London Borough of Sutton (23 014 280)

Statement Upheld Assessment and care plan 23-May-2024

Summary: Mrs B complained that the Council had failed to carry out an assessment of her son Mr C’s needs or provide support to enable him to access the community. We found the Council delayed for six months in carrying out a care needs assessment for Mr C and a carer’s assessment for Mrs B. The Council has agreed to apologise to Mrs B, pay her £300, complete the assessments and improve its procedures for the future.

London Borough of Sutton (23 012 757)

Statement Upheld Alternative provision 27-May-2024

Summary: Mrs X complained the Council failed to provide alternative educational provision for her child when they were unable to attend school. She complained the Council delayed its decision not to do an education, health and care needs assessment, and complained about delays handling her complaint. Mrs X said there was a huge impact on her child of the missed education, and said it caused unnecessary and avoidable distress and frustration. We find the Council at fault, and this caused injustice. The Council has agreed to apologise and make a payment to Mrs X to remedy the injustice caused.

London Borough of Sutton (23 018 267)

Statement Upheld Charging 29-Jul-2024

Summary: Mrs Y complained on behalf of her mother, Mrs X. Mrs Y complained about how the Council dealt with Mrs X’s residential care charges and the Council’s poor communication with Mrs Y about the matter. There were some faults by the Council which caused injustice to Mrs Y. The Council will take action to remedy the injustice caused.

London Borough of Sutton (23 019 659)

Statement Upheld Child protection 22-Sep-2024

Summary: We found fault on Ms M’s complaint about the Council’s actions when her niece came to stay with her following police involvement which caused her upset and financial loss. It failed to explain to her this was a private family arrangement and what this meant. The agreed action remedies the injustice caused.

London Borough of Sutton (24 000 097)

Statement Upheld Homelessness 10-Oct-2024

Summary: Ms X complained about the way the Council dealt with her when she was homeless. The organisation delivering the Council’s homelessness service failed to notify Ms X that the Council no longer owed her the prevention or relief housing duties and delayed deciding if the Council owed her the main housing duty. This was fault. This caused Ms X avoidable frustration, for which the Council will apologise. It will also work with the organisation acting on its behalf to ensure it sends notification letters in future and to reduce delays in main housing duty decisions in all instances.

London Borough of Sutton (23 021 101)

Statement Upheld Homelessness 28-Nov-2024

Summary: We have found fault with the Council for the delay in issuing a formal homelessness decision letter. This delayed Miss X’s right to review and caused her avoidable distress and uncertainty. The Council has agreed to apologise for this delay and pay Miss X £300 for the distress caused.

London Borough of Sutton (24 010 873)

Statement Upheld Homelessness 10-Dec-2024

Summary: Mr D complained about the Council’s handling of his homelessness application and the behaviour of Council officers. We found no fault on the substantive parts of the complaint. However, there was a delay to share its non-priority decision. The Council’s apology was enough to acknowledge the limited injustice this caused Mr D.

London Borough of Sutton (23 021 220)

Statement Upheld Special educational needs 07-Jan-2025

Summary: There was service failure by the Council. Two days per week of tuition specified in an Education, Health and Care Plan was not made to a young adult for one term. The Council has made a symbolic payment to remedy the injustice caused.

London Borough of Sutton (24 002 345)

Statement Upheld Homelessness 27-Jan-2025

Summary: Mrs X complained the Council failed to act on her reports that mould, damp and excessive dust in her temporary accommodation have made the property unsuitable for her and her family. We found evidence of fault in how the Council responded to Mrs X’s concerns. The Council agreed to review the suitability of Mrs X’s temporary accommodation and make a payment in recognition of the inconvenience and frustration caused to her.

London Borough of Sutton (24 000 482)

Statement Upheld Special educational needs 30-Jan-2025

Summary: Ms B complained that the Council had failed to ensure the provision detailed in her daughter C’s EHC Plan since December 2022 was put in place. This caused her distress as to whether C had missed out on essential support. We have concluded the Council did not ensure all the provision was in place. The Council to apologise to Ms B, make her a symbolic payment of £300 for her own injustice and £1300 to an education provider (agreed to by the Council and Ms B) for the benefit of C’s education.