Wigan Metropolitan Borough Council (23 018 495)

Statement Upheld Alternative provision 01-Jun-2025

Summary: Mrs X complained that the Council failed to provide alternative education when her child was unable to attend school for medical reasons. We find fault causing a loss of education and avoidable distress and frustration. The Council had already made a symbolic payment to Mrs X for the injustice and had introduced some service improvements. We recommended further improvements to the Council’s school attendance policy which it has accepted. We have therefore completed our investigation and are closing the complaint.

Wigan Metropolitan Borough Council (24 013 641)

Statement Upheld Noise 21-Jul-2025

Summary: Mr X complained about the Council’s investigation of his complaint about noise from a food and music venue. There was no fault in the Council’s investigation of the complaint. The remedy offered by the Council during its complaints procedure for the delay in responding to the official complaint remedied the injustice.

Wigan Metropolitan Borough Council (24 016 967)

Statement Upheld Alternative provision 23-Jul-2025

Summary: Ms X complained the Council failed to provide suitable education for her child following their exclusion from school in November 2022. We found fault with the Council delaying putting in place alternative provision of education from 12 September 2023 until 25 September 2023. The Council agreed to apologise to Ms X and pay her £200 in recognition of for her child’s missed education.

Wigan Metropolitan Borough Council (24 016 243)

Statement Upheld School transport 11-Aug-2025

Summary: Mrs X complained the Council refused to provide her child with school transport. She said the Council did not consider her child’s special educational needs and behavioural issues which mean it is dangerous and impossible for them to walk to school, even when accompanied. Mrs X said this caused unnecessary and avoidable distress, worry and frustration. We find the Council at fault and this caused injustice. The Council has agreed to make a fresh decision.

Wigan Metropolitan Borough Council (24 015 115)

Statement Upheld Charging 19-Aug-2025

Summary: There was fault in the Council’s delay in sending an invoice and in the information it provided to Mr D and his family on what the cost of a care package would be. This meant that Mr D and his family did not have the necessary information to make informed decisions about the care package. The Council has agreed to apologise, to cancel a proposed invoice and has agreed a service improvement.

Wigan Metropolitan Borough Council (24 020 734)

Statement Upheld Assessment and care plan 16-Dec-2025

Summary: There was fault by the Council. It did not act soon enough to resolve Mrs X’s risk of social isolation when she had to live in part of a care home without other residents. Her son, Mr Y has acted on her behalf and this caused him distress. The Council is now regularly reviewing Mrs X’s care needs, and has increased her opportunities to socialise. The Council should also apologise to Mr Y for its lack of more urgent action.

Wigan Metropolitan Borough Council (25 002 679)

Statement Upheld Assessment and care plan 05-Jan-2026

Summary: Mr X complains about the Council’s handling of Mr Y’s discharge from hospital. Mr X complains the Council did not properly complete Mr Y’s capacity assessment and arranged an unsuitable discharge care plan. Mr X says this put Mr Y at risk and impacted his physical health. We find no fault with the Council’s handling of the capacity assessment. However, we do find fault with the Council’s decision-making in the discharge care planning process. The Council has agreed to apologise to Mr X and take service improvement action.

Wigan Metropolitan Borough Council (24 013 835)

Statement Upheld Special educational needs 13-Feb-2026

Summary: Mrs X complained about delays by the Council in providing her child, Y, with a suitable education when they could not attend school. We found the Council at fault for failing to provide Y with a suitable education and for not meeting legal deadlines in the Education, Health and Care Plan review process. The Council has agreed to apologise and make a payment to Mrs X to recognise her distress. It has also agreed to make improvements to its service to prevent the same faults happening to others.