Reading Borough Council (22 013 373)

Statement Upheld Special educational needs 24-Apr-2024

Summary: Ms Y complained about the way the Council dealt with her child, Z’s Education Health and Care plan, special educational needs provision, social care assessments and social care provision. We have found the following faults by the Council: failure to respond to Ms Y’s concerns about section A of Z’s Education Health and Care plan; failure to put Z’s social care support in place; and a failure to deliver all Z’s special educational needs provision in the year 2020/2021. We have also found these faults caused Ms Y and Z injustice. We have not found fault on the other parts of Ms Y’s complaint. The Council has agreed to remedy the injustice caused by apologising to Ms Y and Z, making payments to reflect Ms Y’s distress, and the impact on Z of the missed provision. It has also agreed to contact Ms Y about changes to section A and putting social care support in place and make service improvements.

Reading Borough Council (23 009 132)

Statement Upheld School transport 30-Jun-2024

Summary: Mrs X complained about the Council’s handling of her home to school transport appeals for her son (Y). We do not find fault in the way the Council reached its decision. But we find it failed to provide a copy of its shortest walking route and sufficiently detailed outcome letters to Mrs X which caused her avoidable uncertainty, frustration and distress about the Council’s decision making. The Council should apologise, make a payment to Mrs X and provide a staff reminder to remedy the injustice caused.

Reading Borough Council (23 019 221)

Statement Upheld Assessment and care plan 03-Jul-2024

Summary: Mrs X complained the Council refused to give her direct payments to pay her partner to provide her social care at home. The Council was not at fault in how it decided it would not agree to the direct payments. However, the Council was at fault for delay in creating and issuing Mrs X’s care and support plan. This caused her avoidable frustration for which the Council will apologise.

Reading Borough Council (24 007 901)

Statement Upheld Parking and other penalties 07-Oct-2024

Summary: We will not investigate this complaint about a faulty Traffic Regulation Order and a Penalty Charge Notice the Council issued which resulted in bailiff action. This is because the Council has offered a fair remedy.

Reading Borough Council (23 009 873)

Statement Upheld Special educational needs 20-Oct-2024

Summary: Ms C complained about the Council’s handling of her daughter’s (X) Education, Health, and Care needs assessment and the provision she received when she was unable to attend her school placement. The Council apologised to Ms C for its failure to provide X with alternative provision for a five-month period and made payment to remedy the injustice it caused. We found the Council’s remedy was appropriate, and there was either no fault on other matters complained about, or we could not consider these as Ms C exercised her appeal rights to a tribunal about the same or linked matters.

Reading Borough Council (24 001 236)

Statement Upheld Disabled facilities grants 18-Nov-2024

Summary: Mr X complains about the Council’s failure to complete work to his home under a disabled facilities grant. The Council was at fault for withdrawing the offer to carry out the work in two stages to minimise the disruption to Mr X. It needs to reconsider that decision.

Reading Borough Council (24 008 148)

Statement Upheld Friends and family carers 25-Nov-2024

Summary: We will not investigate Mrs X’s complaint about children services’ actions. We have upheld Mrs X’s complaint as the Council has now agreed to follow the Children Act statutory complaints’ procedure.

Reading Borough Council (23 006 632)

Statement Upheld Other 19-Dec-2024

Summary: The Council was at fault for a delay to its investigation of Ms X’s complaint. But, in the context of her overall complaint about its complaint-handling, the fault was limited. The Council properly considered the complaint, made adjustments to its process in light of her communication difficulties, and generally acted in accordance with its statutory responsibilities. Nonetheless, it will take action to recognise Ms X’s injustice from the delay.

Reading Borough Council (23 003 875)

Statement Upheld Special educational needs 12-Mar-2025

Summary: Mrs X complained about the way the Council handled the review of her child’s education, health and care plan and her complaint. She said this delayed her right to appeal the plan, caused unnecessary distress and frustration, and cost her time and trouble. We find the Council at fault, and this caused injustice. The Council has made a payment to Mrs X, apologised, and agreed to add a note to Mrs X’s file. The Council has also agreed to arrange catch-up sessions for provision which was missed as a consequence of a delay in triggering Mrs X’s right of appeal.

Reading Borough Council (24 017 555)

Statement Upheld Allocations 14-Mar-2025

Summary: We will not investigate this complaint about the way the Council processed the complainant’s housing application. This is because the Council offered a fair remedy and there is not enough remaining injustice to require an investigation.