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West Northamptonshire Council (24 005 344)
Statement Upheld Special educational needs 31-Mar-2025
Summary: We upheld Ms X’s complaint about delay in issuing Y’s Education Health and Care Plan and delay in arranging alternative educational provision. This caused avoidable frustration, uncertainty, distress and a loss of provision. The Council will issue an apology, and make payments for missed provision, distress/uncertainty and reimburse the cost of an Educational Psychologist's report.
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London Borough of Barnet (24 006 982)
Statement Upheld Other 31-Mar-2025
Summary: Mrs Z complained about the actions of an enforcement officer when he visited her property in respect of a breach of planning control. We have found fault with the Council’s actions. The Council has agreed to apologise to Mrs Z, make a symbolic payment of £500 and improve its procedures for the future.
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London Borough of Brent (24 007 115)
Statement Upheld Housing benefit and council tax benefit 31-Mar-2025
Summary: Mrs X complained about the way the Council assessed her request for a Discretionary Housing Payment. Mrs X says this caused her distress and financial losses. We have found fault in the Councils actions for failing to confirm if Mrs X received either Housing Benefit or Universal Credit before making its decision. The Council has agreed to issue an apology and pay Mrs X a financial payment.
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Leeds City Council (24 007 590)
Statement Upheld Special educational needs 31-Mar-2025
Summary: Miss X complained about how the Council reviewed and amended her child, W’s, Education, Health and Care (EHC) Plan. Miss X also complained the Council failed to provide W with education when they struggled to attend school. The Council was at fault in how it carried out W’s EHC Plan reviews and made changes to their Plan. The Council was also at fault in how it decided whether it should arrange alternative education for W. We cannot say, even on balance, that this fault meant W missed out on education. The faults caused Miss X upset, frustration and uncertainty. To remedy her injustice, the Council will apologise and pay Miss X £700. The Council will remind staff they must keep suitable records of their decision-making on alternative education provision.
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London Borough of Southwark (24 007 672)
Statement Upheld Allocations 31-Mar-2025
Summary: Miss X complained about the Council’s handling of her housing application and complaint. We find delay in the Council’s handling of her housing application and complaint, causing avoidable distress and uncertainty. The Council has agreed to apologise and make a payment to Miss X.
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Stoke-on-Trent City Council (24 008 275)
Statement Upheld Residential care 31-Mar-2025
Summary: Ms X complained about the standard of care her mother Mrs Y received when the Council organised respite care at The Old Vicarage Nursing Home. We find the Council at fault regarding the way the care provider managed a cyst on Mrs Y, and subsequently investigated Ms X’s concerns. This caused injustice in the form of distress and frustration. We recommend the Council apologises and makes a symbolic payment.
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Worcestershire County Council (24 009 027)
Statement Upheld Safeguarding 31-Mar-2025
Summary: Mr X and Ms Y complained how the Council handled the safeguarding concerns about their grandmother. We find the Council was at fault for its delay in realising it was not the authority responsible for handling Mr X’s and Ms Y’s concerns. This caused them frustration and upset. The Council has apologised and put in place service improvements to prevent a recurrence of the fault. This is an appropriate remedy to reflect the injustice caused by fault. We do not recommend anything further.
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Birmingham City Council (24 009 277)
Statement Closed after initial enquiries Looked after children 31-Mar-2025
Summary: We will not investigate Mrs B’s complaint about her experience as a looked-after child between 2005 and 2010. This is because significant time has passed since and we could not complete a robust investigation of this historic matter.
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Birmingham City Council (24 009 670)
Statement Not upheld Assessment and care plan 31-Mar-2025
Summary: Ms X complained the Council failed to provide appropriate support to her son, Mr Y, as a child and as adult and did not support him to move out of the family home. There was no fault in the Council’s actions.
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London Borough of Haringey (24 009 764)
Statement Upheld Antisocial behaviour 31-Mar-2025
Summary: Miss F complained the Council did not take effective action to resolve anti-social behaviour she was experiencing from a neighbouring property. The Council was at fault, because it misunderstood its legal jurisdiction on several relevant points, which caused uncertainty. The Council should apologise and offer to pay Miss F a financial remedy to reflect this, and implement improvements to its service.