Hertfordshire County Council (22 009 245)

Statement Upheld Special educational needs 12-Apr-2023

Summary: Mrs Y complains about the Council’s delay in amending and issuing her son’s revised Education Health and Care Plan (EHCP) which in turn frustrated her right to appeal against the named provision. We find the Council failed to act within the statutory timescales and this fault caused injustice to Mrs Y which the Council will remedy with an apology and a payment.

Hertfordshire County Council (22 008 343)

Statement Upheld Residential care 27-Apr-2023

Summary: The Council and a Care Provider (HC-One No 1 Ltd) were at fault for preventing contact between the complainants (a mother and daughter) for around two weeks while the mother was in a care home. We also find fault in the Care Provider registering the mother with a GP on a permanent rather than temporary basis and not telling her of this, and in its complaint handling. These faults caused injustice to both complainants including distress. The Council and Care Provider accept these findings. At the end of this statement we set out the action they have agreed to remedy that injustice.

Hertfordshire County Council (22 011 741)

Statement Upheld Special educational needs 04-May-2023

Summary: Mr D complained about the way the Council handled his daughter’s Education, Health and Care plan. We found fault that caused Mr D time and trouble and his daughter to miss out on SEN support. The Council has agreed to make a payment to Mr D for his daughter’s educational benefit.

Hertfordshire County Council (22 008 899)

Statement Upheld Special educational needs 23-May-2023

Summary: Mrs Y complained the Council failed to arrange Mr X’s special educational needs provision, fund all his home to college transport costs and communicate properly with her. We have found fault by the Council in failing to make all the special education needs provision in Mr X’s Education Health and Care Plan and communicate properly with Mrs Y. These faults have caused injustice. The Council has agreed to remedy this by apologising to Mrs Y and Mr X, making payments to reflect the impact on Mr X of the missed SEN support, and Mrs Y’s worry and distress.

Hertfordshire County Council (22 010 147)

Statement Upheld Special educational needs 25-May-2023

Summary: Mr X and Ms Y complained the Council failed to ensure their child D received a suitable alternative education while out of school or had their special educational needs met. There was fault in how the Council reviewed D’s Education Health and Care plan, re-assessed their Education Health and Care needs, and considered its duties to provide suitable alternative education. This meant D missed education and support for their special educational needs. This also caused avoidable distress for D, Mr X, and Ms Y. The Council agreed to apologise, issue an amended final Education Health and Care plan without delay, pay a financial remedy, review relevant procedures, and issue reminders to its staff.

Hertfordshire County Council (22 013 515)

Statement Upheld Special educational needs 25-Jun-2023

Summary: Miss X complained the Council failed to provide her child, Y, with suitable alternative provision during their absence from school due to school-related anxiety. We found the Council was at fault as it delayed providing Y with alternative provision which caused Y to miss education. It also caused Miss X distress and frustration. The Council has already made service improvements to prevent a recurrence of fault. In addition, the Council has agreed to apologise to Y and pay them £1200 to recognise the education they missed and apologise to Miss X and pay her £150 for the distress and frustration the matter caused her.

Hertfordshire County Council (22 015 700)

Statement Upheld Special educational needs 04-Jul-2023

Summary: Miss X complained about how the Council reviewed her daughter, Y’s, Education, Health and Care plans in 2021 and 2022 and about its communication. The Council was at fault for delay in finalising changes to Y’s EHC plan after the 2021 annual review and for poor communication. This caused Miss X frustration, for which the Council has agreed to pay £100. Y did not experience a significant personal injustice.

Hertfordshire County Council (22 007 028)

Statement Upheld Special educational needs 16-Jul-2023

Summary: We find the Council failed to provide Miss X’s son (Y) with education in line with his EHC plan between January 2021 and February 2022. There were also delays in completing Y’s annual review and responding to Miss X’s communications. The Council has agreed to apologise for the identified faults, make payment to reflect Y’s missed education and uncertainty and distressed caused to Miss X. The Council has already introduced suitable service improvements to address complaint delays and improve communication.

Hertfordshire County Council (22 015 572)

Statement Upheld Alternative provision 30-Jul-2023

Summary: Mrs X complained the Council failed to arrange alternative provision when her daughter stopped attending school due to anxiety. We find the Council at fault for failing to consider its legal duties and its policy. The Council will apologise, make payments to recognise the injustice caused and take action to prevent reoccurrence.

Hertfordshire County Council (22 011 747)

Statement Upheld Alternative provision 03-Aug-2023

Summary: Miss X complained the Council failed to ensure her child D received a suitable alternative education while out of school or had their special educational needs met. The Council accepted it was at fault because it failed to ensure suitable alternative education was in place. This meant D missed education and support for their special educational needs. This also caused avoidable distress for D and their parents, and avoidable time and trouble for Miss X. The Council agreed to pay a financial remedy, review relevant procedures, and issue reminders to its staff.