Summary

A daughter complained the Council did not do enough to chase unpaid invoices for her father's care, which meant  a large debt was accrued. She also complains the Council did not do enough to safeguard her father when she raised concerns about his care.

The complaint

Mrs B complains on behalf of her father, Mr C, that the Council sent invoices for Mr C’s care to the wrong address for a year causing a large debt to accumulate. The Council took no action during the year to prevent the debt increasing. Mrs B also complains that, despite Mr C being put on an emergency care protection plan in February 2016 following concerns about the standard of care at the residential home, he continued to suffer neglect until the placement ended in July 2016.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

To remedy the injustice caused the Council has agreed to:

• review its collection procedures and ensure action is taken at an earlier stage to prevent such large arrears accumulating. The Council has already made changes to its procedures.

We also recommend the Council within three months:

• pay Mrs B £250; and
• pay Mr C £350.

 

 

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