Decision search
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North East Lincolnshire Council (24 002 470)
Statement Upheld Child protection 07-Mar-2025
Summary: We found fault on Miss D’s complaint about the way the Council dealt with allegations against her which it referred to the Local Authority Designated Officer. Minutes were not accurate and failed to show consideration of a recommendation. There was a failure to follow procedure with the initial allegation and it did not ensure she received its final decision. The agreed action remedies the injustice caused.
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Hampshire County Council (24 003 287)
Statement Upheld Special educational needs 07-Mar-2025
Summary: Miss Y complained the Council failed to hold an emergency annual review and delayed in providing alternative provision for her child, X. We have found the Council at fault for the delay in issuing the final Education, Health and Care Plan and for failing to consider its duties when X was not attending school. These faults have caused distress, frustration and uncertainty to X and Miss Y. The Council has agreed to apologise to Miss Y and make a symbolic financial payment to remedy the injustice caused.
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Royal Borough of Kensington & Chelsea (24 004 197)
Statement Upheld Homelessness 07-Mar-2025
Summary: The complainant, Mr X, complains about the significant delays by the Council in progressing his homelessness application. He also said the Council has failed to consider whether he should be placed on the housing register and delayed responding to his complaint. We find the Council was at fault for the delay in progressing his homelessness application and delay in responding to his complaint. This caused significant distress to Mr X. The Council has agreed to make several recommendations to address this injustice caused by fault.
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Shropshire Council (24 005 723)
Statement Not upheld Council tax 07-Mar-2025
Summary: Mr X owns a building within the curtilage of his home. He says the Council told him the building would be exempt from Council Tax. As a result, he registered the building with a holiday letting company. Approximately six months later the Council said that no exemption applied and that he was liable for full Council Tax. We found no fault by the Council.
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Plymouth City Council (24 006 101)
Statement Upheld Special educational needs 07-Mar-2025
Summary: Ms D complained about the Council’s handling of the Education, Health and Care plan process for her son (X) and its delay in finding him a suitable special school. The Council agreed it was at fault for failing to adhere to the statutory process and causing unnecessary delays in finding a school placement. We also found it failed to put in place alternative provision for X for nearly a year. The Council should apologise and make payment to Ms X to acknowledge the impact its faults had on her and X.
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Manchester City Council (24 007 821)
Statement Upheld Special educational needs 07-Mar-2025
Summary: Mr X complained that the Council has failed to explain the education, health and care plan process to him as a new parent when a looked after child moved in with him and his wife; failed to offer any alternative provision; and delayed the process. We find the Council was at fault for failing to consider its section 19 duties. This meant Mr X’s adoptive son missed out on education. The Council has agreed to make several recommendations to remedy this injustice caused by fault.
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West Sussex County Council (24 008 286)
Statement Upheld School transport 07-Mar-2025
Summary: Ms X complained about the Council’s poor communication and failure to respond to her request for reasonable adjustments and her complaint about the same. The Council is at fault for failing to respond to some communication and delay responding to Ms X’s complaint. This has caused Ms X distress. The Council has already apologised and offered reasonable adjustments; this is a satisfactory remedy.
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Norfolk County Council (24 008 978)
Statement Upheld Assessment and care plan 07-Mar-2025
Summary: Mr Y complains the Council did not inform him about possible charges it would make for his father’s residential care following a hospital discharge. Mr Y says the Council issued an invoice for the charges before completing the assessment process. The Council has reviewed the case and decided to waive the outstanding care fees and make a payment of £400 in recognition of the avoidable distress caused by fault. This is an appropriate remedy, and we have not investigated the complaint further.
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Staffordshire County Council (24 009 081)
Statement Upheld Charging 07-Mar-2025
Summary: Mrs X complained about the Council’s delays and errors in calculating Mr X’s contribution towards his care home charges and in sending an unexpected invoice for substantial arrears. We found the Council’s significant delays in, and failure to advise Mrs X of, the financial assessment process are fault. This caused Mrs X unnecessary distress and concern and financial difficulties. To remedy this the Council has agreed to apologise, make a payment to Mrs X and agreed an affordable repayment plan.
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Walter Manny Limited (24 010 322)
Statement Upheld Domiciliary care 07-Mar-2025
Summary: The Care Provider adequately investigated Mrs X’s complaint about the quality of care provided by a live-in-carer to her husband, before the complaint came to this office. A suitable remedy was provided. There is no more this office could add to this.