St Helens Metropolitan Borough Council (24 007 341)

Statement Not upheld Friends and family carers 25-Feb-2025

Summary: Mrs X complained that the Council failed to pay her the allowance due to her as a kinship carer. We have found no fault. The Council properly considered the circumstances of the case and made a decision which was consistent with the requirements of government guidance.

Blackburn with Darwen Council (24 004 182)

Statement Upheld Friends and family carers 31-Jan-2025

Summary: The Council failed to properly advise Mr and Mrs B when they took care of their grandchild. It failed to progress an assessment to support a special guardianship order application in good time, or to give clear advice about funding for this. The Council did not handle Mr B’s complaint in line with the statutory complaints process. The Council’s shortcomings have caused Mr and Mrs B distress and uncertainty, and has meant they have missed out on support from the Council. It has made some improvements to its policies and its services, and has offered to backdate financial support. The Council has also agreed to take further action to remedy the injustice.

North Yorkshire Council (24 017 218)

Statement Closed after initial enquiries Friends and family carers 30-Jan-2025

Summary: We cannot investigate this complaint about the Council’s decisions relating to Ms X’s grandchildren. This is because the matter was subject of court proceedings and the law does not allow us to investigate.

Southampton City Council (23 017 741)

Statement Upheld Friends and family carers 28-Jan-2025

Summary: Mr X complained about the Council’s administration of his home improvement loan. He said the Council paid the contractor before they completed the necessary works. This meant that Mr X did not have enough money left to hire another contractor to complete his home improvements. Additionally, Mr X said the Council did not communicate with him effectively about his complaints. We found the Council was at fault for sending the money to Mr X’s contractor before checking they had completed the required works. Additionally, we consider there was fault in the Council’s stage two investigation into Mr X’s complaint and overall drift in how the Council progressed Mr X’s case.

Southampton City Council (23 014 153)

Statement Upheld Friends and family carers 14-Jan-2025

Summary: The Council was at fault for the support it offered Mrs B while she privately fostered a child. It delayed her financial support and the child’s support plan. And it failed to do a safeguarding investigation after saying it would. It has agreed to apologise to Mrs B and will pay her a symbolic financial remedy to recognise her injustice. It will also take steps to improve its service.

Cumberland Council (24 005 435)

Statement Upheld Friends and family carers 08-Jan-2025

Summary: The complainant (Mrs X) said the Council failed to comply with the statutory timescales when considering her complaint through the children’s statutory complaint procedure. Mrs X also complained about the unsatisfactory remedies offered by the Council. We found fault with the Council’s delay. The Council agreed an extra remedy of a symbolic payment.

Lancashire County Council (24 006 970)

Statement Closed after initial enquiries Friends and family carers 08-Jan-2025

Summary: We will not investigate this complaint about the Council’s handling of Miss X’s family’s case between March 2022 and November 2023. Doing so would not lead to a better or worthwhile outcome. This is because the Council apologised for a delay in making payments and there is no evidence money is still owed, so we would be unlikely to recommend further remedy. The disclosure of data to Miss X’s daughter is a matter the ICO is better placed than us to consider. And the decisions of the Council about where Miss X’s grandchildren were subject to court action, and we are legally prevented from considering them or related matters.

Norfolk County Council (24 004 912)

Statement Upheld Friends and family carers 16-Dec-2024

Summary: Mr X complains the Council incorrectly deducted an amount equivalent to Child Benefit from his Special Guardianship Allowance. Mr X also says in addition the Council changed the amount paid to him in 2021. Mr X says this has caused him financial loss. We have found fault in the actions of the Council for deducting the amount of child benefit received from the Special Guardianship Allowance. The Council has agreed to issue an apology and repay the amount deducted back to September 2017.

Swindon Borough Council (24 010 356)

Statement Closed after initial enquiries Friends and family carers 02-Dec-2024

Summary: We cannot investigate this complaint about the Council declining to conduct a viability assessment for Ms X to care for a child. She has confirmed a judge has since ordered the Council to assess which means the matters she complains of either were or could reasonably have been raised in court. A legal bar now prevents us investigating the matters Ms X complains of.

Knowsley Metropolitan Borough Council (24 010 681)

Statement Closed after initial enquiries Friends and family carers 27-Nov-2024

Summary: We will not investigate this complaint about the outcome of the statutory procedure for complaints about children’s services. This is because there is insufficient evidence that the outcome is so flawed as to warrant our intervention.