Decision search
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Lancashire County Council (24 012 735)
Statement Upheld Special educational needs 04-Aug-2025
Summary: Mrs X complained about delay in the annual review process for her daughter’s Education Health and Care Plan. We found the Council’s delay was fault. The Council agreed to apologise and make a symbolic payment to acknowledge the distress caused to Mrs X and her daughter and the additional frustration caused by the delayed right of appeal.
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Westminster City Council (24 014 031)
Statement Upheld Homelessness 04-Aug-2025
Summary: Ms X complained about the Council’s actions in relation to her homelessness application between 2021 and 2024, and about terminology it used to describe child sexual abuse. The Council delayed making decisions about Ms X’s homeless application and used inappropriate language to describe child sexual abuse which caused Ms X frustration and distress. The Council had already offered Ms X an appropriate remedy for the frustration she was caused. It will apologise to Ms X for the distress caused by the inappropriate language.
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Central Bedfordshire Council (24 014 612)
Statement Upheld Special educational needs 04-Aug-2025
Summary: Miss Y complained about way the Council dealt with her child, Z’s Educational Health Care Plan, special educational needs provision and social care assessments and support. We have found fault by the Council in; failing to respond Miss Y’s request for a re-assessment of Z’s special educational needs, and complete the annual review, within the statutory timescales; and its communication and record keeping failures, causing injustice. We have not found fault with, or investigated the other parts of Miss Y’s complaint. The Council has agreed to remedy the injustice caused by apologising to Miss Y and making a payment to reflect the upset caused.
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London Borough of Redbridge (24 014 788)
Statement Upheld Homelessness 04-Aug-2025
Summary: Miss X complained that delays by the Council when it was dealing with her homelessness application led to her incurring court costs. There was fault by the Council. The Council has agreed to pay the courts costs to remedy the injustice caused by its delay.
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North Tyneside Metropolitan Borough Council (24 016 436)
Statement Upheld Other 04-Aug-2025
Summary: Mr X complained the Council failed to properly consider his complaint about Council commissioned care his mother, Mrs Y received, from Housing 21 and failed to provide an appropriate remedy after upholding the complaint. There was no fault in how the Council considered Mr X’s complaint, and the Care Provider had already provided an appropriate remedy for the injustice caused by fault in its actions relating to Mrs Y’s care.
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London Borough of Croydon (24 016 979)
Statement Closed after initial enquiries Council tax 04-Aug-2025
Summary: We will not investigate this complaint about the Council adding recovery costs to a council tax demand which Mr X says he did not receive. We have no jurisdiction to investigate complaints about matters which have been subject to court proceedings. There is insufficient evidence of fault in the Council’s billing process prior to the proceedings.
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Wirral Metropolitan Borough Council (24 017 019)
Statement Closed after initial enquiries Charging 04-Aug-2025
Summary: We will not investigate Mrs X’s complaint about delay in the Council notifying her of her mother’s care charge arrears. This is because the likely fault has not caused significant injustice.
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Devon County Council (24 017 842)
Statement Upheld Fostering 04-Aug-2025
Summary: Miss X complained the Council has wrongly asked her to repay money she received for providing care to a former foster child under a staying put arrangement. We found the Council’s failure to properly advise Miss X regarding the staying put arrangement, and in particular when the arrangement and the payments associated with this arrangement would end, is fault. As was the Council’s failure to identify that payments had continued for 10 months longer than they should have. This fault has led to a significant debt and caused Miss X significant distress and anxiety. The Council will apologise, write off the debt and make a payment to Miss X.
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Tameside Metropolitan Borough Council (24 018 472)
Statement Not upheld Looked after children 04-Aug-2025
Summary: We have ended our investigation into Mr X’s complaint about the involvement of the Council’s Children’s Services with his family and decisions made. An independent investigation has already investigated the Council’s actions. The Council has offered Mr X a suitable remedy for the upheld parts of his complaint. It is unlikely that further investigation of the same issues would lead to a different outcome for Mr X.
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Lancashire County Council (24 020 023)
Statement Upheld Special educational needs 04-Aug-2025
Summary: Ms X complained the Council delayed holding her child, Y’s, Education, Health and Care (EHC) Plan annual review and delayed issuing Y’s amended EHC Plan. She also complained about poor communication from the Council about a gym pass for Y. The Council was at fault. It delayed holding Y’s annual review and communicated poorly about Y’s gym pass which caused Ms X confusion, uncertainty, frustration and distress. The Council will pay Ms X a symbolic payment and apologise. The Council has already acted to improve its service.