Blackburn with Darwen Council (23 015 688)

Statement Upheld Other 29-Apr-2024

Summary: Mrs B complained about decisions the Council made in respect of social care services for her children. She also complained that the Council had not responded to her complaints since 2021. We found the Council delayed in responding to Mrs B’s complaints at stage one, but Mrs B did not take up the Council’s offer of a stage two investigation in May 2022 if she remained unhappy.

Blackburn with Darwen Council (23 007 124)

Statement Upheld Disabled facilities grants 06-May-2024

Summary: Mrs F complained about the way the Council dealt with her request for a disabled facilities grant. We found fault in the way the OT service dealt with the DFG referral in 2022. The Council has agreed to apologise and make a symbolic payment to remedy the distress and time and trouble this caused.

Blackburn with Darwen Council (23 007 966)

Statement Upheld Residential care 14-May-2024

Summary: Mr X complained about the treatment and care provided to his late mother, Mrs Y, by the Trust, Council and Practice, after Mrs Y was diagnosed with pneumonia. We found no fault by the Trust in its decision to discharge Mrs Y, although we found fault in its lack of communication with Mr X about this. The Trust provided an appropriate apology to Mr X and has taken reasonable steps to prevent recurrence. We found fault by the Council, in that the care home did not follow up a call to the Practice. We found the care home appropriately apologised and took reasonable steps to improve services. Regarding the complaint about the Practice, we found the Practice took appropriate action to prevent recurrence of the fault it had already identified, in not making a follow up call for a telephone consultation, and has apologised to Mr X.

Blackburn with Darwen Council (23 016 769)

Statement Upheld Special educational needs 10-Jun-2024

Summary: Mrs X complained the Council failed to provide a suitable education or follow proper process to review her son’s Education Health and Care Plan after they moved to the Council’s area. The Council offered suitable interim educational provision for Y pending a reassessment of his EHC Plan. However, the Council’s failure to complete the reassessment of Y’s needs and issue a final EHC Plan is fault. This fault has caused Mrs X and Y an injustice.

Blackburn with Darwen Council (24 001 378)

Statement Upheld Other 17-Jan-2025

Summary: Miss X complained about the way the Council has dealt with issues on an open space near her home. She said fencing was being used to block public rights of way and the Council has not dealt with several reports of fly tipping. Miss X stated she had been complaining about this matter for over a year and it has not been addressed. Miss X said this has impacted her mental health and she has taken time and trouble to complain. There was fault in the way the Council did not act to resolve fly tipping, did not complete the complaint response and communication from the Council was poor. Miss X did not suffer significant personal injustice from the Council fault, but was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment, remind staff of the Council’s responsibilities and complete a site inspection.

Blackburn with Darwen Council (24 004 182)

Statement Upheld Friends and family carers 31-Jan-2025

Summary: The Council failed to properly advise Mr and Mrs B when they took care of their grandchild. It failed to progress an assessment to support a special guardianship order application in good time, or to give clear advice about funding for this. The Council did not handle Mr B’s complaint in line with the statutory complaints process. The Council’s shortcomings have caused Mr and Mrs B distress and uncertainty, and has meant they have missed out on support from the Council. It has made some improvements to its policies and its services, and has offered to backdate financial support. The Council has also agreed to take further action to remedy the injustice.

Blackburn with Darwen Council (24 003 446)

Statement Upheld Residential care 24-Feb-2025

Summary: Miss X complained about the quality of care provided to her late father, Mr Y, at a residential placement commissioned by the Council at Dovehaven Lodge care home in Preston. There was fault by the Council which caused avoidable distress to Mr Y’s family. The Council agreed to apologise and pay a financial remedy. It will also work with the Care Provider and its relevant host authority to produce a dated action plan to address the faults identified with delivery of care.