Durham County Council (24 019 574)

Statement Upheld Refuse and recycling 13-Apr-2025

Summary: We will not investigate Mr X’s complaint about the Council failing to carry out refuse collection on his street. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.

Durham County Council (25 000 516)

Statement Upheld Leisure and culture 24-Apr-2025

Summary: We will not investigate Ms X’s complaint about the Council’s response to a service request. The Council has already upheld Ms X’s complaint, apologised and taken steps to rectify its service delivery. Because these actions are appropriate and there are no wider public interest issues, it is not proportionate for us to investigate.

Durham County Council (24 017 370)

Statement Upheld Charging 13-May-2025

Summary: We have upheld Mrs X’s complaint about a lack of advice about the costs of adult social care. The Council has agreed to apologise and make a symbolic payment to Mrs X to remedy the uncertainty caused. It will also remind relevant staff about the importance of providing appropriate information about charging for adult social care.

Durham County Council (24 009 519)

Statement Upheld Assessment and care plan 18-May-2025

Summary: Ms D complained the Council ignored her requests to discuss her mother’s (Ms M’s) return home after being told she needed to be in a care home. This caused Ms D and her mother emotional distress and potential financial distress for Ms M. The Council is at fault for poor communication and failing to proactively manage Ms M’s assessment. This has caused Ms M and Ms D distress. I have recommended a package of remedies.

Durham County Council (24 021 091)

Statement Upheld Charging 11-Jun-2025

Summary: We will not investigate Mrs X’s complaint that the Council did not make her aware she would be charged a contribution towards the cost of the home and that she should not have to pay because she does not want to live in the care home. This is because there are no worthwhile outcomes achievable. In addition, there is insufficient evidence of fault.

Durham County Council (24 021 099)

Statement Upheld Charging 25-Sep-2025

Summary: Ms X complained the Council did not explain the fees and charges for her father’s (Mr F’s) care when he moved into supported accommodation. She said the Council did not charge him properly or communicated with him or Ms X for the last three years and has now issued a large invoice for his care.

Durham County Council (25 006 810)

Statement Upheld Looked after children 07-Nov-2025

Summary: We will not investigate the Council’s response to Mr X’s complaint about the care provided to him when he was a looked after child. This is because the Council has agreed to review its decision not to investigate his complaint. It would not be proportionate for us to investigate.

Durham County Council (24 023 388)

Statement Upheld Special educational needs 17-Nov-2025

Summary: Mrs X complained the Council failed to put in place education for her daughter when she could no longer attend her allocated school and failed to ensure her daughter received the provision in her EHC Plan. There is no fault in how the Council dealt with the education available to Mrs X’s daughter. There is evidence of some of Mrs X’s daughter’s provision not being in place. That meant her daughter missed out on some provision. The apology already offered to Mrs X is satisfactory remedy.

Durham County Council (25 004 361)

Statement Upheld Transport 04-Feb-2026

Summary: Ms Y complained the Council failed to arrange transport for her daughter to attend a day centre. We find fault in the Council’s handling of the matter, including poor communication, delay, inadequate consideration of the circumstances, and a failure to properly address the unmet transport and care support needs. This caused ongoing uncertainty and distress for Ms Y. The Council has agreed to apologise, address the outstanding support gap, make a payment to Ms Y, and take action to improve its practice.

Durham County Council (24 012 474)

Statement Upheld Assessment and care plan 05-Feb-2026

Summary: Mr B complained about how the Council and Trust assessed and planned Ms C’s care, and arranged discharge from hospital. We found fault with the way the Council handled Ms C’s care assessment and hospital discharge, causing distress to Ms C and distress and uncertainty to Mr B. The Council agreed to apologise to Mr B, make a symbolic payment, and make service improvements. We found no fault in the Trust’s actions.