LGO Individual Decisions

Summary: The Council was at fault for significant delay in assessing Miss X’s child’s Education, Health and Care Plan. The delay caused Miss X frustration and uncertainty and meant her child missed out on the special education provision. The Council also failed to properly consider if Miss X’s child needed free school transport. To remedy their injustice, the Council will apologise to Miss X, make symbolic payments and reimburse her fuel costs. It will also issue a staff reminder on free school transport.

Summary: The Council’s commissioned care provider failed to provide a good standard of care for the late Mrs X, failed to keep proper records in accordance with the regulations and did not provide her nutrition in accordance with the hospital discharge instructions. The Council agrees to recognise the considerable distress caused to Ms B and her family by the care provider’s failings.

Summary: We will not investigate this complaint that the actions of a social worker towards the complainant were unprofessional and amounted to bullying. Investigation would not lead to a different outcome.

Summary: We will not investigate this complaint about actions the Council took after receiving a referral about Miss X’s family. There is not enough evidence of fault to warrant our involvement.

Summary: We will not investigate Mr X’s complaint about the Council’s actions relating to a school admissions application for his son. There is not enough evidence of fault by the Council in the handling of the original application and Mr X has appealed. The Council has explained why it does not think its Fair Access Protocol or alternative education duty apply to Mr X’s situation. We would be unlikely to find fault if we investigated these points. We cannot consider the actions of schools and some of Mr X’s complaint had not completed the Council’s complaints process when he complained to the

Summary: We cannot investigate Miss X’s complaint about the social worker’s actions in proceedings which led to her child being placed for adoption, because it lies outside our jurisdiction. The law prevents us from investigating complaints about matters that are, or have been, subject to court proceedings. We have no discretion to do so.

Summary: We found fault by the Council on Mrs Y’s complaint about it failing to make alternative provision sooner for her son who struggled at school despite having an Education, Health and Care plan. It failed to consider, decide, or respond to her request for alternative provision. It also failed to consider and decide whether he received the provision set out in his plan. It delayed logging the annual review and missed statutory timescales. It did not provide an update it said it would. The Council agreed to send a written apology and pay £3,600 for the impact of lost provision. It will rev

Summary: The Council was not at fault in charging for a “Peace of Mind” service that Mrs X and Mrs Y chose (on their parents’ behalf) not to use.

Summary: The Council took almost ten months to issue Education, Health and Care Plans for Ms X’s children in a key transition year in their education. The Council also failed to take sufficient action to ensure the children received the additional support in their Plans. As a result, the children missed out on provision to support their emotions and to assist them in reading and writing. Ms X has also been caused avoidable distress and frustration. To recognise the injustice caused to Ms X and both children, the Council has agreed to pay Ms X £1,400. The Council is already taking action to imp

Summary: We cannot investigate Miss X’s complaints about the preparation and content of a section 7 report because the matter is before a court and the law says we cannot investigate. We will not investigate Miss X’s complaint about the Council’s complaints process because the primary matter is outside our jurisdiction.

Summary: We will not investigate this complaint about in home care quality and charges. The Council have offered a suitable remedy.

Summary: We will not investigate Mr B’s complaint about his property being damaged by a Council-owned tree. This is because it is reasonable for Mr B to pursue this matter at court.

Summary: We will not investigate this complaint about the Council’s decision to refuse Mrs X’s application for free home-to-school transport for her child. This is because there is not enough evidence of fault by the Council.

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 have upheld this complaint about the Council’s failure to complete an Education Health and Care Needs Assessment for the complainant’s child within the statutory timescale. The Council has agreed to provide a proportionate remedy and this removes the need for us to investigate.

Summary: We will not investigate Mrs X’s complaint the Council delayed moving her daughter, Miss Y, from her children’s residential placement to an adult one. Any outstanding injustice is not significant enough to warrant an investigation and our involvement would be unlikely to achieve anything meaningful.

Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse him a Blue Badge. There is insufficient evidence of fault to warrant an investigation.

Summary: Ms X complains about the Council’s delay in carrying out an annual review of her child’s Education Health and Care Plan and providing suitable alternative provision causing distress and uncertainty. We found service failure by the Council due to the delay in carrying out the annual review. We also found fault by the Council as it accepted the alternative provision did not meet the child’s needs. We have recommended a suitable remedy in this case and have completed our investigation.

Summary: We have upheld this complaint about the Council’s failure to complete an Education Health and Care Needs Assessment for the complainant’s child within the statutory timescale. The Council has agreed to provide a proportionate remedy and this removes the need for us to investigate.

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 cannot investigate Mr X’s complaint about a community car scheme because it lies outside our jurisdiction. This is because the matter complained about is not an administrative function of the Council.

Summary: We will not investigate Mr X’s complaint about the Council’s decision that his relative, Ms Y, deprived herself of assets in order to reduce care charges. There is insufficient evidence of fault in the Council’s decision-making to warrant an investigation.

Summary: The Council was at fault as it delayed reassessing Mrs X’s child Y’s special educational needs following an annual review in 2024 and failed to ensure Y received suitable education provision. It has agreed to apologise and make a payment to Mrs X to acknowledge the distress and frustration and lack of suitable provision for Y caused by these faults. It has also agreed to provide us with an update of its action plan to address delays in its special education needs service.

Summary: There was a long delay in the Council issuing an invoice for care provided at home to Mrs C and this was fault. The agency that provided the care also often did not provide Mrs C with a wash, the care visits were short and the care plan should have been reviewed sooner. The Council has agreed to apologise, provide a financial remedy, carry out a review financial assessment and carry out service improvements.

Summary: Mrs X complained about the Council’s delay and failure to provide full time education for her son. There was fault, as the Council delayed sending final Education, Health and Care Plans after annual review meetings. And, it did not provide full time alternative provision or Occupational Therapy until the Education, Health and Care Plan was completed. An apology, payment and finalising the Education, Health and Care Plan remedies the injustice to the family.