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Statement Upheld Assessment and care plan 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Manchester University NHS Foundation Trust (23 013 641a)
Statement Upheld Community hospital services 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Statement Upheld Residential care 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
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Bury Metropolitan Borough Council (24 000 950)
Statement Upheld Child protection 07-Jul-2025
Summary: Miss X complained about the way the Council dealt with her son’s care. The Council was at fault for delaying in completing the statutory complaint procedure and failing to provide a suitable remedy for the faults identified through the statutory complaint procedure. This caused Miss X distress and frustration. The Council will apologise, make a payment and send us evidence of completed service improvements.
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Northumberland County Council (24 008 077)
Statement Upheld Land 07-Jul-2025
Summary: We will not investigate this complaint the Council has not maintained a piece of land. That is because this dispute about responsibility and ownership is best considered by the courts.
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London Borough of Haringey (24 008 207)
Statement Upheld Homelessness 07-Jul-2025
Summary: Miss X complained the Council has failed to address a leak in the boiler in the temporary accommodation she lives in. We find the Council was at fault for failing to follow up with the landlord about a boiler part Miss X said had to be replaced. This caused Miss X frustration, upset and uncertainty. The Council has agreed to our recommendations to apologise to Miss X and make a payment to her.
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Staffordshire County Council (24 010 858)
Statement Upheld Special educational needs 07-Jul-2025
Summary: Mrs X complained of significant delay in the Council’s assessment of her son for an Education Health and Care Plan (EHC Plan). She also complained she was unreasonably denied sight of her son’s EP report and communication was poor. We found there was significant delay in the EHC Plan assessment process, but no fault in the Council’s overall communication and sharing of the EP assessment report. We recommended a remedy to reflect the loss of education and support during the period of delay.
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London Borough of Tower Hamlets (24 011 517)
Statement Upheld Special educational needs 07-Jul-2025
Summary: Miss X complained the Council failed to properly provide for her child, Y’s, special educational needs. The Council failed to arrange all the support it said Y should receive, failed to properly oversee their education and communicated with Miss X poorly. This led to Y missing out on significant education and caused both Miss X and Y avoidable distress. The Council agreed to apologise, ensure Y is receiving all the support in their Education Health and Care plan and pay Miss X a financial remedy. It also agreed to review how it oversees none-school-based education packages and issue reminders to its staff.
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Leeds City Council (24 011 815)
Statement Closed after initial enquiries Parking and other penalties 07-Jul-2025
Summary: We will not investigate this complaint about parking provision because there is not enough evidence of fault to justify investigating.
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West Northamptonshire Council (24 012 531)
Statement Upheld Charging 07-Jul-2025
Summary: Mr Y complained about the way the Council charged for the domestic care services delivered to his father-in-law, Mr X. We found fault in the way the Council charged Mr X. The Council failed to provide information on its charging and to send documents following Mr X’s care needs assessment. The Council also significantly delayed Mr X’s financial assessment. The Council’s fault caused injustice to Mr X as he was not aware he would be charged for his care and how much he would need to pay. The Council has agreed to apologise and waive some of Mr X’s care charges. It has also agreed to carry out some service improvements.