Decision search
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Norfolk County Council (24 008 978)
Statement Upheld Assessment and care plan 07-Mar-2025
Summary: Mr Y complains the Council did not inform him about possible charges it would make for his father’s residential care following a hospital discharge. Mr Y says the Council issued an invoice for the charges before completing the assessment process. The Council has reviewed the case and decided to waive the outstanding care fees and make a payment of £400 in recognition of the avoidable distress caused by fault. This is an appropriate remedy, and we have not investigated the complaint further.
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Staffordshire County Council (24 009 081)
Statement Upheld Charging 07-Mar-2025
Summary: Mrs X complained about the Council’s delays and errors in calculating Mr X’s contribution towards his care home charges and in sending an unexpected invoice for substantial arrears. We found the Council’s significant delays in, and failure to advise Mrs X of, the financial assessment process are fault. This caused Mrs X unnecessary distress and concern and financial difficulties. To remedy this the Council has agreed to apologise, make a payment to Mrs X and agreed an affordable repayment plan.
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Walter Manny Limited (24 010 322)
Statement Upheld Domiciliary care 07-Mar-2025
Summary: The Care Provider adequately investigated Mrs X’s complaint about the quality of care provided by a live-in-carer to her husband, before the complaint came to this office. A suitable remedy was provided. There is no more this office could add to this.
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London Borough of Newham (24 011 665)
Statement Closed after initial enquiries Homelessness 07-Mar-2025
Summary: We will not investigate this complaint about the Council’s decision to discharge its homelessness duty. It was reasonable for Ms X to appeal the Council’s decision to the County Court.
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Westminster City Council (24 012 013)
Statement Upheld Allocations 07-Mar-2025
Summary: Ms B complained the Council placed her family in unsuitable temporary accommodation. The Council failed to properly consider suitability for five months, and then did not provide suitable accommodation for a further three months. This meant Ms B’s family were left in a single overcrowded room which affected their health. The Council has agreed our recommended remedy.
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Essex County Council (24 013 546)
Statement Upheld Highway repair and maintenance 07-Mar-2025
Summary: Miss X complained about the Council’s delay repairing the footpath outside her home and about the Council’s handling of her complaint. While its approach to the footpath repair was not fault, we find the Council at fault for failing to make reasonable adjustments when responding to Miss X’s complaint. This caused her avoidable difficulty understanding the response. The Council has agreed to apologise and make a service improvement.
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London Borough of Merton (24 015 994)
Statement Closed after initial enquiries Assessment and care plan 07-Mar-2025
Summary: We will not investigate Mr X’s complaint about the Council charging his grandmother for her care placement. This is because there is insufficient evidence of fault. In addition, the claimed fault has not caused any significant injustice.
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Bury Metropolitan Borough Council (24 016 262)
Statement Closed after initial enquiries Special educational needs 07-Mar-2025
Summary: We will not investigate Miss X complaint about her child B, not receiving an education. B is not of compulsory school age. And it is reasonable to expect Miss X to have appealed the Council’s decision to cease an Education Health and Care Plan.
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London Borough of Harrow (24 016 316)
Statement Closed after initial enquiries Transport 07-Mar-2025
Summary: We will not investigate Miss X’s complaint about the Council’s decision that she is not eligible for a blue badge. This is because there is insufficient evidence of fault.
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Liverpool City Council (24 016 507)
Statement Closed after initial enquiries Assessment and care plan 07-Mar-2025
Summary: We will not investigate this complaint about financial assessment for adult social care charges, and the Council’s decision about a deprivation of asset. This is because it is unlikely we would find fault in the Council’s decision-making process or reach a different outcome.