Decision search
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London Borough of Bromley (24 002 185)
Statement Upheld Charging 23-Jul-2025
Summary: Mrs X complained about the charges made by the Council for her mothers care home place. There was fault. The Council took too long to resolve a situation in which the care home was paid twice. It has now reached an agreement to get a refund from the care home and cancel the invoices to Mrs M. To remedy the distress and inconvenience Mrs M was put to and to remedy the Council’s poor communication the Council apologised and made a payment to Mrs X. There was no fault in the Council’s decision there was no reablement care. Or its decision that Mrs M should contribute financially during the 12 week period when the value of her property was disregarded.
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London Borough of Hillingdon (24 004 212)
Statement Upheld Disabled children 23-Jul-2025
Summary: The Council has agreed to commission an independent investigation of Mrs M’s complaint at the second stage of the statutory children’s services complaints process. We consider this an appropriate response to her concerns.
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Statement Upheld Special educational needs 22-Jul-2025
Summary: Mrs X complained about the Council’s handling of her child’s Education Health and Care Plan. She says this caused her child to miss out on education and impacted their emotional wellbeing. The Ombudsman finds the Council at fault which caused injustice. The Council will apologise and make a payment to Miss X.
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London Borough of Lewisham (24 015 600)
Statement Upheld Homelessness 22-Jul-2025
Summary: Miss X complained the Council did not consider all relevant information in her homelessness application, delayed providing her with suitable accommodation and communicated with her poorly. She says this caused her to be homeless. The Ombudsman finds no fault with the Council’s decision making in assessing Miss X’s homelessness application and suitability of accommodation it provided. The Ombudsman does find fault with the Council’s communication, which caused Miss X limited injustice. The Council has agreed to apologise to Miss X and make a service improvement.
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Bolton Metropolitan Borough Council (24 015 796)
Statement Closed after initial enquiries Child protection 22-Jul-2025
Summary: We cannot investigate this complaint about the Council supporting the separation of Miss X from her children and the placing of them with a person she says is a perpetrator. A court has decided where her children should live, and the matters she complains of either were or could reasonably have been mentioned during those proceedings. A permanent legal bar now prevents us investigating this complaint.
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Swindon Borough Council (24 016 013)
Statement Upheld Other 22-Jul-2025
Summary: Mrs X complained the Council has failed to adequately meet Miss Y’s care and support needs, and to safeguard her from neglect and abuse. We found the Council’s failure to hold a safeguarding planning meeting or complete comprehensive risk assessments was fault. As was the failure to ensure Miss Y received all of the support set out in her support plan. These faults have caused Miss Y and Mrs X an injustice. The Council will apologise and make payments to Miss Y and Mrs X to remedy this.
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Kent County Council (24 016 495)
Statement Not upheld Charging 22-Jul-2025
Summary: Ms D complained the Council did not explain what a third party top up is or explain how the fees for respite care for her mother, Ms M, was calculated. This caused her financial and emotional distress. The Council is not at fault. It explained the fees to Ms D.
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Surrey County Council (24 016 713)
Statement Upheld Disabled children 22-Jul-2025
Summary: Mrs X complained about how the Council has delivered social care for Y. The Council was at fault for not commencing a stage two statutory investigation under the Children Act 1989, causing distress, uncertainty and frustration to Mrs X. The Council has agreed to apologise, make a payment to recognise the uncertainty, conduct a stage two investigation, and act to prevent recurrence.
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Shropshire Council (24 016 744)
Statement Closed after initial enquiries Enforcement 22-Jul-2025
Summary: We will not investigate this complaint about how the Council dealt with breaches of planning control. This is because we are unlikely to find fault.
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North Yorkshire Council (24 016 924)
Statement Upheld Special educational needs 22-Jul-2025
Summary: Mr X complained that the Council failed to provide his child with full-time education and failed to issue their Education, Health and Care Plan within the statutory timescales. We find the Council at fault for delays in the Education, Health and Care process, and failing to ensure Y received appropriate alternative provision, causing loss of education and avoidable distress and uncertainty. The Council has agreed to apologise, make a payment to Mr X, and improve its services.