Decision search
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London Borough of Bromley (24 014 206)
Statement Upheld Special educational needs 03-Jul-2025
Summary: Ms X complained the Council delayed completing an Education, Health and Care (EHC) needs assessment after a tribunal ordered it to complete one in October 2023. Ms X also complained it delayed issuing the final EHC Plan for her child, Z, until July 2024, and did not provide an appropriate education in the interim. The Council was at fault. The Council will apologise and make payments to Ms X to recognise the avoidable frustration she was caused and the specialist educational provision and alternative provision Z missed out on.
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Warwickshire County Council (24 014 997)
Statement Upheld Special educational needs 03-Jul-2025
Summary: We will not investigate this complaint about how the Council dealt with matters concerning a child’s education provision. This is because doing so would not lead to a different outcome and because some matters are raised late.
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Roseberry Care Centres (England) Ltd (24 015 253)
Statement Closed after initial enquiries Charging 03-Jul-2025
Summary: We will not investigate Mrs X’s complaint her mother’s previous care home overcharged her and for charging her for nursing care even though her mother did not need this level of care. This is because an investigation would not lead to a different outcome as we are not likely to find fault.
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London Borough of Havering (24 015 829)
Statement Upheld Other 03-Jul-2025
Summary: Mrs X complained about delays with the Council’s investigation of her complaint about children’s social care. There were delays with the Council’s investigation which has caused Mrs X further avoidable distress. The Council agreed to complete its investigation without further delay, apologise to Mrs X and pay her a financial remedy. It also agreed to review part of its process for dealing with complaints about children’s services.
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Birmingham City Council (24 016 665)
Statement Upheld Allocations 03-Jul-2025
Summary: Mrs X complained about the Council’s decision to close Mr B’s housing application. We find that the Council failed to provide clear information about the documents Mr B needed to provide. This led to the closure of his housing application. The Council then failed to specify which documents he had not provided which caused avoidable frustration for Mr B and delayed his ability to join the housing register. The Council has agreed to assess Mr B’s application and if he qualifies to join the register, it will backdate his award date. The Council has also agreed to apologise, make a symbolic payment to Mr B and make service improvements.
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Advinia Health Care Ltd (24 017 914)
Statement Not upheld Charging 03-Jul-2025
Summary: Mr X complained the Care Provider increased the fee for his relative Ms Y’s care. The Care Provider should have kept a signed copy of the terms and conditions document for Ms Y’s care. This did not cause injustice, because Mr X was aware through signing a different document at the start of Ms Y’s residence, that her fees may increase. And the Care Provider wrote to him before the increase to make him aware of it.
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Milton Keynes Council (24 018 546)
Statement Upheld Special educational needs 02-Jul-2025
Summary: Ms X complained the Council delayed completing her child (Y’s) Education, Health and Care (EHC) needs assessment in line with statutory timescales. This in turn caused a delay in issuing the EHC Plan. The Council was at fault as it failed to issue Y’s EHC Plan within the statutory timescales, caused by a delay in obtaining Educational Psychologist advice. The Council has agreed to make a payment to recognise the distress, frustration and uncertainty caused.
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London Borough of Bromley (24 019 100)
Statement Upheld Special educational needs 02-Jul-2025
Summary: Ms X complained the Council did not review her child Y’s Education, Health and Care (EHC) Plan in line with the statutory guidance and failed to identify a new school placement when Y’s school said it could no longer meet their needs in 2023. The Council was at fault. Y missed out on some of their specialist educational provision for three terms which caused Ms X avoidable frustration and uncertainty. The Council will apologise, make payments to remedy the injustice and issue its decision following an annual review of Y’s EHC Plan in December 2024 without further delay.
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North Somerset Council (24 020 425)
Statement Closed after initial enquiries Safeguarding 02-Jul-2025
Summary: We will not investigate this complaint about how the Council investigated Ms X’s safeguarding concerns about a relative. There is not enough evidence of fault to warrant an investigation.
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London Borough of Islington (24 021 714)
Statement Closed after initial enquiries Homelessness 02-Jul-2025
Summary: We will not investigate Mr X’s complaint about the Council’s handling of his homelessness application from November 2023 because there is insufficient injustice caused to justify our involvement.