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Nottingham City Council (24 016 919)
Statement Upheld Assessment and care plan 29-Jun-2025
Summary: Mr Z complained the Council failed to ensure the care needs of his cousin, Mr X were met when Mr X’s parents left the country. Mr Z says he was forced to provide unpaid care which put him in a difficult position financially as he was unable to work while providing this additional care. The Council failed to offer any suitable alternative care and refused to pay Mr Z even though it had a duty to meet Mr X’s eligible care needs. The Council has agreed to now make additional direct payments to remedy the complaint.
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Wirral Metropolitan Borough Council (24 016 960)
Statement Not upheld Special educational needs 29-Jun-2025
Summary: Dr X complained about delay in the Education, Health and Care Plan process and lack of education and support for her child’s special educational needs. We ended our investigation because the Council accepted it acted with fault and offered an appropriate remedy.
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London Borough of Barking & Dagenham (24 017 492)
Statement Upheld Licensing 29-Jun-2025
Summary: The Council was at fault because of a lengthy delay in making a decision the complainant had applied for the wrong type of landlord licence, and then threatening him with a significant fine for not holding the correct licence, without considering the fact the complainant had followed the Council’s own advice in making his application in the first place. The Council had already offered an appropriate remedy, but it has now also agreed to formally apologise to the complainant for this.
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Essex County Council (23 017 334)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Ms X complained the Council twice delayed issuing her child, Y’s, Education, Health and Care (EHC) Plan in line with statutory timescales, failed to provide Y with an education and failed to secure Y’s special educational provision. The Council was at fault for delay in finalising Y’s EHC Plans. The Council will apologise and make a symbolic payment to Ms X for her delayed appeal rights, frustration and uncertainty caused. The Council already has an action plan in place to improve its service. The Council has already apologised for the delay in issuing Y’s EHC Plan after the tribunal order which remedied the injustice caused.
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Sefton Metropolitan Borough Council (23 017 365)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hesketh Park Lodge (23 017 365a)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hesketh Park Lodge (23 017 365b)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
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Hampshire County Council (24 000 060)
Statement Upheld Special educational needs 29-Jun-2025
Summary: Miss X complained about the Council’s delays in the Education and Health Care Plan assessment process and about the lack of provision for her daughter after the Council issued the final EHC Plan. We found the Council was at fault for the delay in finalising the Plan withing the statutory timescales and the failure to ensure S received her therapies after February 2024. The Council agreed to apologise and pay Miss X a remedy to address the injustice its actions caused her and S.
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Surrey Heath Borough Council (24 019 239)
Statement Closed after initial enquiries Refuse and recycling 29-Jun-2025
Summary: We will not investigate Mr X’s complaint about the Council’s missed bin collections. This is because the Council has carried out remedial visits to empty his bins and agreed to monitor his collections to reduce the likelihood of any further issues. This is a suitable outcome for Mr X and it is unlikely investigation would achieve anything more for him.
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Derbyshire County Council (24 019 252)
Statement Upheld Special educational needs 29-Jun-2025
Summary: We will not investigate Mrs X’s complaint about delays in producing an Education Health and Care Plan as the Council has agreed to a proportionate way to resolve the complaint.