Charging archive 2019-2020


Archive has 261 results

  • Birmingham City Council (19 004 245)

    Statement Upheld Charging 02-Jan-2020

    Summary: Mr X complained the Council has charged his mother for a temporary stay in a care home, even though it initially said the placement would be free of charge. The Ombudsman decided to uphold the complaint. The Council has agreed to provide an apology and pay for Mrs M’s stay at the first care home. It has also agreed to review if there have been similar cases in the last 12 months that may require a similar remedy.

  • Staffordshire County Council (19 008 004)

    Statement Not upheld Charging 02-Jan-2020

    Summary: Mr Y complained for Mrs X about the Council’s refusal to retrospectively reassess the contributions she made to the cost of her care. The Council was not at fault for charging Mrs X the full cost of her care or for refusing to carry out another assessment after Mrs X died.

  • Leicestershire County Council (19 001 489)

    Statement Upheld Charging 20-Dec-2019

    Summary: Mrs B complains about the quality of care her mother, Mrs C, received at a residential care home placement arranged by the Council (The Elms Care Centre, Ibstock). We uphold the complaint finding various examples of poor practice by the Care Provider. We also find the Council did not adequately monitor the placement or respond properly to all Mrs B’s concerns. These faults caused distress to Mrs C and Mrs B, as well as resulting in frustration and time and trouble to Mrs B. The Council accepts these findings and at the end of this statement we explain action it has agreed to take to remedy this injustice.

  • Royal Borough of Kingston upon Thames (19 004 207)

    Statement Upheld Charging 18-Dec-2019

    Summary: Mr D complains the Council wrongly accused him of depriving his mother of her assets to avoid care costs and about the way it investigated this. The Ombudsman has found fault by the Council. It has agreed apologise and make a payment to Mr D to acknowledge the distress and time and trouble caused.

  • West Berkshire Council (19 010 658)

    Statement Closed after initial enquiries Charging 18-Dec-2019

    Summary: The Ombudsman will not investigate this complaint about charges for adult social care. This is because there is insufficient evidence of fault by the Council.

  • London Borough of Wandsworth (18 018 419)

    Statement Upheld Charging 18-Dec-2019

    Summary: Mrs M complained the Council wrongly charged for her late mother’s care and delayed sending her invoices leading to a large and unexpected bill. The Council was at fault. It charged for care it did not provide and did not make Mrs Y aware of before entering extra care sheltered accommodation. It also delayed in providing invoices to the executor following Mrs Y’s death. To remedy this, the Council has agreed to waive some costs, issue an amended up to date statement for the remaining outstanding costs for Mrs Y’s care and review the information it provides about charges to prospective tenants for extra care sheltered accommodation.

  • Jorada Limited (19 003 612)

    Statement Upheld Charging 18-Dec-2019

    Summary: The Care Provider is not at fault for charging for a notice period. It has however failed to operate its complaints procedure properly and invoice correctly. The Care Provider has agreed to apologise to the complainant and remind employees about the complaints process.

  • Essex County Council (18 018 016)

    Statement Upheld Charging 17-Dec-2019

    Summary: Ms X complained on behalf of her mother about the way the Council handled her mother’s social care package when she was discharged home from hospital. The Ombudsman finds the Council was at fault in the way it handled the financial elements of the care. The Council has agreed a payment of £250 to acknowledge distress caused to Ms X’s mother and a payment of £100 to Ms X for her time and trouble sorting out the finances for her mother. The Council has also agreed to review its procedures to prevent invoicing delays in future.

  • Kent County Council (19 004 239)

    Statement Upheld Charging 16-Dec-2019

    Summary: Mr X complained about the way the Council dealt with care costs for his mother-in-law. The Council was at fault for a delay in applying a credit to the account, failing to respond to a key letter, inconsistent information about invoices and failing to send invoices to Mr X. It should apologise and pay Mr X for the uncertainty and time and trouble caused.

  • Suffolk County Council (19 005 713)

    Statement Not upheld Charging 13-Dec-2019

    Summary: Mr X complained about the way the Council considered income from an investment bond when calculating his wife’s contribution to the cost of her care. The Council was not at fault.

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