Shropshire Council (23 013 938)

Statement Upheld Residential care 20-Jun-2024

Summary: Ms Y did not receive oral care in line with her care plan and her family were given inaccurate information that changes to one of her medicines had been made, when the GP had not made changes. This was fault causing her family avoidable distress and the Council should apologise. There was fault in Ms Y’s personal care, but action has already been taken to remedy the injustice. We do not uphold complaints about actions taken after a fall, one-to-one care, support to go to bed or actions taken in response to weight loss.

Shropshire Council (24 003 516)

Statement Upheld Traffic management 18-Jul-2024

Summary: We will not investigate this complaint about the Council’s delay in responding to Mr X’s request for local parking restrictions to be applied to alleviate dangerous parking near his home. We will not investigate this complaint because the Council has remedied the delay by responding to the requests.

Shropshire Council (23 012 650)

Statement Upheld Special educational needs 05-Aug-2024

Summary: Ms X complained the Council failed to complete her child’s annual review of their Education, Health and Care Plan in the correct timescales. Ms X also complained the Council failed to provide education for her child since September 2021. We found fault with the Council delaying for nearly one year in reviewing Ms X’s child’s Education, Health and Care Plan. We also found fault with the Council failing to consider if Ms X’s child needed support from their Education, Health and Care Plan from 26 November 2021 until 21 April 2023 while electively home educated. We also found fault with the Council failing to provide suitable education for Ms X’s child from 21 April 2023 to 5 February 2024 and failing to provide Speech and Language Therapy from 21 April 2023 to 16 January 2024. The Council agreed to apologise to Ms X, pay her £400 for her distress and frustration and £500 for the lost opportunity and potential harm caused through lack of educational support. The Council also agreed to backdate Ms X’s child’s personal budget from 21 April 2023 to 5 February 2024 and pay Ms X the equivalent of any lost Speech and Language Therapy sessions from 21 April 2023 to 16 January 2024.

Shropshire Council (24 000 454)

Statement Upheld Special educational needs 14-Aug-2024

Summary: Miss X complained the Council failed to provide suitable full time alternative education for her son from October 2023. In response to Miss X’s complaints about this the Council accepted fault and that it did not do enough to ensure a suitable education was provided. A suitable remedy is agreed to acknowledge this loss of education provision.

Shropshire Council (24 000 178)

Statement Upheld Enforcement 07-Nov-2024

Summary: Mr X complained about the Council’s handling of his concerns about a breach of planning condition. We found no fault in how the Council reached its decision there was no breach of the condition. However, the Council was at fault in not considering his complaint about that decision. To address the frustration this caused, the Council agreed to apologise to Mr X.

Shropshire Council (24 004 931)

Statement Upheld Other 17-Dec-2024

Summary: Miss X complained the Council took too long to offer her child, Y, suitable respite care. The Council was at fault for not considering Miss X’s complaint through the children’s statutory complaints procedure. The Council has agreed to apologise and investigate the complaint at stage two of the statutory procedure.

Shropshire Council (24 006 517)

Statement Upheld Charging 10-Jan-2025

Summary: Ms X complained the Council has incorrectly calculated her contribution towards her care costs in her 2024 financial assessment. We found fault with the Council applying the 2023/2024 Disability Related Expense disregard rate rather than the 2024/2025 rate for Ms X’s bedding disregard. We did not find fault with the Council’s other decisions or calculations in Ms X’s financial assessment. The Council agreed to apply the correct 2024/2025 bedding disregard rate to Ms X’s financial assessment, backdates this to 1 April 2024 and apologises to Ms X.

Shropshire Council (24 016 211)

Statement Upheld Other 20-Feb-2025

Summary: We will not investigate Mr X’s complaint about delay in the Council responding to his complaint under the statutory children’s complaints procedure. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

Shropshire Council (24 006 354)

Statement Upheld Domiciliary care 27-Mar-2025

Summary: There were failings in the domiciliary care provided to Mrs Y, which the care agency acknowledged and dealt with before the complaint came to this office. However, it failed to communicate its actions to Mrs X and failed to apologise for the actions of its carers. We have made a recommendation to address this.