Royal Borough of Windsor and Maidenhead Council (23 012 661)

Statement Upheld Homelessness 01-Apr-2024

Summary: Miss D complained about the Council’s handling of her homeless application which meant she lived in unsuitable accommodation. She said, as a result, she experienced distress and uncertainty. The Council accepted it was at fault as it had a duty to provide Miss D with interim accommodation from February to December 2023. We found it also failed to issue its housing decisions giving her appeal rights, communicated poorly, and failed to respond to her complaint. The Council agreed to apologise to Miss D and make payment to remedy the injustice its faults caused.

Royal Borough of Windsor and Maidenhead Council (23 014 756)

Statement Upheld Alternative provision 15-May-2024

Summary: Ms X complained the Council failed to provide her son with a full-time suitable education meaning he missed out on education and affected his mental and physical health. The Council failed to evidence why it was in Ms X’s son’s best interest to only receive 12 hours per week and it failed to promptly review this and put additional provision in place. A suitable remedy is agreed.

Royal Borough of Windsor and Maidenhead Council (23 005 555)

Statement Upheld Direct payments 02-Jun-2024

Summary: The Council failed to provide support to Mr B with applying to charities for a carpet which he said he needed to be able to use his wheelchair upstairs and it failed to carry out a review when he said his care needs had increased. It also wrongly decided that Mr B had been overpaid direct payments and told his carer that they would not get paid, which contributed to Mr B being left without care. The Council later decided to stop paying direct payments to Mr B but failed to follow the correct process. The Council also delayed dealing with Mr B’s application for the household support fund and for a disabled facilities grant for a downstairs toilet. The Council’s failings have caused Mr B significant distress and meant that he has had difficulty accessing a toilet and moving around his home. The Council has agreed to make some payments to Mr B and to take action to prevent similar failings in future.

Royal Borough of Windsor and Maidenhead Council (23 015 293)

Statement Upheld Special educational needs 28-Jul-2024

Summary: Mrs X complained about how the Council handled her daughter’s Education Health Care Plan annual review and a request to change school placement. We have found the Council at fault for delays during the annual review process. This caused Mrs X and her daughter avoidable distress.

Royal Borough of Windsor and Maidenhead Council (23 014 909)

Statement Upheld Safeguarding 30-Jul-2024

Summary: Mrs B complains that her son’s care provider did not provide adequate care to her son before he was admitted to hospital and says there was poor communication from the care provider. She also says the Council did not properly investigate her complaints or communicate with her. We have found fault as there were instances of poor communication from the care provider and from the Council and this would have added to the distress the family experienced. The Council has agreed to apologise to the family and to ensure that the service improvements that had previously been agreed have been implemented.

Royal Borough of Windsor and Maidenhead Council (24 005 281)

Statement Upheld Charging 15-Sep-2024

Summary: We will not investigate Mrs X’s complaint about the Council’s refusal to pay her mother’s full care home fees and its decision that her mother can be safely moved to a cheaper care home. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused by the likely fault.

Royal Borough of Windsor and Maidenhead Council (24 004 165)

Statement Upheld Enforcement 09-Oct-2024

Summary: X complained the Council failed to take planning enforcement action against their neighbour. We found fault because the Council could not take enforcement action it had intended. This was because it failed to serve papers to a court within time. The Council has agreed to our recommendations and will now review its working practices, policies and procedures to reduce the likelihood of the same fault happening again.

Royal Borough of Windsor and Maidenhead Council (24 002 887)

Statement Upheld Enforcement 09-Oct-2024

Summary: X complained the Council failed to take planning enforcement action against their neighbour. We found fault because the Council could not take enforcement action it had intended. This was because it failed to serve papers to a court within time. The Council has agreed to our recommendations and will now review its working practices, policies and procedures to reduce the likelihood of the same fault happening again.

Royal Borough of Windsor and Maidenhead Council (23 010 023)

Statement Upheld Homelessness 05-Dec-2024

Summary: Mr X complained about how the Council has handled his homelessness application; the Council officer’s conduct; disrepair issues at his temporary accommodation; and delay in providing an occupational therapy assessment. We find the Council was at fault for delay in dealing with his review request; delay in providing an occupational therapy assessment and failing to consider his reports around disrepair issues. This caused him significant distress. We make several recommendations to address this injustice caused by fault.

Royal Borough of Windsor and Maidenhead Council (23 019 988)

Statement Upheld Assessment and care plan 06-Jan-2025

Summary: Mr X complained about the Council’s handling of his father, Mr Y’s, care and support needs. We have found fault because the Council did not explain a delay in completing a reassessment of Mr Y’s needs in 2024. This caused avoidable distress and frustration to Mr X. To remedy the injustice caused by the fault, the Council has agreed to apologise to Mr X.