Decision search
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Statement Upheld Assessment and care plan 27-Feb-2025
Summary: There was fault in the Council’s communication with Mrs C on the care planning for her husband, Mr C. The Council also failed to properly respond to Mrs C’s complaints and there was a delay in obtaining a letter which was needed for Mrs C to access her husband’s assets. This caused distress to Mrs C and the Council has agreed to apologise, pay a symbolic financial remedy and implement a service improvement.
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Transport for London (24 000 084)
Statement Upheld Other 27-Feb-2025
Summary: Mr X complained about the way Transport for London handled his application to its van and minibus scrappage scheme. We have not found fault by Transport for London in the way it handled Mr X’s application. But we have found fault by it in failing to be open, accountable and transparent about its process for applications to scrap vehicles with outstanding penalty charge notices. This fault did not cause Mr X any personal injustice.
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Leeds City Council (24 002 171)
Statement Upheld Alternative provision 27-Feb-2025
Summary: Ms X complained the Council failed to provide her daughter, Y with a suitable full-time education since she could not attend school for medical reasons. We found fault by the Council causing Y to miss out on education she was entitled to. The Council has agreed to apologise and make a payment to Ms X and her daughter in recognition of the injustice caused to them.
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Essex County Council (24 002 394)
Statement Upheld Special educational needs 27-Feb-2025
Summary: Mr Y complains the Council failed to ensure his child, D, received a suitable education once they stopped attending primary school. He also complains about delays in issuing D’s Education, Health and Care plan due to a lack of Educational Psychologists. We find fault causing injustice and the Council has agreed to apologise and pay £950 to Mr Y. There was also some delay in arranging alternative provision for D which the Council has agreed to acknowledge with a symbolic payment of £350. We do not find fault in the other parts of Mr Y’s complaint because D received provision which the Council decided was available and accessible.
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West Sussex County Council (24 002 850)
Statement Upheld Alternative provision 27-Feb-2025
Summary: Mrs Y complained the Council failed to provide her child, Z, with a suitable education. We have found fault by the Council, causing injustice, in failing to consider its duty to make alternative educational provision for Z during the period from January 2023 to April 2024. The Council has agreed to remedy this injustice by apologising to Mrs Y, and making payments to acknowledge the distress caused and impact of the missed education on Z.
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London Borough of Richmond upon Thames (24 003 662)
Statement Upheld Homelessness 27-Feb-2025
Summary: We have found fault with the Council for its actions during Miss X’s homelessness application process. This caused Miss X the injustice of living in unsuitable accommodation for over a year. The Council has agreed to remedy Miss X’s injustice.
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London Borough of Southwark (24 005 074)
Statement Upheld Allocations 27-Feb-2025
Summary: Mrs Q complained the Council failed to tell her the outcome of her housing medical assessment and rejected a successful bid for a property despite that decision leaving her family in unsuitable temporary accommodation, which caused distress. We found fault in the Council’s communication and decision making which caused injustice. To remedy the injustice the Council agreed to apologise, make a symbolic payment, and make a direct offer for the next eligible property.
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Surrey County Council (24 005 704)
Statement Upheld Alternative provision 27-Feb-2025
Summary: Mrs X complained the Council failed to review Y’s Education, Health and Care Plan within statutory time limits and delayed in obtaining an Educational Psychologist reassessment. Mrs X also complained the Council failed to make appropriate alternative provision available while Y was out of school. Mrs X said this caused her real stress and frustration. We find the Council at fault. The Council has agreed to apologise, make a payment to recognise the injustice caused and act to prevent recurrence.
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Milton Keynes Council (24 007 944)
Statement Closed after initial enquiries Refuse and recycling 27-Feb-2025
Summary: We will not investigate this complaint about waste collection as there is insufficient evidence of fault by the Council to justify our further action.
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London Borough of Wandsworth (24 008 448)
Statement Closed after initial enquiries Assessment and care plan 27-Feb-2025
Summary: We will not investigate Miss B’s complaint the Council failed to ensure her allegations about a Social Worker were considered fairly and thoroughly. Doing so would not be likely to lead to a substantially different outcome from that already achieved.