Isle of Wight Council (22 011 755)

Statement Upheld Disabled children 11-Jun-2023

Summary: Mr X complained the Council failed to carry out the agreed recommendations after the conclusion of the Children Act statutory complaints process. The requirement to provide respite care has not been carried out. While this service failure was not an intentional act by the Council, it has had a significant detrimental impact on the whole family. A suitable remedy is agreed.

Isle of Wight Council (22 010 350)

Statement Upheld Other 23-Jul-2023

Summary: Mr X complains about the Council’s handling of concerns relating to his grandchild, Child Y, following a Social Worker visit to his home. There was no fault in the way the Council completed its Child in Need assessment of Child Y. The Council has also given Mr X a fair opportunity to present his case to the stage three complaint Review Panel. There was however substantial delay in the Council completing stages two and three of the statutory complaints process. This delay was avoidable and caused significant distress and uncertainty for Mr X and his family. The Council has agreed to apologise and make an increased remedy payment to Mr X.

Isle of Wight Council (23 001 020)

Statement Upheld Special educational needs 07-Nov-2023

Summary: Ms X complained the Council failed to provide the provision set out in her daughter’s Education, Health and Care plan. Ms X also complained the Council failed to respond to her concerns and delayed arranging a review meeting. Ms X said the Council’s actions caused avoidable distress and anxiety to herself and her daughter. We found fault by the Council and the Council has agreed to provide an apology and a financial remedy to address the injustice identified.

Isle of Wight Council (23 002 334)

Statement Upheld Special educational needs 04-Dec-2023

Summary: Ms M complains about delay by the Council arranging special educational provision in her son B’s Education, Health and Care (EHC) Plan. The Council has apologised and offered a payment to acknowledge the impact on B’s education.

Isle of Wight Council (23 008 363)

Statement Upheld Residential care 05-Dec-2023

Summary: There was fault by the Council which failed to consult Mr X about his late mother’s care. This caused avoidable distress. The Council needs to apologise and remind staff of the relevant sections in the Code of Practice to the Mental Capacity Act which set out the people that need to be consulted.

Isle of Wight Council (23 006 033)

Statement Upheld Assessment and care plan 14-Dec-2023

Summary: Ms X complained that following a needs assessment the Council has refused to meet her eligible needs for care and support. The Council has failed to show how it is satisfied Ms X’s eligible needs for care and support are being met. It has agreed to apologise to Ms X for the frustration and uncertainty caused and review her needs assessment and support plan.

Isle of Wight Council (23 008 399)

Statement Upheld Homelessness 14-Mar-2024

Summary: Miss X complained the Council failed to award her the correct housing priority and placed her in unsuitable temporary accommodation. There was no evidence of fault in the way the Council assessed Miss X’s housing priority. The Council failed to consider whether Miss X was requesting a statutory review of the property’s suitability. However, it considered the issues she raised about the property’s suitability through its complaint procedure so this did not cause Miss X a significant injustice. It has agreed to issue a reminder to staff to prevent a recurrence of the fault.