LGO Individual Decisions

Summary: We will not investigate this complaint about damage caused to a vehicle by a pothole as this is ultimately a matter for the courts.

We will not investigate Mr X’s complaint about how the Council handled concerns he raised about his child. This is because there is not enough evidence of fault in how the Council made its decision and we cannot question the outcome.

Summary: Ms X complained the Council failed to arrange suitable education for her daughter, Miss Y, for the 2024/25 school year. The Council failed to secure the education from Miss Y’s Education Health and Care Plan after the college she was supposed to attend did not admit her. It also failed to review Miss Y’s plan when it should have done and communicated with Ms X poorly. This caused Miss Y to miss around a year of education and also caused Miss Y and Ms X avoidable distress. The Council agreed to apologise, and pay them a financial remedy. It also agreed to issue reminders to its staff.

Summary: We will not investigate this complaint about the Council’s decision not to make alternative educational provision for the complainant’s daughter. This is because there is insufficient evidence of fault on the Council’s part to warrant investigation.

Summary: We will not investigate Ms X’s complaint about the Council delaying removal of a tree from a nearby drainage ditch, and how it managed her requests for service to get the tree removed. There is not enough evidence of fault in the Council’s decision-making process regarding the priority given to the works to warrant us investigating. There is insufficient significant personal injustice caused by the matters complained of to justify us investigating.

Summary: We will not investigate this complaint about the Council’s decision to stop direct payments. This is because some complaint matters are late and there is no good reason to exercise discretion to consider them. In addition, of the matters remaining, there is not enough evidence of fault.

Summary: Ms X complained the Council twice delayed issuing her child, Y’s, Education, Health and Care (EHC) Plan in line with statutory timescales, failed to provide Y with an education and failed to secure Y’s special educational provision. The Council was at fault for delay in finalising Y’s EHC Plans. The Council will apologise and make a symbolic payment to Ms X for her delayed appeal rights, frustration and uncertainty caused. The Council already has an action plan in place to improve its service. The Council has already apologised for the delay in issuing Y’s EHC Plan after the tribunal

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about access to recycling centres in a van. This is because there is insufficient evidence of fault by the Council.

Summary: Mrs X complained the Council did not complete her child’s Education, Health and Care needs assessment within statutory timescales and it refused to reimburse the cost of a private Educational Psychologist report. We found the Council at fault. It will apologise to Mrs X, pay her £500 to recognise the avoidable frustration and uncertainty caused by a delay in completing the needs assessment process and reimburse the cost of the Educational Psychologist report.

Summary: Mrs X complained about the Council’s handling of her daughter, Y’s, special educational needs. She said the Council failed to complete annual reviews of Y’s Education Other Than At School package. Mrs X also complained the Council failed to put in place a suitable education package for Y. Mrs X said this impacted her mental health and Y’s, who also missed education. The Council was not at fault.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: Mrs X complained that the Council named an inappropriate school in section I of her child, Y’s, Education, Health and Care Plan and failed to organise education for Y when they were unable to attend school during a Tribunal period. Mrs X also says the Council provided inaccurate information to the Tribunal and failed to deliver the content of Y’s EHC Plan to them following the Tribunal order in December 2024. We have discontinued the investigation into this complaint.

Summary: Ms X complained about the Council’s delay in completing an Education, Health and Care needs assessment for her child. We found there had been avoidable delay by the Council in completing the assessment which had caused Ms X injustice. To address the injustice, the Council agreed to send Ms X a written apology and make a symbolic payment of £1,200 in recognition of the avoidable distress caused by its delay.

Summary: Mrs X complained her child had not received the speech and language therapy (SALT) provision in their Education, Health and Care Plan. We have ended the investigation as there is insufficient evidence of fault. The Council has agreed to arrange a private SALT assessment and further investigation is unlikely to achieve more. Mrs X also complained about the actions of the School which we cannot investigate and the Council’s efforts to arrange mediation, which we will not investigate further as it is unlikely we would find the Council at fault.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about the Education, Health and Care plan process. This is because the Council has agreed to an appropriate remedy for the injustice caused by the delay.

Summary: We will not investigate this complaint about how the Council dealt with a child protection referral. This is because there is insufficient evidence of fault.

Summary: We will not investigate most of Mrs X’s complaint that the Council failed to deliver the content of her family member’s Education, Health and Care Plan because the claimed injustice is not significant enough to warrant an investigation by the Ombudsman. We will not investigate the remainder because there is insufficient evidence of fault.

Summary: Miss X complained the Council did not provide her child, Y, with the provisions contained in her Education, Health and Care Plan. Miss X also complained the Council did not review Y’s Plan and that it poorly communicated with her. The Council was at fault which caused injustice to Y and Miss X. The Council will take action to remedy the injustice caused.