Surrey County Council (19 011 061)

Statement Closed after initial enquiries Assessment and care plan 29-Nov-2019

Summary: The Ombudsman will not investigate Mr A’s complaint about the Council’s actions regarding his daughter, Ms B’s, social care needs. This is because the Council has apologised for the lack of communication and explained the actions it will take to ensure a smooth transition for Ms B. It is unlikely any further investigation by the Ombudsman could add to this or make a different finding.

Devon County Council (19 003 266)

Statement Upheld Assessment and care plan 28-Nov-2019

Summary: The Council is at fault as it cannot evidence it offered a care home place to Mrs Y at the rate it usually expected to pay in 2009. The Council has acknowledged it should have charged a lower top up fee to Mrs Y and has offered to refund £3350 to Mrs Y’s estate. This is an appropriate and proportionate way to remedy Mrs Y’s injustice.

Sheffield City Council (17 019 772)

Statement Upheld Assessment and care plan 28-Nov-2019

Summary: The Ombudsmen find fault with the Council and CCG for delays in reviewing and increasing support for the complainant, Mr C. This caused Mr C worry and uncertainty for a prolonged period. He is likely to have missed out on some care and support during this time. There was also an impact on Mr C’s mother. The Council and CCG have agreed to take action to provide a remedy to Mr C and Mrs C.

Staffordshire County Council (19 003 058)

Statement Upheld Assessment and care plan 27-Nov-2019

Summary: Mr X complained about the home care provided by a Council commissioned care provider, Tamworth Home Care. He said it changed the staff rota without telling him and sent care staff he had not previously met. He also said that care staff did not always stay the full duration of the planned visit. There was fault in how the provider delivered its service which caused Mr X frustration and anxiety. The Council should apologise to Mr X and confirm the provider has systems in place to tell people about changes to their care rota.

London Borough of Croydon (18 019 353)

Statement Not upheld Assessment and care plan 27-Nov-2019

Summary: Ms X complains that the Council did not implement her care plan. The Ombudsman finds no fault in the Council’s actions.

London Borough of Hillingdon (19 008 620)

Statement Closed after initial enquiries Assessment and care plan 27-Nov-2019

Summary: The Ombudsman will not investigate this complaint about the Council’s financial assessment. This is because the complaint is late and there is no good reason to exercise discretion to investigate it.

London Borough of Brent (17 019 525)

Statement Not upheld Assessment and care plan 27-Nov-2019

Summary: Miss B complains the Council has not put in place a support package for her mother and brother, or support for her as their carer. Miss B says the family are living in an overcrowded home, without adequate support and this is detrimentally affecting their health. The Ombudsman does not find fault with how the Council have managed the family’s social care and housing needs.

London Borough of Bromley (19 001 438)

Statement Upheld Assessment and care plan 26-Nov-2019

Summary: There was fault by the Council. It cannot evidence that it made sure it could meet Mr B’s care needs within his personal budget. The Council should apologise to him and his family and takeover the payment of the third party top up fees to the care provider until such time as it can show that Mr B’s needs can be met within the budget. There was no fault by the Council in how it advised Mr B’s family about funding or how it assessed Mr B’s contribution to his care charges.

Lincolnshire County Council (19 003 000)

Statement Not upheld Assessment and care plan 26-Nov-2019

Summary: The Council was not at fault in suspending Direct Payments when it discovered previous payments had not been used to fund the needs identified in Mr X’s care and support plan.

London Borough of Lambeth (17 005 393)

Statement Upheld Assessment and care plan 25-Nov-2019

Summary: Mrs B complains the Council delayed in assessing her needs and completed an inadequate assessment which did not properly reflect her needs. She says the Council recorded incorrect health information about her and the CCG delayed in completing a healthcare funding assessment. She says the faults caused her distress and left her out of pocket. The Ombudsmen found the Council failed to assess Mrs B promptly and this caused her uncertainty and distress. The CCG delayed its assessment and failed to calculate redress in line with government guidance and this left Mrs B out of pocket. The Council and the CCG acted to improve their processes and procedures. They have also agreed to the Ombudsmen’s recommendations and will apologise to Mrs B and pay a financial remedy.