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Statement Upheld Charging 17-Sep-2025
Summary: Mrs X complains on behalf of her late mother-in-law, Mrs Y, the council failed to take into account her rent and bills when calculating charges for her care home. Mrs X says Mrs Y does not have enough funds to cover the fees being requested by the Council. Mrs X says this has caused the family distress. We have found fault in the actions of the Council for delay in confirming what information it needed to complete the financial assessment. The Council has agreed to issue an apology, discuss the information it needs to complete the assessment and completes service improvements.
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Derbyshire County Council (24 015 971)
Statement Upheld Special educational needs 17-Sep-2025
Summary: Mrs C complained about the Council’s handling of her daughter’s (X) education when she was unable to attend her school placement, and it caused delays in the Education, Health and Care Plan process. The Council accepted it had caused delays in the statutory process and failed to act on an offer from her preferred school placement. We also found fault in its failure to provide some suitable and timely alternative provision, and delays in its complaints handling. The Council will apologise and make payment to acknowledge the injustice this caused Mrs C and X.
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Kingston Upon Hull City Council (24 016 032)
Statement Upheld Special educational needs 17-Sep-2025
Summary: We have found fault with the Council for failing to deliver alternative provision to Mrs X’s son when he was unable to attend school. This caused him to miss out on education. The Council has agreed to apologise and make a symbolic payment in recognition of the missed education. We have also found fault with the Council for the delays during the annual review process. This delayed Mrs X’s appeal rights and caused the family avoidable distress. The Council has agreed to remedy this injustice.
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Royal Borough of Greenwich (24 016 355)
Statement Not upheld School transport 17-Sep-2025
Summary: Mrs B complained that the Council was blocking access to her property preventing her son, C from accessing school transport directly outside her house. We have not found fault with the Council’s actions because it has approved the provision of two personal assistants to safely to escort C from the house to the taxi and made reasonable efforts to provide them. Neither have we found fault with the access arrangements for ongoing building work.
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West Sussex County Council (24 017 495)
Statement Upheld Assessment and care plan 17-Sep-2025
Summary: Ms C complains the Council failed to provide services to meet her family’s needs. The Council is at fault for failing to record actions and complete a carer’s assessment. This has caused uncertainty and frustration to Ms C. To put things right the Council will apologise to Ms C, make her a symbolic payment, reassess her needs as a carer and make service improvements.
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Birmingham City Council (24 017 734)
Statement Closed after initial enquiries Looked after children 17-Sep-2025
Summary: We will not investigate Ms M’s complaint about the care of her daughter because there is nothing we could add to the independent investigation that has already been carried out. There is not enough evidence of fault to justify us investigating Ms M’s complaints. And we cannot achieve the outcome Ms M wants.
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Knowsley Metropolitan Borough Council (24 018 192)
Statement Upheld Charging 17-Sep-2025
Summary: Mr B complained the Council reclaimed surplus direct payment funds from his son, Mr C’s, direct payment account which left him without respite support. He also complained the Council told the family they could no longer use their respite provider as they did not have a Care Quality Commission (CQC) registration. There was fault by the Council. The Council did not ensure annual reviews were carried out for Mr C’s direct payment account. Because of the fault, Mr B and Mr C suffered distress and uncertainty while the Council investigated matters and carried out a review of Mr C’s direct payment account. The Council has agreed to apologise to Mr B and Mr C, make symbolic payments, and issue staff briefings.
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New Forest District Council (24 022 385)
Statement Not upheld Other 17-Sep-2025
Summary: Mrs X complained that the Council failed to prevent gulls nesting in her local area. We have not found evidence of fault in the Council’s actions.
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London Borough of Havering (24 022 507)
Statement Upheld Child protection 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.
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London Borough of Havering (24 022 508)
Statement Upheld Homelessness 17-Sep-2025
Summary: Miss X complained the Council failed to provide suitable housing after adding her to the housing register in March 2023 and again when she was at risk of homelessness from August 2024. She also complained the Council failed to provide adequate support while her children were subject to a Child Protection Plan, and about the significant delays in handling her complaints. We find the Council at fault for delays in processing her housing application, failing to accept a homelessness application, not offering interim accommodation, and failing to provide adequate advice and support. We also find the Council at fault for failing to provide the support required under the Child Protection Plan, and for delay and poor handling of her complaints. This caused Miss X significant distress, prolonged uncertainty, and left her and her children living in unsafe conditions without necessary support. The Council has agreed to apologise, make a payment to Miss X, and take action to improve its housing, children’s social care, and complaints services.