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Woodlands House Care & Nursing (24 010 159a)
Statement Not upheld Care and treatment 16-Jul-2025
Summary: Mrs Y complained, on behalf of her late mother, Mrs X, that Woodlands House Care and Nursing did not properly manage Mrs X’s move to the home’s nursing unit, did not follow Mrs X’s care plan in terms of medication and nutrition, and did not identify symptoms of an infection. We found no fault with the Nursing Home’s actions.
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Bournemouth, Christchurch and Poole Council (24 011 956)
Statement Upheld Special educational needs 15-Jul-2025
Summary: Miss X complains an error within the Council’s computer system took her children off the school roll. The school refused to take them back, causing frustration and distress to Miss X and her children, Y and Z. We find fault with the Council for the computer error, but the apologies given already are a satisfactory remedy.
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North Yorkshire Council (24 012 152)
Statement Upheld Alternative provision 15-Jul-2025
Summary: Mrs X complained the Council failed to ensure her child D received suitable alternative education when they were out of school. The Council was not at fault in how it considered its duty to provide alternative education to D. However, it accepted it delayed in reviewing D’s Education, Health, and Care Plan, and responding to Mrs X’s complaint, which caused her distress, time, and trouble. The Council apologised and offered a financial remedy. Following our investigation, it agreed to go further to remedy the injustice caused, by paying an increased financial remedy. It will also report to its relevant oversight committee about how it will address its complaints backlog.
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Kingston Upon Hull City Council (24 012 465)
Statement Upheld Alternative provision 15-Jul-2025
Summary: Mr and Mrs X complained the Council delayed providing their child, Y with an education placement or an appropriate education following an Education, Health and Care (EHC) Plan review in 2023. The Council was at fault. It failed to keep oversight of Y’s education or decide whether alternative provision was appropriate when they were out of school. It then failed to ensure Y could attend their named placement in the EHC Plan. It meant Y went without education for three terms. The Council also failed to issue an amended EHC Plan naming a post-16 placement in Y’s phase transfer year. The Council agreed to apologise and make payments to Mr and Mrs X and Y to recognise the impact on Y’s education and the distress and uncertainty caused.
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Hampshire County Council (24 012 790)
Statement Upheld Special educational needs 15-Jul-2025
Summary: Miss Y complained the Council failed to provide her child, Z, with a suitable full-time education and the special educational needs support in their Education Health and Care Plan. We have found fault by the Council, causing injustice, in failing to secure the proper delivery of Z’s special education needs and educational provision from June 2023 to July 2024; and with its communication failures. The Council has agreed to remedy this injustice by apologising and making payments to recognise the impact on Z of the missed provision and Miss Y’s upset and worry.
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Middlesbrough Borough Council (24 013 074)
Statement Upheld Looked after children 15-Jul-2025
Summary: Mr X complained the Council failed to recognise his immigration status when he was a looked after child and failed to renew his visa before it expired. Mr X said this meant he overstayed his visa and is unable to apply for indefinite leave to remain for some years. Mr X says, as a result, he cannot afford to go to university as he will be charged as an overseas student and the delays caused significant distress. Mr X would like the Council to meet his education costs. There was fault in the way the Council did not complete the actions from the statutory complaint procedure. This frustrated Mr X. The Council has agreed to apologise, complete the actions from the statutory complaint process and provide guidance to its staff.
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Wiltshire Council (24 013 198)
Statement Upheld Special educational needs 15-Jul-2025
Summary: Mrs B complained the Council failed to follow the correct process following a Tribunal order and it has failed to provide the correct support as detailed in her son’s Education, Health and Care Plan. We found the Council at fault for a delay in providing the special educational provision set out in the Education, Health and Care Plan. This caused distress and frustration. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused.
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Derbyshire County Council (24 014 683)
Statement Upheld Special educational needs 15-Jul-2025
Summary: We upheld Mrs X’s complaint about delays in the Education, Health and Care process and about the Council’s poor communication. The Council apologised and offered a £1,000 symbolic payment in line with the Ombudsman’s Guidance on Remedies. We will not investigate Mrs X’s complaint about advocacy costs because we cannot achieve the outcome Mrs X wants.
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London Borough of Southwark (24 014 894)
Statement Upheld Allocations 15-Jul-2025
Summary: The Council was at fault for not providing Ms X with a face-to-face appointment as part of her housing application despite Ms X informing the Council she needed this because English was not her first language. The Council was also at fault for a significant delay in processing her housing application and its poor complaint handling. This led to a 15 month delay in the Council approving Ms X’s application to join the housing register. The Council has agreed to apologise, make a payment and backdate the priority of Ms X’s housing application to remedy the injustice caused. It has also agreed to produce an action plan and send a reminder to staff to prevent a recurrence of the faults.
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Statement Upheld Special educational needs 15-Jul-2025
Summary: Miss X complained about delays with the annual review process and finding a suitable placement for her child, and they stopped attending school. We found the Council at fault for its delays and not properly considering its alternative provision duty, causing significant frustration and uncertainty. The Council has agreed to apologise and pay a financial symbolic payment to recognise the injustice caused.