Suffolk County Council (19 014 261)

Statement Upheld School transport 01-Jun-2020

Summary: Mr B complains about the way the Council handled his appeal against its decision to refuse his application for free school transport. There was fault by the Council and it should apologise to Mr B.

Suffolk County Council (19 007 626)

Statement Upheld Disabled children 16-Jun-2020

Summary: Mr X complains the Council has failed to provide appropriate support and social care provision for his son, Y, causing him stress and affecting Y’s welfare. The Ombudsman finds no fault in the Council’s decision making on, or provision of support for Y, but finds fault in its handling of Y’s case and Mr X’s complaint. The Ombudsman recommends the Council provides Mr X an apology, make a payment for time, trouble and distress and takes action to prevent recurrence.

Suffolk County Council (19 011 786)

Statement Upheld Friends and family carers 23-Jun-2020

Summary: Mrs F complains about some actions taken and records kept by the Council when she acted as a kinship foster carer. We uphold her complaint finding fault in the Council’s communications when it began child protection enquiries and in its complaint handling. Its actions caused Mrs F avoidable distress, frustration, time and trouble. At the end of this statement we set out actions the Council has agreed to remedy this injustice.

Suffolk County Council (19 006 986)

Statement Upheld Charging 30-Jun-2020

Summary: Miss X complained the Council failed to carry out an appropriate financial assessment of her contribution to her care charges and failed to properly consider her disability related expenditure. The Council was at fault. It delayed responding to Miss X, failed to properly consider her disability related expenditure and failed to clearly communicate with Miss X. It has agreed to apologise to Miss X, to waive the requirement to pay any outstanding charges and to pay her £300 to acknowledge the distress this caused. It has also agreed to review her care and support plan and her financial assessment and to agree the best way to communicate with Miss X in future.

Suffolk County Council (19 015 896)

Statement Upheld School transport 10-Jul-2020

Summary: Mrs X complains about the Council’s handling and decision on her request for free school transport. She says its refusal continues to cause hardship and her family has suffered distress and uncertainty. The Ombudsman finds no fault in the Council’s decision making process. But the Ombudsman finds the Council at fault for delay and recommends a remedy for Mrs X’s distress and action to prevent recurrence.

Suffolk County Council (18 014 942)

Statement Upheld Assessment and care plan 23-Jul-2020

Summary: Mr F complained about what happened when his mother, Mrs G, was discharged from hospital. The Ombudsmen find fault with the way the Council and Trust communicated with Mr F and each other about discharge plans, including a continuing healthcare checklist for Mrs G. The Ombudsmen also find fault with the way the Trust handled Mr F’s complaint. The Trust and Council have agreed to take action to remedy the injustice caused.

Suffolk County Council (19 014 304)

Statement Upheld Special educational needs 17-Sep-2020

Summary: The Council delayed issuing an EHC Plan for Mr C’s daughter. The Council has agreed to make a financial payment to remedy the injustice this caused Mr C and his daughter.

Suffolk County Council (19 007 255)

Statement Upheld Special educational needs 01-Oct-2020

Summary: The Council was at fault in the way it assessed Mrs C’s son’s suitability for alternative provision. It also delayed in issuing his final Education Health and Care Plan. The Council has agreed to make payments to recognise the injustice these faults caused.

Suffolk County Council (19 014 422)

Statement Upheld Highway repair and maintenance 21-Oct-2020

Summary: Mrs B complains that the Council delayed in carrying out works to the noisy drain next to her home. The Ombudsman has not found fault in the way the Council investigated Mrs B’s request for repairs but decided against this. The Ombudsman considers the apology already made a suitable response to the injustice caused by delays in responding to Mrs B’s enquiries.

Suffolk County Council (19 016 921)

Statement Upheld Direct payments 06-Nov-2020

Summary: Miss E complains about the way the Council reviewed her care and support plan. She says the Council sought to impose a reduction in her provision, without discussion. It also misrepresented conversations it had with professionals involved in her care. The Ombudsman upholds the complaint and has agreed an enhanced remedy.