Telford & Wrekin Council (23 002 758)

Statement Upheld Alternative provision 03-Apr-2024

Summary: Mrs X complains the Council failed to provide alternative education for her son Y when he could not attend school. We find fault with the Council for failing to provide appropriate full-time education for Y, causing frustration and distress to Mrs X. We have agreed financial remedies and service improvements to ensure this does not happen again.

Telford & Wrekin Council (23 010 156)

Statement Upheld Child protection 20-May-2024

Summary: We found fault on Mrs P’s complaint about the Council failing to follow procedures during its child protection investigation of her family. Previous risk assessments were lost and not passed to the new social worker. It failed to keep evidence of its own investigation of her complaint about a social worker. The agreed action remedies the injustice caused.

Telford & Wrekin Council (23 014 966)

Statement Upheld Child protection 21-Jul-2024

Summary: Z complained the Council failed to safeguard their child, Child A. Z said the Council did not respond to a safeguarding referral made by Child A’s school, leaving them without support. Z also complained about poor communication and complaints handling. The Council processed the Prevent referral in line with government guidance and was not at fault. The Council was at fault for poor communication and delayed stage 1 complaints handling which caused Z frustration, uncertainty and time and trouble. The Council has already apologised and offered a symbolic payment for the poor stage 1 complaints handling and reviewed its communication procedures to prevent reoccurrence of the faults. This remedied the injustice caused.

Telford & Wrekin Council (23 009 918)

Statement Upheld Council tax 01-Aug-2024

Summary: We will not investigate this complaint about the Council’s handling of the complainants’ council tax bills. This is because an investigation would not lead to any different findings or outcomes as the Council has appropriately remedied the injustice caused by the faults accepted.

Telford & Wrekin Council (24 004 249)

Statement Upheld Charging 28-Nov-2024

Summary: Mrs X complained about an error made by the Council in calculating when it would fund her husband’s care home placement. We find the Council at fault for delays and miscalculating capital reduction, which caused Mrs X distress and uncertainty. We recommend the Council apologises and makes a payment to Mrs X.

Telford & Wrekin Council (24 015 585)

Statement Upheld Assessment and care plan 24-Feb-2025

Summary: We will not investigate this complaint about adult care services. The Council has completed a thorough investigation, accepted some fault and said what it will do in response. It is unlikely an Ombudsman investigation would add to that. The complainant says the Council has not done what it said it would, this is a new issue of complaint which the Council must first have the opportunity to consider.