Decision search
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Norfolk County Council (25 001 778)
Statement Not upheld Other 24-Nov-2025
Summary: The Council was not at fault for how it handled allegations made against Mr X, a teacher, by a child at his school. It followed correct procedure and allowed Mr X a fair opportunity to provide representations in support of his case.
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Cheshire East Council (25 001 868)
Statement Upheld Assessment and care plan 24-Nov-2025
Summary: The Council failed to ensure Mr Y received his full allocated support hours, and so he missed out on services which he was entitled to receive. The failure also had a detrimental impact on his mother in her caring role. The Council accepts there was a shortfall and agrees to make a payment to Mr Y and Ms X to recognise the distress caused.
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Bupa Care Homes (CFHCare) Limited (25 001 947)
Statement Closed after initial enquiries Residential care 24-Nov-2025
Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.
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Bupa Care Homes (CFH Care) Limited (25 001 947a)
Statement Closed after initial enquiries Care and treatment 24-Nov-2025
Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.
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London Borough of Redbridge (24 022 368)
Statement Upheld Other 24-Nov-2025
Summary: Mr X complained about how the Council handled his concerns after it issued a Fixed Penalty Notice (FPN). Mr X said this distressed him and impacted him financially. There was fault in the way the Council provided incorrect information and did not fully respond to Mr X’s representations. This distressed Mr X. The Council agreed to apologise.
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Statement Upheld Special educational needs 24-Nov-2025
Summary: Mrs Y complained about the Council’s delivery of her child, Z’s special educational provision. We have found fault by the Council, causing injustice in failing to: deliver the provision in Z’s EHC Plan; and offer a social care assessment as it had previously agreed to do. The Council has agreed to remedy the injustice by: apologising; making payments to recognise the impact of the missed education and upset; and offering a social care assessment.
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Lancashire County Council (24 023 277)
Statement Upheld Special educational needs 24-Nov-2025
Summary: The Council was at fault for failing to properly consider if it needed to arrange alternative education for Mrs X’s child, W, when they stopped going to school. It also failed to review and amend W’s Education, Health and Care Plan within statutory timescales. The faults caused Mrs X avoidable frustration, uncertainty and distress for which the Council will apologise and make a symbolic payment.
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Solihull Metropolitan Borough Council (24 023 463)
Statement Upheld Assessment and care plan 24-Nov-2025
Summary: We found there was delay in arranging an Occupational Therapy assessment for Miss X. We found no evidence of prejudice or discrimination in the way the assessment was carried out. We recommended the Council apologised for the delay and made a modest payment to recognise the injustice caused.
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London Borough of Lambeth (25 004 089)
Statement Upheld Homelessness 24-Nov-2025
Summary: Mrs B complained that the Council had failed to properly assess her homeless application for over a year. We found fault in the Council’s actions which caused prolonged uncertainty to Mrs B. The Council has agreed to apologise to Mrs B and make a symbolic payment of £200.
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London Borough of Camden (25 005 458)
Statement Upheld Homelessness 24-Nov-2025
Summary: The Council was at fault for delay in reviewing its decision on whether homelessness accommodation it offered to Mr X was suitable. It also failed to keep appropriate records of how it decided other accommodation was suitable for him. This caused Mr X avoidable frustration and uncertainty but we cannot say, even on balance, that it meant he missed out on housing he should have had. To remedy Mr X’s injustice, the Council will apologise and pay him £250. The Council will also identify what it needs to do to ensure it keeps proper records in future.