Central Bedfordshire Council (23 007 026)

Statement Upheld Special educational needs 10-Apr-2024

Summary: Mr X complains about delay and failure to deliver provision outlined in Y’s EHCP. We have concluded our investigation having made a finding of fault. There was delay in finalising Y’s EHCP, and the Council failed to provide Y with a laptop that could be used outside of the educational setting. We acknowledge that whilst 1:1 support and co-ordination of the educational package have not been delivered as per the terms of the order, Y has not been caused a significant injustice as this provision has been delivered through Provider A. The Council has accepted our recommendations.

Central Bedfordshire Council (23 015 961)

Statement Upheld Alternative provision 19-Jun-2024

Summary: Miss B complained the Council failed to provide suitable education for her son, C, and failed to ensure he received the provision set out in his Education, Health and Care Plan from March 2022 to January 2023. Miss B said C missed education and plan provision and she was distressed and impacted financially by the Councils actions. There was fault in the way the Council did not ensure C received any education or plan provision, did not follow the plan review process and not fully considering Miss B’s complaint. C missed out on education and plan provision for two and a half academic terms. Miss B was frustrated and put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and remind staff of the Councils responsibilities.

Central Bedfordshire Council (24 001 147)

Statement Upheld Alternative provision 19-Jun-2024

Summary: Miss B complained the Council failed to provide appropriate education to her son, C, and failed to ensure he received the provision set out in his Education, Health and Care Plan from September 2022 to September 2023. Miss B said C missed education and provision and she was distressed and impacted financially by the Councils actions. The Council did not provide C with any education or plan provision until appeal rights to the Tribunal were engaged, did not follow the plan review process and did not consider her complaint. C missed out on education and plan provision for one academic term. Miss B was frustrated and put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and remind staff of the Councils responsibilities.

Central Bedfordshire Council (23 014 112)

Statement Upheld Special educational needs 23-Jul-2024

Summary: The Council investigated the complainants’ concern that it delayed in issuing their daughter’s Education, Health and Care Plan, after an annual review, Children Services did not attend this review and services were wrongly withdrawn. The Council accepted fault and provided redress to ensure the complainants’ daughter received services in accordance with her Plan. The Council also apologised and made a small symbolic payment. We are satisfied that this is sufficient remedy and therefore we are closing the complaint.

Central Bedfordshire Council (23 017 901)

Statement Upheld Alternative provision 28-Jul-2024

Summary: There was fault by the Council, because it did not properly discharge its duty to arrange alternative provision for a child who was not attending school. It is not possibly to state clearly what material difference this made, but we consider it caused frustration and distress to the complainant and child. The Council has agreed to offer a financial remedy to account for this, and to formally apologise.

Central Bedfordshire Council (23 015 514)

Statement Upheld Special educational needs 13-Aug-2024

Summary: The complainant (Mrs X) said the Council failed within its duties to her son (Y) for whom it maintains Education Health and Care Plan. We found fault in the Council’s delays to issue Y’s amended Education Health and Care Plan following its Annual Review in June 2022 and in its inadequate communication with Mrs X. We also found fault with the Council’s failure to arrange respite services for Y from June 2023. These faults caused uncertainty and distress. We do not propose to find fault in the way the Council handled alternative provision for Y. Some of the issues Mrs X complained about were or could have been appealed to the Special Educational Needs and Disabilities Tribunal or were linked to her appeal. The Council agreed to apologise, make a symbolic payment for Mrs X’s distress and to carry out some service improvements.

Central Bedfordshire Council (23 017 717)

Statement Upheld Special educational needs 15-Aug-2024

Summary: The Council was at fault for delaying changes to Mrs B’s daughter’s special educational needs support. It was then also at fault for only partly dealing with Mrs B’s concerns about the support her daughter received. It has agreed to make symbolic payments to recognise the injustice suffered by Mrs B and her daughter, and will take steps to improve its service.

Central Bedfordshire Council (23 015 668)

Statement Upheld Private housing 19-Aug-2024

Summary: Mrs C complained about the way the Council handled her claim for compensation for defects and damage caused to her property by contractors who received a Home Improvement loan to renew her roof. We have upheld one part of her complaint and found fault by the Council in the way it responded to Mrs X’s concerns about the contractor’s standard of work and her compensation claim, causing injustice. The Council has agreed to remedy the injustice by; apologising and making a payment to reflect the distress caused; arranging for a surveyor to inspect the roof and meeting the cost of any work identified by the surveyor; and making a service improvement.

Central Bedfordshire Council (24 007 350)

Statement Upheld Refuse and recycling 29-Sep-2024

Summary: We will not investigate this complaint about the conduct of the refuse collection crew. This is because the Council has provided a satisfactory response.

Central Bedfordshire Council (24 007 633)

Statement Upheld Other 16-Oct-2024

Summary: We will not investigate this complaint about the way the Council has dealt with the complainant’s enquiries about an insurance claim. The Council has recognised the initial responses to Mr X’s concerns fell short of its expected standards and has apologised. We consider that further investigation on this point will not lead to a different outcome. Also, Mr X can approach the Information Commissioner’s Office with his concerns about access to information. Finally, the Ombudsman cannot determine liability for damages. So we consider it reasonable for Mr X to contact the relevant insurer about damages to his car and if that fails to pursue the claim in court.