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Hampshire and Isle of Wight Healthcare NHS Foundation Trust (24 004 851a)
Statement Upheld Education, health and care plans 30-Jun-2025
Summary: Ms M complained about the actions of Hampshire County Council (the Council), Hampshire and Isle of Wight Healthcare NHS foundation Trust (the Trust) and NHS Hampshire and Isle of Wight Integrated Care Board (the ICB). Ms M complained the organisations failed to ensure her child, S, received therapy provision set out in his Education, Health and Care (EHC) Plan. She also complained about the Council’s and Trust’s complaint handling. We have upheld parts of Ms M’s complaint relating to therapy provision and complaint handling. The organisations have accepted our recommendations. We have now completed our investigation.
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NHS Hampshire and Isle of Wight ICB (24 004 851b)
Statement Upheld Education, health and care plans 30-Jun-2025
Summary: Ms M complained about the actions of Hampshire County Council (the Council), Hampshire and Isle of Wight Healthcare NHS foundation Trust (the Trust) and NHS Hampshire and Isle of Wight Integrated Care Board (the ICB). Ms M complained the organisations failed to ensure her child, S, received therapy provision set out in his Education, Health and Care (EHC) Plan. She also complained about the Council’s and Trust’s complaint handling. We have upheld parts of Ms M’s complaint relating to therapy provision and complaint handling. The organisations have accepted our recommendations. We have now completed our investigation.
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Suffolk County Council (24 013 185)
Statement Closed after initial enquiries Other 30-Jun-2025
Summary: We will not investigate Mrs X’s complaint the Council failed to communicate appropriately with her about her mother’s care and support. This is because there is insufficient evidence of fault.
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City of Wolverhampton Council (24 013 271)
Statement Upheld Refuse and recycling 30-Jun-2025
Summary: Mrs X complained the Council failed to collect and/or return her garden bin on several occasions. While we find no fault in how the Council handled the missed bin collections, we do find fault in the way it managed her contact. However, this did not result in a significant injustice. We also find fault in the Council’s delay responding to her complaint, which caused her avoidable distress. We recommend the Council reviews the decision to restrict her contact.
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Birmingham City Council (24 015 405)
Statement Not upheld Special educational needs 30-Jun-2025
Summary: Mr X complains on behalf of Ms Y that the Council failed to deal with Ms Y’s education properly, causing missed education provision and avoidable distress. The Council is not at fault.
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London Borough of Waltham Forest (24 015 597)
Statement Upheld Assessment and care plan 30-Jun-2025
Summary: Mrs X complained the Council delayed carrying out a review of her carer’s assessment. We find the Council was at fault for its delay in completing the review. This caused Mrs X upset and frustration. The Council has agreed to our recommendations to make a payment to Mrs X and implement a service improvement.
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Peterborough City Council (24 015 872)
Statement Upheld Child protection 30-Jun-2025
Summary: Mr X complained the Local Authority Designated Officer (LADO) failed to oversee allegations against him properly. We did not uphold this complaint because the LADO followed the correct procedure. Mr X also complained the Council did not respond to his complaint. The LADO failed to refer Mr X to the Council’s complaints team which was fault causing Mr X avoidable distress. The Council will apologise and issue guidance to officers in the LADO team about identifying a complaint and signposting the person to the complaints team.
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Essex County Council (24 016 518)
Statement Upheld Special educational needs 30-Jun-2025
Summary: Ms X complained the Council failed to arrange suitable education for her daughter, Miss Y, for the 2024/25 school year. The Council failed to secure the education from Miss Y’s Education Health and Care Plan after the college she was supposed to attend did not admit her. It also failed to review Miss Y’s plan when it should have done and communicated with Ms X poorly. This caused Miss Y to miss around a year of education and also caused Miss Y and Ms X avoidable distress. The Council agreed to apologise, and pay them a financial remedy. It also agreed to issue reminders to its staff.
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Central Bedfordshire Council (24 016 583)
Statement Upheld Special educational needs 30-Jun-2025
Summary: The Council delayed issuing an amendment notice for Mrs X’s child, Y’s, Education, Health and Care Plan following an annual review. This caused Mrs X uncertainty and frustration, but Y did not miss out on any SEN provision. The Council has agreed to apologise and make a payment to Mrs X.
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West Sussex County Council (24 016 899)
Statement Upheld Assessment and care plan 30-Jun-2025
Summary: Mr X complained that the Council delayed in completing a needs assessment and then delayed in putting in place the help he needed. Mr X says this caused him stress and caused a deterioration in his mental and physical health. We find fault in the Councils actions for delay in completing the assessment and putting in place the funding for the help Mr X needed. We recommend the Council issues Mr X with an apology, pays a financial payment and completes service improvements.