Ealing Council faulted over mother and baby complaint process
Local Government and Social Care Ombudsman ruled the council wrongly denied a mother the right to escalate her concerns.
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Both sources cite the Local Government and Social Care Ombudsman ruling and quote the mother's complaints.
Higher is stronger
Both articles clearly separate fact from comment and detail specific figures, dates, and names.
Higher is stronger
Headlines use strong but not entirely unsupported language like 'lack of hot water and heating'.
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Ealing Council has been found at fault by the Local Government and Social Care Ombudsman for denying a mother, referred to as Miss X, the right to escalate her complaint about a foster placement for herself and her baby. The ruling stated that the council failed to allow a Stage 3 panel review, which is a statutory right for complainants.
Complaints about foster placement
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Miss X complained to Ealing Council about issues within the mother-and-baby foster placement. These included allegations of a lack of hot water and heating. She also raised concerns about religious discrimination and racial profiling, which she claimed prevented her from travelling and that the council had not properly investigated these matters.
Following an initial investigation, the council partially upheld her complaint. Miss X then requested a Stage 2 investigation, after which the council upheld all four of her complaints and issued a written apology. The council also agreed to five recommendations and committed to providing additional staff training.
Refusal to escalate complaint
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During the complaints process, Miss X sought financial compensation for the distress, inconvenience, and disruption caused. Ealing Council agreed to pay 10 per cent of the amount she requested. Although the council later offered to increase this compensation, Miss X wished for a Stage 3 panel to review the offer. The council refused this request.
The Local Government and Social Care Ombudsman ruled that Ealing Council’s refusal to allow a Stage 3 panel review was a fault. The ombudsman stated that once a complaint is accepted under the statutory procedure, a complainant has the right to proceed through all three stages. The watchdog has directed Ealing Council to hold a Stage 3 Panel without delay and to make an additional symbolic payment to Miss X.
The ombudsman also requested that the local authority provide further guidance and training to relevant staff. Ealing Council has agreed to comply with all recommendations made by the ombudsman.
Questions this report answers
+What was Ealing Council faulted for?
Ealing Council was faulted by the Local Government and Social Care Ombudsman for denying a mother, referred to as Miss X, the right to escalate her complaint to a Stage 3 panel. This complaint related to issues within a foster placement for her and her baby, including a lack of heating and hot water, and allegations of discrimination.
+What did the mother complain about?
The mother complained about a lack of hot water and heating in her foster placement. She also raised concerns about alleged religious discrimination and racial profiling, stating that the council had not properly investigated these issues.
+What has Ealing Council agreed to do?
Ealing Council has agreed to hold a Stage 3 complaints panel review without delay. They will also make an additional symbolic payment to the mother and provide guidance and training to relevant staff, in line with the ombudsman's recommendations.
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