Ealing Council faulted over foster placement complaints

Ealing Council has been instructed to hold a Stage 3 panel hearing after the Local Government and Social Care Ombudsman found the authority wrongly denied a mother and baby the right to escalate complaints about their foster placement. The placement was found to have lacked adequate hot water and heating.

Complaints upheld

An interim care order was granted for the child after its birth, meaning parental responsibility was shared between the mother, referred to as Miss X, and Ealing Council while court welfare concerns were investigated. Miss X and her child were placed in a specialist unit before moving to a mother-and-baby foster placement. During this time, Miss X raised concerns with the council regarding the foster placement, alleging a lack of hot water and heating. She also complained of religious discrimination preventing travel due to racial profiling and stated the council failed to investigate her concerns adequately.

Ealing Council conducted an investigation into Miss X's complaints. The council ultimately upheld all four of her complaints and issued a written apology. The authority also agreed to five recommendations, including providing additional staff training. Miss X had requested financial compensation for emotional distress, inconvenience, hardship, and disruption to travel plans. The council agreed to pay 10 per cent of her requested sum. Although the council later offered to increase this compensation, Miss X sought a Stage 3 complaints panel review.

Ombudsman ruling

Ealing Council refused Miss X's request for a Stage 3 panel. The Local Government and Social Care Ombudsman ruled this refusal was a fault by the council. 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 now asked Ealing Council to hold a Stage 3 Panel and complete the statutory process without delay. The ombudsman also called on the council to make an additional symbolic payment to Miss X to recognise the stress and uncertainty caused by the denial of her escalation request. Ealing Council has agreed to all recommendations, including providing guidance and training to relevant staff.