Decision search
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Sunderland City Council (25 000 782)
Statement Closed after initial enquiries Private housing 18-Jun-2025
Summary: We will not investigate this complaint about Council support after the Council persuaded the complainant to let a tenant remain in his property. This is because there is insufficient evidence of fault by the Council.
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Shropshire Council (24 005 061)
Statement Upheld Charging 18-Jun-2025
Summary: Mr X complained about the way the Council dealt with his father’s care charges. The Council was at fault for failing to keep proper records and give reasons for its decisions, delaying in sending financial assessment forms and deciding on Mr Y’s care contribution, failing to provide copies of Care Act assessments, sending incorrect invoices, and continuing to send invoices despite saying the account was on hold. This caused Mr X distress and uncertainty. The Council will apologise for this and provide an updated correct invoice.
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London Borough of Lambeth (24 009 839)
Statement Upheld Other 18-Jun-2025
Summary: Mr Y complained on behalf of Mr X who owns a business. Mr Y complained about how the Council handled Mr X’s business rates account. There were some faults by the Council which caused injustice to Mr X’s business. The Council will take action to remedy the injustice caused.
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Statement Upheld Alternative provision 18-Jun-2025
Summary: Mrs X complained about the Council’s failure to provide a suitable educational placement and special educational needs support for her daughter, Y, since her permanent exclusion from college in April 2024. We found the Council to be at fault because failed to carry out an emergency review, took too long to consult with appropriate potential providers and did not provide any alternative provision for seven months. As a result, Y’s well-being and mental health were affected. To remedy this injustice, as well as the loss of provision, the Council has agreed to apologise, make a symbolic payment and remind relevant staff of the need to make prompt alternative arrangements when a placement unexpectedly ends.
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Hertfordshire County Council (24 011 585)
Statement Upheld Special educational needs 18-Jun-2025
Summary: Mrs X complained the Council failed to arrange suitable education provision for her child, W, when they stopped attending school. The Council did not properly consider whether W was out of school for health reasons but we cannot say, even on balance, that this meant W missed out on education they should have had. The Council was at fault for delay in amending W’s Education, Health and Care Plan. To remedy the injustice this caused, the Council will apologise to Mrs X and pay her £800. It will also issue a staff reminder.
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Suffolk County Council (24 011 706)
Statement Upheld Special educational needs 18-Jun-2025
Summary: Mr X complained the Council failed to ensure his child received education and Speech and Language Therapy from September 2024, did not reimburse travel expenses for Occupational Therapy appointments, and mishandled his complaints. We find the Council at fault for delays in arranging education provision and considering Occupational Therapy transport, which caused uncertainty about whether support could have been in place for the start of the academic year. The Council has agreed to apologise, make a payment to Mr X, and reimburse eligible Occupational Therapy travel costs.
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Surrey County Council (24 015 431)
Statement Upheld Alternative provision 18-Jun-2025
Summary: Mrs C complained the Council failed to comply with the statutory timeframes for completing an annual review and failed to complete the actions recommended in its stage two complaint response. We have found the Council at fault for a delay in issuing a final Education, Health and Care Plan following an annual review. This caused Mrs C distress, frustration and uncertainty and delayed her right to appeal. The Council has agreed to apologise and make a symbolic payment to Mrs C to remedy the injustice caused.
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Bury Metropolitan Borough Council (24 015 844)
Statement Upheld Alternative provision 18-Jun-2025
Summary: Ms X complained the Council failed to provide her child with suitable fulltime education and special educational provision, and complained about faults in reviewing the Education, Health and Care Plan. There was fault causing injustice. Ms X’s child missed out on education and Ms X and her child suffered distress and inconvenience. The Council has agreed to apologise, improve communication with Ms X about next steps, make symbolic payments and carry out service improvements. The complaint is upheld.
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Bristol City Council (24 016 015)
Statement Closed after initial enquiries Other 18-Jun-2025
Summary: We will not investigate Ms X’s complaint that the Council refused to allow her to ask questions at a Council committee meeting and then failed to properly explain why. There is not enough evidence of fault to justify an investigation.
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West Berkshire Council (24 016 750)
Statement Upheld School transport 18-Jun-2025
Summary: Mr X complained the Council wrongly refused to provide free home-to-school transport for his child, Y, to attend the only school named in Y’s Education, Health and Care (EHC) Plan. The Council was at fault when it said there were closer schools which Y could attend because it had not named these in Y’s EHC Plan. This fault caused Mr X an avoidable financial burden, frustration and avoidable time and trouble. The Council will apologise, ensure Y receives free home to school transport, repay the costs of Y’s school bus travel between May 2024 and July 2025, and make a symbolic payment to Mr X to acknowledge his frustration and avoidable time and trouble. It will write to relevant staff about the statutory guidance and review its home to school transport policy.