Suffolk County Council (21 007 265)

Category: Education Date: 03-Mar-2022

Summary

Ms X complained the Council failed to ensure provisions in an Education, Health and Care plan for her daughter, Y, were met. She also complained the Council delayed in securing Y a new school placement. This caused the family financial stress and Y missed out on education. We found the Council at fault and recommended it apologise to Ms X, pay her £2400 for loss of education; £500 for distress; £300 for delay and act to prevent recurrence.

Service improvements

Suffolk County Council (21 005 081)

Category: Education Date: 11-Feb-2022

Summary

Mrs X complains about the Council’s failure to name a secondary specialist school placement in her grandson’s education, health, and care plan. We find fault with the Council for delays in issuing a final amended EHC plan in 2020. We also find fault with the Council for not issuing a final amended EHC plan in 2021.

Service improvements

Suffolk County Council (21 003 447)

Category: Adult care services Date: 08-Mar-2022

Summary

Mr X complained on behalf of Mr Y about the Council’s changes to his direct payment and support plan when it removed mileage costs and acupuncture. He said this caused Mr Y much stress and it created a shortfall in his account. We find the Council was not at fault in deciding not to fund these, but it did not make this clear to Mr Y in the case of the mileage costs for years. The Council has agreed to apologise and backdate the allowance to 30 September 2020 (the point where it has clear evidence Mr Y was told it would no longer be allowed).

Service improvements

Suffolk County Council (21 003 276)

Category: Education Date: 02-Dec-2021

Summary

Mrs X complained that the Council failed to deal properly with her son’s Education, Health and Care (EHC) Plan from when she moved into the area, resulting in loss of education. We have found that the Council was at fault in delaying reviewing the EHC Plan and failing to provide education and support. The Council has agreed a suitable remedy, including a payment for the loss of education.

Service improvements

Suffolk County Council (21 002 940)

Category: Adult care services Date: 17-Feb-2022

Summary

Mr X complained the Council changed and suspended his son, Mr Y’s, direct payments during 2020 without adequate communication or explanation. The Council was at fault for failing to pay Mr Y’s respite payment since 2020 despite it being an assessed care and support need. The Council agreed to apologise and pay Mr X a total of £500 to recognise the frustration, uncertainty, time and trouble and loss of opportunity that caused. It agreed to reinstate the respite payment. An administrative error also meant Mr Y did not receive his direct payment during October 2020. The Council has already apologised to Mr X and paid the missing amount which is a suitable remedy.

Service improvements

Suffolk County Council (21 002 326)

Category: Education Date: 09-Mar-2022

Summary

Mr and Mrs X complain the Council failed to ensure appropriate education was provided to meet their son’s, Y’s, needs as set out in his Education, Health, and Care Plan. The Ombudsman finds the Council at fault for not properly considering its duties to provide alternative education. The Council will apologise to Mr and Mrs X and make a payment to reflect the injustice. The Council will also make improvements to its service.

Service improvements

Suffolk County Council (21 001 703)

Category: Adult care services Date: 03-Mar-2022

Summary

Ms X complained that carers dropped her while lifting her using a hoist. She said the hoist strap was not securely attached. Ms X also complained about the way the Council responded to her complaint about the incident, and that it did not contact her for weeks afterwards. Ms X said being dropped caused her injury, and she is now reluctant to engage with care services because of a lack of trust. She also said the Council’s response made her feel dismissed. We find the Council at fault for the way it conducted its enquiry. This caused Ms X injustice because it denied her an opportunity to be involved in the process and give her version of events, and it caused uncertainty. The Council has agreed to apologise to Ms X and make improvements to its service.

Service improvements

Suffolk County Council (21 001 022)

Category: Education Date: 23-Feb-2022

Summary

We upheld Miss X’s complaint about the Council’s failure to secure the provision in her daughter Y’s education, health and care plan. The Council agreed to apologise to Miss X and Y and make a payment to recognise Y’s lost provision.

Service improvements

Suffolk County Council (20 013 285)

Category: Adult care services Date: 10-Sep-2021

Summary

Mr and Mrs X complained about the Council’s handling of the care charges for their adult son, Mr Y’s, attendance at a day centre. The Council was at fault as it failed to explain Mr Y would be required to contribute to his care costs when it arranged the care package. It then further delayed explaining the charges, failed to communicate clearly with Mr and Mrs X and failed to explain there would be a charge for non-attendance. The Council agreed to cancel the debt prior to April 2019, make a payment to Mr and Mrs X to acknowledge the frustration caused to them and review its processes to prevent a recurrence of the fault.

Service improvements

Suffolk County Council (20 012 908)

Category: Education Date: 10-Oct-2021

Summary

The Council was at fault when it failed to issue an updated Education, Health and Care plan for Mr Y after a Tribunal hearing, and when it failed to secure the provision set out in that plan. This led to Mr Y missing the support he needed and caused his mother, Miss X, distress and frustration. The Council also wrongly transferred Mr Y’s Education, Health and Care plan to a neighbouring authority. This meant that Miss X had to pay for legal advice. The Council agreed to take the recommendations set out to remedy the injustice its actions caused to Miss X and Mr Y.

Service improvements