There are 45 results (please note that to maintain confidentiality, we do not publish all our decisions)
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Statement Upheld Allocations 16-Apr-2024
Summary: Mrs X complained the Council failed to correctly administer her homelessness application and assess her housing circumstances between 2021 and 2023. She also said the Council wrongly advised her not to apply to its Welfare Panel. We have found the Council at fault for how it administered Mrs X’s homelessness application. These faults caused uncertainty about whether the Council could have secured suitable interim accommodation for Mrs X in 2021. This uncertainty is an injustice to Mrs X. We have also found the Council’s faults led to Mrs X missing an opportunity to secure suitable permanent accommodation in 2023. We have made recommendations to remedy the injustice this caused. We have not found the Council at fault for wrongly advising Mrs X not to apply to its Welfare Panel earlier.
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Statement Upheld Special educational needs 21-May-2024
Summary: Ms Y complained the Council failed to provide all the special educational needs support set out in her child’s Education, Health and Care plan. We have found fault by the Council in failing to deliver the Occupational Therapy and Speech and Language Therapy in the plan, causing injustice. The Council has agreed to remedy this injustice by apologising to Ms Y, making a payment to reflect the distress this caused her, and arranging catch-up sessions for the missed provision.
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Statement Upheld Charging 02-Jun-2024
Summary: We will not investigate Mr and Mrs X’s complaint about the lack of information about the costs of Mrs Y’s residential care. This is because the Council paid Mrs Y’s care fees initially, and later reduced the amount due for the chargeable days by £200, which is an appropriate remedy for the uncertainty caused. We will not investigate the complaint about the care home placement because there is insufficient evidence of fault.
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Statement Upheld Alternative provision 09-Jun-2024
Summary: Ms X complained the Council failed to provide an education and special educational provision for her child when she deregistered them from the school roll. She also complained about delays reviewing an education, health and care plan. Ms X said this caused unnecessary distress and frustration, and her child missed out on education. We find the Council at fault, and this caused injustice. The Council has agreed to apologise, make a payment to Ms X, and improve its service.
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Statement Upheld Special educational needs 16-Jun-2024
Summary: Ms X complained that the Council delayed in completing an education, health and care needs assessment for her daughter and failed to make suitable alternative educational provision for her when she was unable to attend school. We found the Council delayed in completing the assessment. It has agreed to make a payment to Ms X in recognition of the injustice caused by this. We also found there was fault in how the Council recorded its decision that the education on offer was available and accessible. But this did not cause an injustice.
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Statement Upheld Assessment and care plan 24-Jun-2024
Summary: Mr B complains the Council has failed to meet his daughter’s need for respite care, leaving him as her full-time carer and without a break. The Council has failed to provide his daughter with enough support to make informed decision about how her needs should be met. The Council needs to apologise, make a symbolic payment to Mr B and ensure his daughter receives the support she needs.
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Statement Upheld Refuse and recycling 22-Jul-2024
Summary: Mrs X complained the Council failed to properly assess her property and provide her with a wheelie bin in accordance with its eligibility criteria. The Council is at fault because it failed to fully assess Mrs X’s property for the storage and collection of a wheelie bin in line with its policy. The Council has agreed to carry out a new assessment of Mrs X’s property which remedies any injustice caused.
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Statement Upheld Safeguarding 23-Jul-2024
Summary: Mr D complains the Council failed to provide him with social care and housing support. The Council failed to properly assess Mr D’s needs and offer support to help him meet his housing need. To remedy the complaint the Council has agreed to make Mr D a symbolic payment, make procedural improvements and provide staff training.
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Statement Upheld Alternative provision 23-Jul-2024
Summary: We have found fault with the Council for not delivering suitable alternative educational provision for Mr X’s son after he was excluded from school. He missed a term of education that affected his learning and behaviour. The Council has agreed to remedy this injustice.
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Statement Upheld Other 13-Aug-2024
Summary: We have upheld this complaint because the Council delayed considering a complaint at stage two of the children’s statutory complaints procedure. The Council has now agreed to resolve the complaint by allocating to the case to an investigator and issuing its stage two response without further delay. It will also apologise and offer to make a payment to the complainant to remedy the time and trouble they have been too.