Ms B complained that Swansea Council had failed to respond fully to a complaint that she had made about the conduct of the Council when she requested it determine whether her son had Additional Learning Needs (‘ALN’), in May 2024. She also complained that the Council had failed to officially minute an internal meeting relating to her son’s educational needs.
The Ombudsman decided that whilst Stage 2 complaint responses had been sent in respect of both complaints, Ms B had not received a full response to the complaint about the conduct of staff in determining the ALN, or a sufficient apology in respect of the meeting minutes. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement that within 1 month it would send a further complaint response addressing her concerns, which should also apologise for not minuting the meeting and outline learning to ensure future meetings were minuted.