Decision search
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Care UK Community Partnerships Ltd (24 016 986)
Statement Upheld Residential care 22-Sep-2025
Summary: The care provider did not act promptly to ensure that Mr X’s room was always clean and odour-free; in addition the care home manager suggested to Ms A (his daughter) that her complaint would affect his care. As a consequence Ms A moved her father from the home. The fault by the care provider caused injustice, and it will now make a suitable payment to recognise the distress its actions caused.
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London Borough of Bexley (24 017 773)
Statement Closed after initial enquiries Safeguarding 22-Sep-2025
Summary: We will not investigate this complaint about bullying in supported living accommodation because there is not enough evidence of fault to justify investigating.
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West Northamptonshire Council (24 018 373)
Statement Upheld Special educational needs 22-Sep-2025
Summary: The Council was at fault for failing to act after Mrs X notified the Council that her child, Y, was not receiving a suitable education at home between January 2024 and May 2025. The Council was also at fault as it failed to issue Y’s Education, Health and Care (EHC) Plan within the statutory timescales, caused in part by a delay in obtaining Educational Psychologist advice. The Council has agreed to apologise and make a payment to recognise Y’s missed education.
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London Borough of Croydon (24 019 886)
Statement Upheld Homelessness 22-Sep-2025
Summary: Miss X complained on behalf of Mr Y that the Council failed to assess his homelessness applications or to arrange alternative accommodation. We found the Council delayed in considering Mr Y’s homelessness application, including whether to provide any interim accommodation. The Council has accepted the fault and agreed to pay £3150 to Mr Y for the delays and in recognition of the avoidable stress and uncertainty.
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London Borough of Wandsworth (24 019 903)
Statement Upheld Assessment and care plan 22-Sep-2025
Summary: Mr X complained the Council failed to send him copies of his father’s Care and Support Plan, failed to provide any idea of costs for his care or complete financial assessments. Mr X also complained the care provider only provided single-handed care despite the Council billing for double-handed care. And, Mr X complained about how the Council handled his complaint and application of weekly administration charges to his father’s billing without notice. We found fault with the Council in all aspects of Mr X’s complaint which caused an injustice to Mr X and his father. The Council agreed to our recommendations. This included providing an apology and £1,000 payment to Mr X for the distress, frustration and lost opportunity caused by the Council’s fault and removal of the care arrangement fees up to 27 September 2024. The Council also agreed to provide a breakdown of the billing and a list of care visits completed to Mr X. And, the Council agreed to ensure the information in its policy and on its website was consistent and to remind staff to provide Care and Support Plans to service users, to complete financial assessments in a suitable timescale and to provide early information about the care arrangement fees to service users.
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Royal Borough of Kensington & Chelsea (24 021 263)
Statement Upheld Homelessness 22-Sep-2025
Summary: The Council was at fault for the delay in moving Miss X to suitable temporary accommodation and for poor communication when she moved. It was also at fault for the delay in resolving pest infestation and boiler issues in Miss X’s accommodations. There was no fault in the way the Council dealt with mould in her accommodation. The Council will apologise and make a symbolic payment to Miss X in recognition of the avoidable distress and frustration caused by its faults.
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London Borough of Enfield (24 021 742)
Statement Upheld Charging 22-Sep-2025
Summary: The Council delayed assessing Mrs Y’s contribution to her care charges which resulted in a large debt accruing. It sent an inaccurate letter stating she was to pay the full cost due to her level of savings which caused her distress. It also delayed responding to her daughter, Ms X’s, complaint which caused frustration. The Council has agreed to apologise, make payments and offer a repayment plan to acknowledge the impact of its fault. It will also review its procedures to ensure it follows up financial assessments and that letters accurately reflect the situation.
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London Borough of Sutton (24 022 631)
Statement Closed after initial enquiries Direct payments 22-Sep-2025
Summary: We will not investigate this complaint about the Council’s decision not to allow Mr X to be reimbursed from Mrs Y’s direct payment funds. This is because the complaint is late.
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Wirral Metropolitan Borough Council (24 023 195)
Statement Upheld Special educational needs 22-Sep-2025
Summary: We have upheld this complaint about the Council’s failure to complete an Education Health and Care Needs Assessment for the complainant’s child within the statutory timescale. The Council has agreed to provide a proportionate remedy and this removes the need for us to investigate.
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Surrey County Council (25 012 204)
Statement Closed after initial enquiries Other 22-Sep-2025
Summary: We will not investigate Mr X’s complaint about how the Council has dealt with his complaint under the statutory children’s complaints procedure. This is because there is insufficient evidence of fault.