001 385)
Statement Upheld Charging 03-Dec-2024
Summary: Mr X complained about the way the Council has assessed his father, Mr Y’s finances and calculated his contribution towards the cost of his care. We found there is no evidence of fault in the way the Council assessed Mr Y’s finances. However the delays in responding to Mr X’s complaints amount to fault, for which the Council should apologise.
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Barchester Healthcare Homes Limited (24 002 136)
Statement Upheld Residential care 03-Dec-2024
Summary: Ms T complained about the way Barchester Healthcare Homes dealt with payment for her father’s care. We found the Council is at fault in its communication with Ms T. Barchester Healthcare Homes has recognised this and apologised. It has also agreed to make a symbolic payment to Ms T in recognition of the impact on her.
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Cambridgeshire County Council (24 003 043)
Statement Upheld Alternative provision 03-Dec-2024
Summary: There was fault by the Council. The Council delayed issuing an Education, Health and Care Plan and did not provide alternative educational provision for a child for the final year of primary school. Apologising and making a symbolic payment remedies the injustice. The child is now attending a specialist secondary school.
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Milton Keynes Council (24 003 185)
Statement Upheld Charging 03-Dec-2024
Summary: Mr X complains the Council is wrongly charging Mrs X for care fees. He says this impacts his emotional wellbeing and causes her financial stress. We find no fault with the Council charging care fees. However, we have found fault with its handling of the complaints. The Council has agreed to make a payment to Mr X to acknowledge its poor complaint handling.
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Broxtowe Borough Council (23 021 455)
Statement Upheld Homelessness 03-Dec-2024
Summary: There was fault in the way the Council decided to offer Miss B £250 for the time she spent unnecessarily living in unsuitable accommodation. The Council has agreed to make a payment of £2700 which is in accordance with our guidance on remedies.