COUNCIL failures left a Worcestershire parent having to pay for her daughter’s special educational needs (SEN) support out of her own pocket, an Ombudsman investigation has found.
Worcestershire County Council repeatedly failed to make direct payments on time during the 2024/25 academic year, causing the woman distress, inconvenience and financial pressure.
The Local Government and Social Care Ombudsman found the authority was at fault after payments were late on three occasions, even when judged against the council’s own six-week payment timescale.
The woman, referred to as Ms X, receives funding from the council towards an education other than at school (EOTAS) package for her daughter, known as Y, who has an education, health and care plan.
Ms X invoices the council for the cost of her daughter’s education and SEND support.
Problems began after an invoice was submitted in November 2024 but was not paid promptly.
The Ombudsman said Ms X repeatedly contacted the council, including emailing the director of children’s social care, without receiving a response.
After she made a formal complaint, the council admitted in January 2025 that it had failed to pay the invoice in good time and had failed to respond to her emails. Further delays followed.
By August, Ms X told the council she had paid for support herself and needed to be reimbursed “as soon as possible”.
The Ombudsman found the delays put her under financial pressure because she had to pay invoices herself “to prevent Y losing support”.
Worcestershire County Council upheld complaints about the delays, apologised and offered Ms X payments totalling £750 in recognition of the impact on her.
It also changed the arrangement so that from September she would receive termly direct payments in advance.
The council told the Ombudsman it had also recruited a dedicated direct payments officer which it believed would “ensure expedience and accuracy for all that are in receipt of direct payments”.
Worcestershire moves closer to £162.7m SEND bailout after government approval
£33.4m deficit sparks ‘significant concern’ at Worcestershire hospitals
County council faces £8m overspend as social care costs rise
The Ombudsman said: “Time will tell whether this change to the council’s staffing structure is effective.”
But it said the council had properly considered how to improve the service and that the £750 already offered was an appropriate remedy.
The Ombudsman therefore made no further recommendations, concluding: “The council was at fault. It has already remedied Ms X’s personal injustice, and therefore no further action is needed.”
The decision will also be shared with Ofsted under the Ombudsman’s information-sharing arrangements.
