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St Georges University Hospitals NHS Foundation Trust (23 017 554b)
Statement Upheld Education, health and care plans 07-Mar-2025
Summary: Ms X complains about delays by the Council and the Trust in completing an autism assessment for her child and for not fast‑tracking their assessment. We found fault with the initial referral, but the Trust has already remedied this. We also found fault with the triage panel meeting that led to some delay. We did not find fault by the Council and the Trust with how they considered Ms X’s fast‑track request. However, fault with a panel meeting led to some uncertainty about whether this could have been considered sooner. We have recommended the Trust and the Council take actions to address the faults and apologise for the distress caused to Ms X.
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Hertfordshire County Council (24 000 965)
Statement Upheld Special educational needs 06-Mar-2025
Summary: Miss X complained the Council failed provide suitable education for her child who has been absent from school since November 2021. Miss X also complained the Council delayed reviewing her child’s Education, Health and Care Plan. We found fault with the Council for failing to make suitable education available for two terms and five weeks. The Council agreed to apologise to Miss X and pay her £2,980 for her child’s missed education. The Council already accepted its fault for delaying outside the statutory timescales in reviewing the EHC Plan for nine and a half months. We maintain the Council’s offer of £900 for the distress and inconvenience caused through its delays.
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Surrey County Council (24 001 751)
Statement Upheld Other 06-Mar-2025
Summary: Mrs D complained the Council commissioned care provider (Crowthorne Care Surrey Ltd. t/a Esto Care) in her supported living placement, is failing to provide her with care and support. We found that support was provided in line with Mrs D’s care and support plan and there was no fault in the Council’s safeguarding process. However there had been medication errors and delay in complaint handling. The Council has agreed to apologise to Mrs D to remedy the distress caused.
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Bristol City Council (24 002 809)
Statement Upheld Alternative provision 06-Mar-2025
Summary: Mrs X complains the Council has not made alternative education provision for her son. The Council is at fault because it did not properly consider whether it should make alternative education provision. Mrs X suffered avoidable distress and Y missed educational provision. The Council should apologise, pay Mrs X £4,500 and provide guidance to staff.
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London Borough of Lambeth (24 003 708)
Statement Upheld Homelessness 06-Mar-2025
Summary: The Council was at fault because it delayed responding to Mr X’s review request about the suitability of his temporary accommodation. Mr X was then left in unsuitable accommodation for longer than necessary. The Council has agreed a financial remedy.
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Lancashire County Council (24 004 712)
Statement Upheld Residential care 06-Mar-2025
Summary: Mrs X complained about the standard of care her mother (Mrs Y) received in a council commissioned residential care home. She also complained the Council delayed completing the subsequent safeguarding investigation. The Council was at fault as it took 6 months to complete the safeguarding investigation and found the Care Home failed carry out some of Mrs Y’s care in line with her care plan. The Care Home also delayed making referrals on Mrs Y’s behalf for her health. This has caused distress, frustration and uncertainty about the care Mrs Y was receiving. The Council has agreed to apologise and make a symbolic payment to acknowledge the injustice caused.
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London Borough of Camden (24 005 110)
Statement Upheld Allocations 06-Mar-2025
Summary: Miss X complained about delays in how the Council assessed her priority for social housing. There was fault in how the Council took too long to assess Miss X’s medical priority and review its decision and in how it communicated with Miss X. The Council agreed to apologise, pay Miss X a financial remedy, and produce an action plan to address its backlog of overdue reviews.
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Statement Upheld Special educational needs 06-Mar-2025
Summary: Miss X complained the Council delayed issuing her adult child’s education, health and care plan after a review. Miss X said this meant her child did not have any adult education, and it caused unnecessary and avoidable distress to her and the family. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and make a payment to remedy the injustice caused.
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Cheshire East Council (24 006 928)
Statement Upheld Other 06-Mar-2025
Summary: Mrs X complained the Council failed to provide a personal assistant to support her disabled child between February-November 2024. She also complained the Council refused her request for residential respite care. The Council was at fault for failing to provide a personal assistant for a period of nine months. However, the Council assessed Mrs X’s request for residential care in line with the relevant law and guidance without fault. The Council has agreed to apologise and make a payment to Mrs X to recognise the distress, frustration and uncertainty caused by the lack of support that was in place for her child between February-November 2024.
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Athena Healthcare (Park Road) Limited (24 007 255)
Statement Closed after initial enquiries Residential care 06-Mar-2025
Summary: We will not investigate this complaint about the Care Provider’s response to a request for information and its response to Mr X’s contact. The Information Commissioner’s Office is best placed to deal with complaints about how organisations handle requests for information. There is insufficient evidence of fault by the Care Provider in its related actions.