There are 23 results (please note that to maintain confidentiality, we do not publish all our decisions)
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Statement Upheld Special educational needs 16-Mar-2026
Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the accepted fault.
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Statement Upheld Special educational needs 14-Mar-2026
Summary: We have upheld this complaint about the Council’s failure to issue an Education Health and Care plan for the complainant’s child within the statutory timescale. The Council has agreed to provide a proportionate remedy and this removes the need for us to investigate.
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Statement Upheld Special educational needs 03-Mar-2026
Summary: Miss X complained the Council failed to secure special educational provision in her son Y’s Education, Health and Care Plan, took too long to review the plan, and had poor communication and complaint responses. We find the Council at fault because it failed to secure some of the provision, missed statutory deadlines and for poor communication. The fault meant Y missed some education and caused distress, uncertainty and frustration. The Council has agreed to make a symbolic payment and apologise to remedy the injustice.
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Statement Upheld Charging 02-Feb-2026
Summary: Miss X complained the Council put care in place for her grandmother despite making it clear they did not want it or to pay for it. We did not find the Council at fault for how it initially considered her grandmother’s wish for continued care. We found fault it did not complete a financial assessment before starting the care, causing distress. It was also at fault for delay with Miss X’s complaint causing frustration. The Council has agreed to apologise to Miss X and her grandmother to remedy the injustice. The Council has also agreed to update us on the progress and completion of an online cost estimator on its website to support care planning.
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Statement Upheld Special educational needs 27-Jan-2026
Summary: Ms X complained the Council failed to organise provision in her son’s Education, Health and Care Plan. We found fault because the Council took too long to source and deliver specialist services and a gym membership for him. This caused Ms X avoidable distress, frustration and uncertainty. It also meant her son missed out on services he was due. To remedy this injustice, the Council has agreed to apologise to Y and Ms X and make a payment to her.
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Statement Upheld Alternative provision 21-Jan-2026
Summary: We upheld Mrs X’s complaint about the Council’s failure to organise alternative education for her child, Y, when their school closed because the Council upheld the complaint, offered Mrs X a symbolic payment of £3,040, apologised, and explained service improvements it made. This is in line with the Ombudsman’s Guidance on Remedies and therefore we decided not to investigate.
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Statement Upheld Special educational needs 19-Jan-2026
Summary: Miss X complained the Council delayed completing an education, health and care needs assessment and in issuing a final education, health and care plan. There is evidence of delay. That caused Miss X distress, led to her going to time and trouble to chase the Council, caused her some uncertainty and delayed her appeal rights. An apology and payment to Miss X is satisfactory remedy.
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Statement Upheld Council tax 14-Jan-2026
Summary: We will not investigate this complaint about a Council tax discount because there was a right of appeal to a Valuation Tribunal and part of the complaint was remedied.
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Statement Upheld Charging 08-Dec-2025
Summary: We will not investigate this complaint about the way the Council followed its charging for non-residential care policy to determine how much Mr G should pay towards his care costs. Any injustice is not significant to justify our involvement.
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Statement Upheld Special educational needs 03-Dec-2025
Summary: Mrs X complained the Council failed to ensure her child received the Speech and Language Therapy provision specified in their Education, Health and Care Plan. We find the Council at fault for failing to check and monitor the provision, for delays in issuing the final amended Education, Health and Care Plan, and for poor complaint handling. These faults caused loss of provision, avoidable distress, uncertainty, and unnecessary time and trouble for Mrs X. The Council has agreed to apologise, make a payment to Mrs X, and take action to improve its services.