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Cumberland Council (24 005 287)
Statement Upheld Charging 11-Feb-2025
Summary: Mr X complained that the Council delayed in carrying out a financial assessment for his late mother, Mrs Y, and then issued a large, unexpected bill for backdated care costs. He also says the Council delayed in advising the family about benefits Mrs Y may have been able to claim and gave inadequate notice to end her placement at a care home. We found the Council was at fault. It has agreed to apologise to Mr X and make a payment to him in recognition of the distress, uncertainty and frustration caused.
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Surrey County Council (24 005 968)
Statement Upheld Special educational needs 11-Feb-2025
Summary: Ms X complained the Council failed to secure educational provision for her child Y and failed to complete an annual review on time. We upheld the complaint. Y has a loss of educational provision and Ms X had delayed appeal rights and avoidable distress. The Council recognised this and offered a partial remedy for two terms of missed provision. The Council will make a further payment for missed provision for the Autumn Term of 2024.
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Cumberland Council (24 006 340)
Statement Not upheld Planning applications 11-Feb-2025
Summary: Mr X complained about the Council’s handling of a planning application for development near his home. Mr X said the development was overbearing and reduced privacy to his home. We found no fault in how the Council reached its decision to grant planning permission for the application development.
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London Borough of Newham (24 006 392)
Statement Closed after initial enquiries Other 11-Feb-2025
Summary: We cannot investigate Mr X’s complaint about the Council’s actions in removing him and his siblings from their parents’ home, and the Council’s actions regarding his parents. The matters complained of are closely related to matters that have or could reasonably have been raised during court proceedings. Additionally, Mr X does not have parental responsibility for his siblings, and his parents could make their own complaint.
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Suffolk County Council (24 006 959)
Statement Upheld Special educational needs 11-Feb-2025
Summary: Miss X complained the Council delayed completing her child, Y’s Education, Health and Care needs assessment, and decided not to seek Occupational Therapy and Speech and Language Therapy advice. There are parts of Miss X’s complaint that we have not investigated because she has the right of appeal to the Tribunal. We find the Council at fault for the delay. This impacted Y’s education and caused Miss X avoidable distress and uncertainty. The Council has agreed to apologise and make a payment to Miss X.
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Buckinghamshire Council (24 007 591)
Statement Upheld Assessment and care plan 11-Feb-2025
Summary: We upheld a complaint from Miss J finding the Council at fault for delays and poor communication leaving her son, Mr K, without care for several months. This loss of care provision had a harmful impact on Mr K, as well as causing distress to Miss J. While the Council had previously acknowledged some fault and offered a remedy to the complaint, we did not consider this went far enough to remedy both Miss J and Mr K’s injustice. So, the Council has now agreed to take further action, comprising an apology and symbolic payments for Mr K and Miss J, and a review of Mr K’s care and support plan. It has also agreed to make service improvements for others to help prevent a repeat of the fault.
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London Borough of Redbridge (24 009 410)
Statement Upheld Other 11-Feb-2025
Summary: Mrs X complained the Council refused to assess her son’s needs as a disabled child. There was fault in how the Council failed to investigate Mrs X’s complaint under the statutory children’s complaints procedure. This caused Mrs X avoidable frustration and inconvenience for which the Council agreed to apologise and make a payment to Mrs X to recognise that distress. It also agreed to start an investigation under stage two of the statutory procedure.
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City of Bradford Metropolitan District Council (24 009 853)
Statement Not upheld Other 11-Feb-2025
Summary: We have discontinued the investigation into Mr X’s complaint about unnecessary enforcement action. Enforcement action was a result of the Council pursuing a school attendance issue in court. We could not add anything to the investigation already carried out by the Council, nor could we achieve the outcome Mr X wants.
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Durham County Council (24 010 093)
Statement Closed after initial enquiries Council tax 11-Feb-2025
Summary: We will not investigate this complaint about Council tax reduction because there is a right of appeal to a Valuation Tribunal.
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Surrey County Council (24 010 825)
Statement Upheld Special educational needs 11-Feb-2025
Summary: The Council was at fault because it failed to secure educational and social care provision on Mr Y’s Education, Health and Care Plan. This caused a loss of provision. The Council agreed an appropriate financial remedy during its internal complaints procedure. The Council will apologise and complete the annual review.