Decision search
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London Borough of Bexley (24 005 655)
Statement Upheld Special educational needs 31-Jan-2025
Summary: Mr X complained the Council delayed increasing his direct payments in line with the National Minimum Wage increase between April and June 2024. The Council delayed implementing the increase which meant Mr X could not fully pay carers during that period. The Council had already paid the shortfall to Mr X and took action to ensure the same fault does not occur again. It agreed to apologise and make a symbolic payment to recognise the distress, uncertainty and time and trouble caused to Mr X.
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London Borough of Bromley (24 005 979)
Statement Upheld Special educational needs 31-Jan-2025
Summary: Mrs X complained the Council failed to secure the special educational provision in her child, W’s, Education, Health and Care (EHC) Plan. The Council was at fault, which meant W missed out on one and a half terms of provision they should have had. The fault also caused Mrs X avoidable upset. To remedy her and W’s injustice, the Council will apologise to Mrs X, pay her a total £1500 and review the systems it has to monitor consultations with educational providers.
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Westmorland and Furness Council (24 006 080)
Statement Upheld Domiciliary care 31-Jan-2025
Summary: The Council acknowledged failings in the domiciliary care provided to Mrs Y during this investigation, but it failed to offer a remedy for the injustice caused. We have made recommendations to address this.
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Bristol City Council (23 018 744)
Statement Upheld Special educational needs 31-Jan-2025
Summary: There was fault by the Council. It failed to ensure that a child’s Education Health and Care Plan was reviewed within the legal timeframe. The Council has shown that it made sure the child received the speech and language therapy she was entitled to. However, it failed to make sure that the child received occupational therapy set out in the Plan. The Council made sure this provision was increased so the child could catch up, but did not remedy the distress the shortcomings had caused the child’s mother. The Council has agreed to take further action to remedy this complaint.
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Bondcare (London) Limited (24 000 374)
Statement Upheld Charging 31-Jan-2025
Summary: Mrs Y complained about the care provided by Bondcare (London) Limited to her father, Mr Y. She also complained the Care Provider gave her misleading advice about the cost of his placement and how to apply for funding. We found fault by the Care Provider in some aspects of Mr Y’s care. The Care Provider agreed to apologise and make a payment in recognition of the distress caused.
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Surrey County Council (24 001 383)
Statement Upheld Special educational needs 31-Jan-2025
Summary: Mrs X complains the Council missed statutory deadlines when processing her child’s education, health and care plan. The Council has acknowledged there were delays in issuing the final plan and it has agreed to remedy the injustice caused to Mrs X and her child.
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London Borough of Barking & Dagenham (24 002 773)
Statement Upheld Special educational needs 31-Jan-2025
Summary: We uphold Mrs E’s complaint finding there were several flaws in the Council’s oversight of her child’s Education, Health and Care Plan. These meant that for over two years there was no satisfactory review of the Plan which became out of date. We found this caused injustice to Mrs E and her child, including as distress. The Council has accepted these findings and at the end of this statement, we set out the action it has agreed to take to remedy this injustice and improve its service.
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Rother District Council (23 007 804)
Statement Upheld Enforcement 31-Jan-2025
Summary: Mr D complained about how the Council handled his concerns about planning and environmental control breaches by his neighbour since 2021. We found fault by the Council for causing unnecessary delays from Summer 2024. It was not at fault for the delays in taking enforcement action prior to this. The Council should apologise and make payment to Mr D to acknowledge the distress and uncertainty its delays are causing him.
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Southend-on-Sea City Council (23 008 265)
Statement Upheld Residential care 31-Jan-2025
Summary: Mrs X complained about the care provided to her mother, Mrs Y, by a Council-funded care home. These concerns were investigated by the Council during two safeguarding enquiries. We found the Council took too long to complete the first enquiry, leaving Mrs Y exposed to risk for longer than necessary. Many of Mrs X’s concerns were substantiated by both enquiries, and so we found fault with the Council for delivering poor care. We also criticised the Council’s complaint handling. We made recommendations to address the faults we found.
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Devon County Council (23 016 058)
Statement Upheld Child protection 31-Jan-2025
Summary: Ms A complained about the way the Council dealt with her child in need matter. She said the Council has caused undue distress and harm to her child. We found the Council at fault and recommended the Council make a payment to Ms A in recognition of any injustice caused.