Direct payments archive 2019-2020


Archive has 63 results

  • East Sussex County Council (19 003 445)

    Statement Closed after initial enquiries Direct payments 06-Aug-2019

    Summary: The Ombudsman will not investigate Mr A’s complaint the Council has breached his confidentiality. This is because this is a matter best considered by the Information Commissioner.

  • Lancashire County Council (18 012 204)

    Statement Upheld Direct payments 05-Aug-2019

    Summary: Miss B complained about how the Council carried out her social care assessment, the information it gave her, its recovery of direct payments and its refusal to accept her mother as her personal assistant. There is fault in how the Council approached the assessment, how it shared information and set up the direct payments and in how it considered Miss B’s request for her mother to be her personal assistant. Miss B did not miss out on any provision. That is because her mother continued to provide the support. However, it led to Miss B’s mother having to go to time and trouble to pursue the complaint and caused her distress. An apology, payment to Miss B’s mother and arrangements for a new panel to consider her request for her mother to be her personal assistant is satisfactory remedy for the injustice caused.

  • London Borough of Bromley (18 012 632)

    Statement Upheld Direct payments 05-Aug-2019

    Summary: Mrs Y complains the Council has not paid the correct direct payments in respect of her disabled son, Mr X. The direct payments stopped due to an administrative error in August 2016. Mrs Y has not managed the direct payment account properly and the Council has not properly audited the account. In order to ascertain whether any money is owed by the Council it should now properly audit the direct payments from when they were first paid.

  • London Borough of Lambeth (19 002 926)

    Statement Closed after initial enquiries Direct payments 10-Jul-2019

    Summary: The Ombudsman will not investigate Mr B’s complaint about the Council’s decision to suspend direct payments to a payroll company for his care service. This is because, although the Council was at fault by making payments into the wrong account during 2018, it is unlikely we would find fault in the Council’s subsequent action.

  • London Borough of Lambeth (18 002 708)

    Statement Upheld Direct payments 05-Jul-2019

    Summary: We uphold Ms A’s complaint about a council stopping her direct payment because there was a failure to consider whether she could continue to manage with additional support. There was also fault in the failure to address a long-term under spend, a failure to give clear directions about how Ms A could spend a surplus of her direct payment and a failure to tell the payroll company the agreed funding. This caused Ms A avoidable distress. To remedy the injustice, the Council will apologise, pay Ms A £250 and pay her carers’ invoiced wages for December 2017 plus redundancy payments. We do not uphold complaints about funding in 2016, about inadequate agency care or about complaint handling.

  • Leeds City Council (18 014 760)

    Statement Upheld Direct payments 21-Jun-2019

    Summary: Ms B says the Council failed to give information about a financial client contribution for adult social care; she didn’t pay and there is an outstanding debt. I find the debt is rightly due. There was a delay in the Council auditing Ms B’s social care account. The Council wrongly sent an invoice to her father and disclosed her personal data to him. There have been many errors in communication. This has caused shock, frustration, stress and time trying to sort matters. The Council has taken some steps to remedy matters, it has now agreed to also deduct £250 from the outstanding invoice.

  • Trafford Council (19 001 002)

    Statement Closed after initial enquiries Direct payments 14-Jun-2019

    Summary: Mr B complains about the increased contribution the Council requires him to make towards his care costs. The Ombudsman will not investigate the complaint because there is no evidence of fault by the Council which is following central government guidance.

  • West Sussex County Council (18 012 549)

    Statement Upheld Direct payments 10-Jun-2019

    Summary: Mrs D complains the Council should not recover direct payments which she says she used to pay for her mother’s care. The Ombudsman’s decision is that there is evidence of fault by the Council because it failed to clearly explain the reasons for the outstanding debt. The Council has agreed a suitable remedy.

  • Derby City Council (18 017 949)

    Statement Closed after initial enquiries Direct payments 07-Jun-2019

    Summary: The Ombudsman will not investigate Ms X’s complaint that the Council has refused to backdate a reduction in Mrs Y’s contribution to her care costs for the period late 2015 to 2016. The complaint is outside the Ombudsman’s jurisdiction because it is being made late.

  • Birmingham City Council (18 013 998)

    Statement Not upheld Direct payments 21-May-2019

    Summary: Mr X complains the Council has failed to take account of his brother’s exceptional circumstances in deciding that direct payments cannot be used to employ family members to provide his care. There is no evidence of fault in the way the Council considered Mr X’s request for direct payments to allow family members to care for Mr Y.

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