Decision search
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London Borough of Hounslow (24 022 655)
Statement Closed after initial enquiries Council tax support 26-Mar-2025
Summary: We will not investigate this complaint about when the complainant became eligible to receive council tax support. This is because this decision carries a right of appeal to a statutory tribunal which it would be reasonable for the complainant to exercise. We have no jurisdiction to investigate in these circumstances.
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Royal Borough of Kensington & Chelsea (24 022 683)
Statement Closed after initial enquiries Homelessness 26-Mar-2025
Summary: We will not investigate this complaint about Ms X’s homelessness. It is appropriate for Ms X to continue using her legal review right.
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Solihull Metropolitan Borough Council (23 021 400)
Statement Upheld Special educational needs 26-Mar-2025
Summary: Miss X complained the Council failed to ensure her child, Y received an education in line with the provision set out in their Education, Health and Care (EHC) Plan between October 2023 and July 2024. The Council was at fault. Y’s school only let them attend for two hours a day and the Council failed to maintain oversight or resolve this despite Miss X’s complaints. This meant Y did not receive the specialist provision in the Plan during this period. The Council agreed to make payments to acknowledge the impact this had on Y’s education and the distress and uncertainty caused to Miss X. It will also carry out service improvements.
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Sefton Metropolitan Borough Council (24 002 287)
Statement Upheld Safeguarding 26-Mar-2025
Summary: Mrs C complains a care home acting on behalf of the Council failed to safeguard her mother, Mrs D, which resulted in a fall and extensive injuries. The Council is at fault for failing to provide the care home with a copy of Mrs D’s assessment and the care home failed to properly risk assess Mrs D. This has caused uncertainty about whether Mrs D would have fallen as she did. To remedy the complaint the Council has agreed to apologise to Mrs D and Mrs C, make a symbolic payment for the uncertainty caused, and service improvements.
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Nottingham City Council (24 002 449)
Statement Not upheld Safeguarding 26-Mar-2025
Summary: Mrs X and Mrs Y complain that the Council failed to undertake an appropriate safeguarding investigation after their sister Ms A developed a serious pressure sore in the care home where she lived. The evidence available shows that the Council considered properly how the care provider acted in accordance with the relevant guidance.
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Gloucester City Council (24 006 605)
Statement Closed after initial enquiries Enforcement 26-Mar-2025
Summary: We will not investigate Mrs X’s complaint about the Council’s oversight of the building of her neighbour’s extension, it not investigating issues with the development, and not supporting her. There is not enough evidence of fault by the Council to warrant us investigating. There is insufficient evidence that Council action or inaction caused Mrs X’s claimed injustices. It would be reasonable for Mrs X to take the private civil matters caused by the neighbour’s development to court if required. We also cannot achieve the outcomes she wants from her complaint.
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Statement Upheld Special educational needs 26-Mar-2025
Summary: Miss X complained there was delay in providing her daughter, Y, with an Education Health and Care Plan (EHC Plan). She also complained there was a failure to provide Y with an education following her permanent exclusion. There was also a failure to provide agreed equine therapy and the provision set out in her EHC Plan. We found there was delay in issuing the EHC Plan and there was a lack of education and provision. This set back her daughter’s education and caused distress. We recommended an apology and payment to recognise the impact.
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Hertfordshire County Council (24 007 910)
Statement Upheld Alternative provision 26-Mar-2025
Summary: Mrs X on behalf of her daughter Miss Z, complained the Council failed to provide suitable alternative education when she was unable to attend school due to illness. The Council failed to consider what education Miss Z could manage and failed to provide alternative provision for a year affecting Miss Z’s mental health and causing her to fall behind her peers. An apology and a financial remedy for the uncertainty is agreed.
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Anchor Hanover Group (24 008 454)
Statement Upheld Residential care 26-Mar-2025
Summary: Mrs W complains about the care provided to her father, Mr Y, during the time he was resident at Nelson Lodge care home. The home has already upheld some parts of the complaint. In our view, the home also failed to properly assess and manage Mr Y’s risks, and did not act upon guidance given by medical professionals about the management of an ongoing skin condition. The remedy already offered by the home is appropriate and we do not recommend anything further for Mr Y. However, the home will acknowledge the uncertainty caused to Mrs W with a symbolic payment of £250.
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London Borough of Harrow (24 009 300)
Statement Upheld Allocations 26-Mar-2025
Summary: Miss X complained about how the Council dealt with her housing application and for delays in resolving a system error that prevented her from bidding for properties. We find the Council at fault for delays in the process of assessing Miss X’s application and rectifying a system error, causing uncertainty for Miss X. The Council has agreed to apologise and make a payment to recognise the injustice.