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Kingston Upon Hull City Council (24 003 617)
Statement Upheld Special educational needs 30-Jul-2025
Summary: Mrs X complained that the Council and Integrated Care Board did not deliver the provisions of her daughter, Y’s Education and Health and Care Plan. This led to frustration and distress for Mrs X. We found fault with both the Council and Integrated Care Board leading to the distress Mrs X has suffered. The Council and Integrated Care Board agreed to take actions to remedy this situation for Mrs X.
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NHS Humber and North Yorkshire Integrated Care Board (ICB) (24 003 617a)
Statement Upheld Education, health and care plans 30-Jul-2025
Summary: Mrs X complained that the Council and Integrated Care Board did not deliver the provisions of her daughter, Y’s Education and Health and Care Plan. This led to frustration and distress for Mrs X. We found fault with both the Council and Integrated Care Board leading to the distress Mrs X has suffered. The Council and Integrated Care Board agreed to take actions to remedy this situation for Mrs X.
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Guildford Borough Council (24 003 700)
Statement Not upheld Enforcement 30-Jul-2025
Summary: Mr X complained about the way the Council handled planning matters relating to neighbouring properties on his street. We have not found the Council at fault.
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Devon County Council (24 008 172)
Statement Upheld Charging 30-Jul-2025
Summary: Mrs A complained that the Council failed to provide proper care for her father Mr X in his home. She says carers commissioned by the Council did not meet his needs or adhere to the care plan and as a result he lived in squalid conditions. The evidence shows there was regular contact with Mr X by the Council but until the last hospital admission, when he was assessed as lacking capacity to decide about his care, he was assessed to be able to make his own decisions about the small amount of care he would accept. However, the were delays in making contact with Mrs A which the Council agrees to remedy.
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London Borough of Haringey (24 009 865)
Statement Upheld Other 30-Jul-2025
Summary: Mrs X complained about the Council’s actions when she reported a bed bug infestation to it. We found fault because the Council failed to act in a decisive and timely manner throughout the process. It also failed to adequately communicate with her in both its general communication and its complaint responses. This caused Mrs X significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mrs X and share guidance with relevant officers.
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Cheshire West & Chester Council (24 011 818)
Statement Upheld Special educational needs 30-Jul-2025
Summary: The Council failed to ensure Ms X’s child could access education and delayed in issuing their Education, Health and Care Plan. This caused Ms X’s child to miss out on education including special educational provision. The Council has apologised, made service improvements, refunded private education costs, and offered a symbolic payment. These actions are a suitable remedy for the injustice caused. The Ombudsman cannot add to the outcome already achieved.
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Liverpool City Council (24 011 867)
Statement Closed after initial enquiries School admissions 30-Jul-2025
Summary: We will not investigate Mrs X’s complaint about the Council’s handling of her application for a school place. It is unlikely an investigation by the Ombudsman would lead to a different outcome.
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London Borough of Newham (24 011 872)
Statement Upheld Allocations 30-Jul-2025
Summary: Miss F complained on behalf of Mr B that the Council failed to assess his housing needs and deal with disrepair. We found fault as Mr B had been living in unsuitable accommodation. The Council has made a payment to remedy the injustice this caused.
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Staffordshire County Council (24 012 060)
Statement Upheld Charging 30-Jul-2025
Summary: Mrs X complained about the Council’s financial assessment to decide if Mr Z should contribute towards the cost of his care. We found fault as the Council did not provide sufficient evidence it properly considered its discretion and Mr Z’s particular circumstances. The Council agreed to make a fresh decision and apologise to Mrs X.
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Kent County Council (24 012 285)
Statement Upheld Assessment and care plan 30-Jul-2025
Summary: Mrs F complained on behalf of her son that the Council had wrongly charged him for his residential respite care and failed to properly consider his disability related expenditure. We found the Council had not properly considered whether to exercise discretion and this was fault causing injustice. The Council has agreed to charge for the respite as though it was non-residential care, apologise and make a symbolic payment to remedy the distress caused. There was no fault in the Council’s decision in relation to disability related expenditure.