Isle of Wight Council (24 015 174)

Statement Upheld Assessment and care plan 28-Apr-2025

Summary: Mr X complained about the way the Council dealt with Mr Y’s emergency care needs. The Council was at fault for failing to complete a mental capacity assessment and poor communication. This caused Mr Y to be without care for part of a day and Mr X distress and uncertainty. The Council will apologise, make a symbolic payment and remind staff of the need to carry out mental capacity assessments.

Isle of Wight Council (24 008 559)

Statement Upheld Homelessness 22-Jun-2025

Summary: The Council housed Mr X and his child in unsuitable bed and breakfast accommodation for longer than the period allowed in law. It also significantly delayed reviewing the suitability of the family’s temporary accommodation. To recognise the frustration, uncertainty and period in unsuitable accommodation caused by the Council’s faults, the Council has agreed to apologise, pay Mr X £1,000 and take action to improve its services.

Isle of Wight Council (24 015 465)

Statement Upheld Homelessness 28-Jul-2025

Summary: Mr X complained about the Council placing him in unsuitable interim accommodation. He also complained that it would not offer him interim accommodation until he rehoused his emotional support dog and that a housing officer was rude and dismissive towards him. We found fault by the Council on all matters. The Council agreed to apologise to Mr X and make him symbolic payments in recognition of the injustice caused to him.

Isle of Wight Council (24 008 487)

Statement Upheld Special educational needs 29-Jul-2025

Summary: Mr X complained about how the Council handled his son, A’s, Education and Health Care needs assessment following an Order the Special Educational Needs and Disabilities Tribunal made in May 2024. We found the Council was at fault for the delay in finalising A’s needs assessment. The Council agreed to pay Mr X £300 to recognise the uncertainty the delay caused him.

Isle of Wight Council (24 019 151)

Statement Upheld Private housing 24-Sep-2025

Summary: Mr B complained the Council delayed in taking action despite recognising category one hazards at his accommodation. We find the Council at fault for a delay in taking enforcement action when category one hazards were identified. This caused Mr B distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment to Mr B and complete service improvements to remedy the injustice caused by the faults identified.

Isle of Wight Council (24 021 167)

Statement Upheld Other 29-Sep-2025

Summary: We will not investigate this complaint about the Council incorrectly identifying the nearest relative when Mr Y was sectioned under the Mental Health Act. The Council has already apologised to Mr X which is sufficient to remedy the injustice caused by fault.

Isle of Wight Council (24 018 866)

Statement Upheld Special educational needs 19-Oct-2025

Summary: The Council was at fault. It failed to provide Miss X’s child, Y, with a suitable education, failed to secure Y’s special educational provision and communicated poorly with Miss X when it changed its decision to provide education other than at school (EOTAS). This caused Miss X confusion, frustration, distress and uncertainty and Y missed education to which they were entitled. The Council will apologise and make a symbolic payment. The Council has already put in place actions to improve its service.

Isle of Wight Council (25 004 537)

Statement Upheld Special educational needs 09-Feb-2026

Summary: Mr Y complains about delays by the Council in assessing his child’s special educational needs and issuing an Education, Health and Care plan. He says the delays resulted in his child missing educational provision. We find there were significant delays in both the assessment process and the issue of the final plan. The Council has agreed to remedy the injustice caused with a symbolic payment and evidence of service improvements it has made to prevent similar delays in future.

Isle of Wight Council (25 010 505)

Statement Upheld Disabled facilities grants 19-Mar-2026

Summary: We will not investigate this complaint about the way the Council granted a Repair Wellbeing Grant. The Council has offered to pay Mrs Y £600 for distress and acknowledgement that it should have notified her when it approved the grant and the increases made to the original amount. We consider this a suitable remedy to Mrs Y’s concerns.

Isle of Wight Council (25 007 315)

Statement Upheld Special educational needs 20-Mar-2026

Summary: Mrs X complained the Council did not provide her child, Y, with all the provision set out in his Education, Health and Care Plan which included Speech and Language Therapy. Mrs X also complained about the Council’s delays with completing the annual review process of Y’s Plan. There were faults by the Council which caused injustice to Y and Mrs X. The Council has agreed to apologise and make payments to remedy the injustice caused. It will also finalise and publish its Personal Education Budgets Policy.