London Borough of Redbridge (24 004 652)

Statement Upheld Special educational needs 23-Apr-2025

Summary: Ms X complained about the Council’s actions in relation to her child, Y’s, Education, Health and Care (EHC) Plan. The Council was at fault. It delayed providing Y with some provision and has still not secured and delivered other provision as outlined in the EHC Plan. The Council also poorly communicated with Ms X when she complained. The Council has agreed it will make Ms X a symbolic payment to recognise the provision Y has not received and for the distress and frustration it caused to Ms X. The Council will also apologise to Ms X. The Council will provide us with an action plan which explains how it will improve its service to prevent a recurrence of fault. It will also remind staff of the response timescales within its complaints procedure.

London Borough of Redbridge (24 014 806)

Statement Upheld Special educational needs 06-May-2025

Summary: Mrs X complained the Council failed to ensure her child (Y) received the specialist provision set out in their Education Health and Care (EHC) Plan. The Council failed to ensure Speech and Language Therapy (SALT) was in place between December 2023 until February 2025. This caused Mrs X distress, frustration and uncertainty and meant Y’s needs went unmet for longer than necessary. The Council has agreed to apologise and make a payment to recognise this.

London Borough of Redbridge (24 009 734)

Statement Upheld School transport 14-May-2025

Summary: Mrs X complained the Council failed to consider her son’s circumstances when refusing his application for school transport assistance. There is conflicting evidence about whether the Council followed its policy, the Council failed to follow Government guidance and failed to explain its reasoning when writing to Mrs X to tell her its decision. An agreement to carry out a further appeal, apology, payment to Mrs X, changes to the Council’s transport policy and reminder to officers is satisfactory remedy.

London Borough of Redbridge (24 010 577)

Statement Upheld Homelessness 19-May-2025

Summary: Miss X, on behalf of her mother Mrs Y, complained the Council failed to provide suitable alternative accommodation following a suitability review in July 2024. Mrs Y and her family have been in unsuitable accommodation longer than they should have because the Council has failed to offer alternative accommodation. A symbolic payment to recognise the distress caused is agreed.

London Borough of Redbridge (24 012 196)

Statement Upheld Assessment and care plan 01-Jun-2025

Summary: The Council overcharged Mrs Y for the care and support it provided to meet her needs and failed to explain how the charges were calculated. It also delayed responding to the complaint Mr X made on her behalf and the complaint response was inadequate. The Council has agreed to apologise to Mr X and Mrs Y and make a payment to acknowledge the uncertainty and frustration they were caused. It has also agreed to revise the invoices and provide training or guidance to staff about responding appropriately to complaints.

London Borough of Redbridge (24 009 805)

Statement Upheld Homelessness 04-Jun-2025

Summary: We will not investigate Mr X’s complaint about the Council moving him into unsuitable temporary accommodation because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

London Borough of Redbridge (24 017 469)

Statement Upheld Disabled facilities grants 04-Jun-2025

Summary: Mr X complained the Council delayed completing an Occupational Therapy (OT) assessment required for his Disabled Facilities Grant (DFG) application to carry out adaptations to his house. Mr X says this has delayed the adaptations and put him at a risk of harm as his house does not meet his needs. The Council was at fault because there was an eight month delay carrying out the OT assessment. The Council has agreed to apologise and make a payment to recognise the distress, frustration and uncertainty the delay caused.

London Borough of Redbridge (24 012 904)

Statement Upheld Allocations 05-Jun-2025

Summary: Miss X complained the Council told her she was eligible for a four-bedroom property but then changed its mind, and she had to pay for two properties. Miss X said this had a significant financial impact and caused distress and frustration. We find the Council at fault and this caused injustice. The Council has agreed to make a payment to remedy this.

London Borough of Redbridge (24 012 011)

Statement Upheld Homelessness 16-Jun-2025

Summary: The Council was at fault for repeated failures to consider the suitability of temporary accommodation it provided Mrs X and her family. The properties were unsuitable and Mrs X experienced avoidable financial loss and her children’s education suffered as a result. The Council has agreed to apologise, make payments, and act to improve its services.

London Borough of Redbridge (24 014 685)

Statement Upheld Special educational needs 23-Jun-2025

Summary: Ms X complained the Council delayed in completing a review of her child’s Education, Health, and Care Plan. The Council accepted it was at fault for the delay and apologised. Following our investigation it also agreed to provide a financial remedy to recognise the avoidable distress caused to Ms X by the delay, and issue a reminder to staff about statutory review timescales.