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Athena Healthcare (LSA One) Limited (24 010 027)
Statement Upheld Residential care 31-Jul-2025
Summary: Mrs A complained about the standard of care and treatment in the care home where her mother Mrs X was resident. There is no evidence of fault in the standards of care and treatment but there was a delay in providing a prompt response to Mrs A’s complaint, for which the care provider has apologised
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London Borough of Newham (24 013 506)
Statement Upheld Homelessness 31-Jul-2025
Summary: Ms D complains the Council failed to resolve disrepair at her temporary accommodation and queries decisions made by the Council about her housing priority. I have found evidence of fault because the Council delayed progressing repairs. The Council has agreed to pay Ms D redress for the delay.
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Statement Not upheld Other 31-Jul-2025
Summary: Mr X complained that the Council did not ensure that the day Nursery, which his son attended, provided itemised invoices for additional services over and above the free education entitlement. We do not find fault with the Council’s actions. Therefore, we are closing the complaint.
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Statement Upheld Alternative provision 31-Jul-2025
Summary: Mr X complained about the Council’s actions when his son (Y) was de-registered from his school. He also complained about the Council’s failure to arrange alternative provision for Y when his parents withdrew from Elective Home Education and its failure to comply with the statutory timescales for Education Health and Care Plans. We found fault with the Council. This fault caused injustice to Mr X. The Council has agreed to apologise to Y and Mr X and to make symbolic payments to recognise the impact of its failings on Mr X.
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Leeds City Council (24 000 225)
Statement Upheld Looked after children 31-Jul-2025
Summary: Mrs X complained that the Council failed to provide appropriate education to her two adopted children. The Council has already investigated the complaints and upheld them. We endorse the Council’s findings of fault which has caused avoidable distress and a loss of education for the children. The Council has accepted our recommendation for an improved personal remedy for the loss of education and avoidable distress. The Council has also agreed to review its alternative education policy. We are therefore closing the complaints.
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Statement Upheld Charging 31-Jul-2025
Summary: Mr X complained on behalf of his father, Mr Y. He said Mr Y’s care provider did not provide the agreed care and support detailed in Mr Y’s care plan. This affected Mr Y’s health and wellbeing, and he did not feel he received the care he paid for. We found there was fault by the Council as care visits were often less than the allocated 30 minutes. This caused distress which the Council agreed to provide a symbolic financial remedy for. However, we did not find Mr Y’s care needs were not met.
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West Northamptonshire Council (24 006 399)
Statement Upheld Assessment and care plan 31-Jul-2025
Summary: Mr Y complained about how the Council reviewed his mother, Mrs X’s, care and support needs. There were some delays in reviews of Mrs X’s care needs and the Council communicated with Mr Y poorly at times. This caused Mr Y some avoidable frustration for which the Council agreed to apologise. The Council also agreed issue a reminder to its staff about the need for clear communication.
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West Sussex County Council (24 016 059)
Statement Not upheld Assessment and care plan 31-Jul-2025
Summary: Mr X complained the Council decided to reduce his son’s weekly care hours even though it had been agreed there were no changes in his needs. We did not find the Council at fault for how it decided this.
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East Devon District Council (24 016 593)
Statement Upheld Antisocial behaviour 31-Jul-2025
Summary: Mrs X complained the Council has failed to take sufficient action when she reported anti-social behaviour from her neighbour. We find the Council was at fault for its communication with Mrs X and its delays in reviewing the file and deciding how to proceed. This has caused Mrs X distress, frustration and uncertainty. The Council has agreed to our recommendations to apologise to Mrs X, make a payment to her and implement a service improvement.
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Buckinghamshire Council (24 018 338)
Statement Upheld Special educational needs 31-Jul-2025
Summary: The Council delayed securing the provision in Mr X’s child, Y’s, Education, Health and Care (EHC) Plan. This caused Y to miss out on the special educational needs provision in their EHC Plan and caused Mr X uncertainty and distress. The Council should apologise and make a payment to Mr X to recognise the impact of the missed provision.