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Leicester City Council (23 015 268 fr)
Report Upheld Homelessness 28-Aug-2025
Summary: We have written this further report because the Council has refused to comply with some recommendations made in our report issued on 15 October 2024. Although the Council has complied with our service improvement recommendations and agreed to make a payment for distress, it has refused to remedy all the personal injustice caused to Ms X, by the Council’s fault. We are not satisfied with the Council’s explanation for refusing to fully remedy the personal injustice to Ms X. We have therefore issued this further report to highlight our continuing concerns.
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London Borough of Merton (24 000 449)
Statement Upheld Assessment and care plan 28-Aug-2025
Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.
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NHS South West London ICB (24 000 449a)
Statement Upheld Care and treatment 28-Aug-2025
Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.
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Royal Borough of Greenwich (24 008 175)
Statement Upheld Antisocial behaviour 28-Aug-2025
Summary: Mr B complained that the Council did not take effective action when he complained about antisocial behaviour (ASB) from the play area near his house. There was fault by the Council. Although it took action to respond Mr B’s issues, it did not liaise with the Police who were also involved, nor tell Mr B he could ask for an ASB case review. The Council took too long to respond to Mr B’s complaints and referred him to the Housing Ombudsman when he cannot use that service. The Council’s shortcomings caused Mr B frustration, but it is unlikely that the Council would have taken any different action to tackle the problems. The Council will apologise to Mr B and remind its staff of its ASB powers, the ASB case review and that owner-occupiers cannot complain to the Housing Ombudsman.
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Kirklees Metropolitan Borough Council (24 008 370)
Statement Upheld Special educational needs 28-Aug-2025
Summary: The Council accepted that it had delayed in issuing the complainant’s son’s Education, Health and Care Plan. We too find fault, resulting in avoidable distress and a loss of suitable education for Miss X’s son. The Council had already offered to make a symbolic payment for the lost education and avoidable distress and time and trouble for the complainant. We consider this is a suitable remedy. We are therefore closing the complaint.
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Essex County Council (24 008 510)
Statement Upheld Special educational needs 28-Aug-2025
Summary: Mrs X complained the Council failed to complete her son, Y’s, Education, Health and Care Plan annual review within the statutory timeframe and to follow the SEND Tribunal’s order requiring amendments to his Plan. She also complained Y has not received the support in his EHC Plan. We found fault by the Council on all matters. We recommend the Council apologise to Mrs X and Y and make payments in recognition of the injustice caused to them.
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East Sussex County Council (24 014 172)
Statement Upheld Special educational needs 28-Aug-2025
Summary: Mrs X complained the Council failed to take effective action when her son, Mr Y, was unable to access the placement named in his Education, Health and Care (EHC) Plan. The Council is at fault for failing to take effective action in response to concerns about Mr Y’s placement because it should have done more to ensure the provision specified in his EHC Plan was secured. The lack of effective action caused uncertainty. The Council has agreed to make a payment to remedy the injustice caused and it has agreed to make service improvements.
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Central Bedfordshire Council (24 015 492)
Statement Upheld Special educational needs 28-Aug-2025
Summary: Mrs X complained the Council delayed issuing her child’s education, health and care (EHC) Plan, it failed to provide the provision outlined within the Plan and it failed to provide Y with a suitable education when he stopped attending school. The Council is at fault for missing statutory deadlines with regards to issuing the EHC Plan and for failing to consider its Section 19 duty properly. This caused frustration and uncertainty. We are unable to investigate Mrs X’s complaint regarding the provision in the Plan due to restrictions on our jurisdiction. The Council has agreed to remedy the injustice caused by the identified faults and implement service improvements.
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Statement Upheld Special educational needs 28-Aug-2025
Summary: Ms X complained the Council did not adhere to statutory timeframes when assessing her child’s education, health and care needs and the way the Council processed the needs request was discriminatory. We do not find the process discriminatory. There was fault in the way the Council delayed completing the assessment of needs. The Council has agreed to make a payment to Ms X to remedy the injustice caused by the delay.
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Walsall Metropolitan Borough Council (24 016 323)
Statement Not upheld Alternative provision 28-Aug-2025
Summary: Mrs X complained the Council failed to provide her child, Y, with alternative educational provision and support when they struggled with attending school. There was no fault by the Council.