Cheshire East Council (25 002 898)

Statement Upheld Charging 19-Mar-2026

Summary: Ms X complained about the Council’s handling of Mr Y’s care charges and financial assessment. She also complained about the Council’s delay in discharging Mr Y from respite care, and said it failed to explain why he could not go home after the initial six-week reablement period. The Council is at fault for delay in making an occupational therapy referral. It is also at fault for the way it communicated with Ms X about the charges. This caused avoidable uncertainty and distress. The Council has agreed to apologise, make a payment, and make a service improvement.

Cheshire East Council (25 010 767)

Statement Upheld Refuse and recycling 03-Feb-2026

Summary: We will not investigate this complaint about the Council refusing to replace a damaged garden waste bin. We are satisfied with the action the Council has now proposed to address the matter.

Cheshire East Council (25 003 123)

Statement Upheld Special educational needs 15-Jan-2026

Summary: Ms X complained that the Council failed to secure provision set out in her daughter’s Education, Health and Care Plan. The Council is at fault for failing to secure the provision from February 2025 to July 2025. This caused avoidable distress and frustration to Ms X and her daughter. The Council has agreed to apologise, make a symbolic remedy, and make a service improvement.

Cheshire East Council (25 002 677)

Statement Upheld Licensing 02-Jan-2026

Summary: Mr X complained about how the Council licenced a residential park home and considered Fit and Proper Person nominations. We do not find fault with how the Council licenced the site or considered the nominations. The Council was at fault as its Fit and Proper Person register did not contain all relevant information, but this has now been corrected.

Cheshire East Council (25 013 036)

Statement Upheld Enforcement 04-Dec-2025

Summary: We will not investigate this complaint about the Council delaying in investigating an alleged breach of planning control. There is insufficient evidence of fault in the way the Council reached its final decision on the enforcement case, and its apology for the delay in concluding the matter was an appropriate way to address that part of the complaint.

Cheshire East Council (24 021 651)

Statement Upheld Drainage 03-Dec-2025

Summary: Mrs X complained about the Council’s failure to resolve flooding of her property. We found fault in the way the Council responded to Mrs X’s flooding reports. The Council’s fault caused injustice to Mrs X. The Council has agreed to apologise and hold a meeting with Mrs X to provide her with clear and accurate information about the Council’s plans for the area affected by the flooding. The Council has also agreed to carry out some service improvements.

Cheshire East Council (25 004 853)

Statement Upheld Charging 03-Dec-2025

Summary: Mr Y complained the Council delayed removing a Land Registry restriction from his late mother’s property after he had paid outstanding care debt in October 2024. He said the delay now means he is liable for new stamp duty charges on the property which came into effect in April 2025. The Council was at fault for delaying the removal of the restriction on the property causing uncertainty and frustration to Mr Y, the Council has agreed to apologise.

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.

Cheshire East Council (25 002 549)

Statement Upheld Special educational needs 13-Nov-2025

Summary: Mrs X complained about delays following the Annual Reviews of her son’s (Y) Education Health and Care Plan. We found fault with the Council’s failure to comply with the statutory review timescales. This fault caused injustice to Mrs X. The Council has agreed to apologise, make a symbolic distress payment and carry out some service improvements.

Cheshire East Council (24 016 532)

Statement Upheld Direct payments 12-Nov-2025

Summary: Ms Y complained on behalf of Miss X that the personal budget in her care plan did not meet her care and support needs. We find the Council at fault for not following the statutory guidance when it completed its assessment and care plan for Miss X, and for inadequate complaint handling. This caused significant distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and make service improvements.