Decision search
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Suffolk County Council (24 016 358)
Statement Upheld Direct payments 11-Aug-2025
Summary: Miss C complained on her own behalf and that of her son, Mr D, who has care needs. We upheld her complaint, finding the Council undertook a flawed review of Mr D’s care needs. This resulted in it wrongly stopping him paying Miss C as his carer, against his wishes. This caused unnecessary distress to both Miss C and Mr D and contributed to Mr D having no organised care provision after July 2024. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to remedy this injustice and improve its service to avoid a repeat.
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London Borough of Redbridge (24 016 712)
Statement Upheld Homelessness 11-Aug-2025
Summary: The Council was at fault for refusing to accept a homeless application from Ms X when she fled domestic abuse to its area. The Council’s housing allocations policy is flawed because it excludes a group of applicants the law says must get reasonable preference. The Council was also at fault for failing to tell Ms X about her right to review its decisions. To remedy the injustice to Ms X, the Council has agreed to apologise, make new decisions on Ms X’s applications, and act to improve its services.
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Gloucestershire County Council (24 016 739)
Statement Upheld Alternative provision 11-Aug-2025
Summary: Mr X complained the Council did not provide his daughter with sufficient alternative provision while she was unable to attend school. The Council is at fault for failing to arrange a suitable full-time education from October 2023 to July 2024. The Council has also failed to record its decision making. This fault meant Mr X’s daughter received limited education between October 2023 and July 2024. This caused Mr X and his daughter significant distress, frustration and has negatively impacted her educational development. The Council has agreed to apologise, make a payment to Mr X and his daughter, and make a service improvement.
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North Tyneside Metropolitan Borough Council (24 017 387)
Statement Not upheld Assessment and care plan 11-Aug-2025
Summary: Mr X complained that the Council failed to properly consider his request that it include medical cannabis as a disability related expense when it completed his financial assessment. We do not find the Council at fault.
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Lancashire County Council (24 017 954)
Statement Upheld Other 11-Aug-2025
Summary: Mr X complained the Council has failed to make correct direct payments for his child, C and failed to explain what he can use these for. The Council is at fault which has caused Mr X uncertainty and distress. The Council has agreed to a package or remedies which includes recalculating the direct payments and make any outstanding payments. It should also confirm in writing how it has calculated the amount and what Mr X can use the money for.
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Essex County Council (24 018 126)
Statement Upheld Special educational needs 11-Aug-2025
Summary: Ms X complained about delays in the Education, Health and Care (EHC) needs assessment process for her child, Y. Ms X also complained the Council failed to provide Y with a suitable education when they were unable to attend school. We found delays in the EHC needs assessment process, this is fault. As was the failure to provide suitable alternative educational provision. These faults have caused Ms X frustration, distress and uncertainty and have meant that Y has missed out on educational provision. The Council agreed to apologise and make symbolic payment to remedy the injustice.
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London Borough of Ealing (23 017 170)
Statement Not upheld Parking and other penalties 11-Aug-2025
Summary: Miss X complained the Council failed to consider consultation responses received about the instillation of double yellow lines near her property. Miss X says it seems as though the Council predetermined the outcome of the consultation. Miss X says this has caused her inconvenience. We have not found fault in the actions of the Council.
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Folkestone & Hythe District Council (23 020 136)
Statement Not upheld Private housing 11-Aug-2025
Summary: We will not investigate Miss X’s complaint about the Council’s actions following previous direction by the Ombudsman. This is because there is not enough evidence of fault.
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Gloucestershire County Council (24 002 936)
Statement Upheld Looked after children 11-Aug-2025
Summary: Mrs X complained about how the Council supported her son while he was in local authority care. Based on current evidence, we have found that the Council was not at fault. It respected her wishes and made decisions about Y’s care which do not appear unreasonable. The Council was, however, at fault for keeping incomplete safeguarding records. It was also at fault for how it considered Mrs X’s complaint. Neither of these things caused her an injustice, but the Council should nonetheless take steps to improve its complaint handling in future.
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Ideal Care Homes Ltd (24 006 556)
Statement Upheld Residential care 11-Aug-2025
Summary: Ms A and her sister Ms B complain that the care provider gave notice on their late father’s placement without due reason and they had to find another placement at short notice for their elderly father who has dementia. The care provider failed to meet Mr X’s needs and gave notice inappropriately; the care provider agrees to acknowledge that and pay a suitable sum to Ms A and her sister in recognition of the stress caused.