Decision search
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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.
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Rotherham Metropolitan Borough Council (24 012 673)
Statement Closed after initial enquiries Building control 30-Jul-2025
Summary: We will not investigate this complaint about how the council dealt with a building control matter. This is because it is unlikely we would achieve a worthwhile outcome for the complainant.
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Avery Homes (Nelson) Limited (24 013 685)
Statement Not upheld Other 30-Jul-2025
Summary: Mr X complained that the Care Provider unfairly banned him from visiting his mother following an incident. We did not find the Care Provider was at fault because it had to consider the welfare of its staff and other residents, and it offered Mr X a less restrictive option that he chose not to accept.
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Sevenoaks District Council (24 014 534)
Statement Upheld Private housing 30-Jul-2025
Summary: Mrs X complained the Council wrongly issued a prohibition order against her and her husband, which it later revoked, to stop them renting out a property they own. The Council was at fault in how it recorded its decision to revoke the order, but this did not cause Mrs X a significant personal injustice. The Council will remind staff they must keep suitable records of their decision making when they decide to revoke a prohibition order where the person has not completed all the repairs listed in the order.
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Greensleeves Homes Trust (24 014 764)
Statement Upheld Residential care 30-Jul-2025
Summary: Mrs X complained that the care provider failed to safeguard her elderly mother Mrs A against abuse by a carer and also failed to take appropriate action afterwards. The evidence shows the care provider was at fault; the actions of the carer caused Mrs A significant distress and the care provider did not respond properly. The care provider will now take action to recognise Mrs A’s distress and review its processes for responding to allegations.
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Bournemouth, Christchurch and Poole Council (24 014 799)
Statement Upheld Special educational needs 30-Jul-2025
Summary: Ms X complained the Council missed deadlines in her sons Education, Health and Care Plan and the communication has been poor. This has caused distress and her son to miss education. The Council has accepted fault and has offered a package of remedies.
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London Borough of Waltham Forest (24 015 102)
Statement Upheld Homelessness 30-Jul-2025
Summary: Miss X complained the Council failed to provide her family with suitable temporary accommodation under its homelessness duties. The Council accepted fault when it investigated Miss X’s complaint, in that it failed to consider suitability of accommodation and took too long to respond to the complaint. The Council apologised and paid a financial remedy. After our investigation, it agreed to offer a further financial remedy for the injustice caused. It will also issue staff reminders and decide any changes needed to its processes to avoid the same faults in future.
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Wyndham Court Limited (24 015 295)
Statement Upheld Residential care 30-Jul-2025
Summary: Mrs X complained that the care provided by the Care Home was poor and did not meet her father’s needs as an elderly person with dementia. We found fault with the Home in that Mr Y’s care plan was not reviewed and updated when incidents occurred or his needs changed. This caused injustice to Mrs X and Mr Y in terms of uncertainty, distress, and unmet needs. The Care Provider has agreed to our recommendations to remedy this injustice.
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Cheshire East Council (24 015 527)
Statement Not upheld Alternative provision 30-Jul-2025
Summary: Ms X complained the Council failed to provide her child with education when they did not attend school due to anxiety, from May 2023 to date. We cannot investigate the period after November 2023 when the Council issued an Education, Health and Care Plan which Ms X appealed. The loss of education is too closely linked to the matters subject to appeal. For the period May to November 2023, we have found no fault.