Archive has 184 results
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City of York Council (18 019 661)
Statement Upheld Other 23-Sep-2019
Summary: There were delays in the Council assessing Mrs X’s needs and the layout of her shower room. The Council should write to Mrs X to apologise.
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Rochdale Metropolitan Borough Council (19 005 724)
Statement Closed after initial enquiries Other 20-Sep-2019
Summary: Mrs B, acting on behalf of the family of the late Mrs X, complains the Council failed to provide financial information following Mrs X’s death so that the family was unaware that a benefit overpayment had to be repaid from the estate. The Ombudsman will not investigate the complaint as it falls outside our jurisdiction because the family was aware of the overpayment in 2017 and it is too late for an investigation now.
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Windsor Clinical and Home Care Services Group Ltd (19 007 370)
Statement Closed after initial enquiries Other 19-Sep-2019
Summary: The Ombudsman will not investigate Mr X’s complaint about the care provider’s response to his concerns. This is because Mr X is not a service user and so the complaint is outside our jurisdiction.
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PCP (Clapham) Limited (19 006 473)
Statement Closed after initial enquiries Other 17-Sep-2019
Summary: The Ombudsman will not investigate Mr A’s complaint about the condition of his room in a private therapeutic environment. This is because the injustice Mr A alleges is not as a result of the condition of the room. The Ombudsman cannot investigate matters in connection with privately arranged treatment providers. Disputes about whether the terms and conditions of the contract were breached are matters for a court to determine.
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T&K Stevenson Limited (19 006 336)
Statement Closed after initial enquiries Other 17-Sep-2019
Summary: The Ombudsman will not investigate Mr B’s complaint about the actions of his mother’s, Mrs C’s, care provider. This is because they have not caused Mr B or Mrs C a significant enough injustice to warrant an investigation by the Ombudsman.
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Statement Not upheld Other 17-Sep-2019
Summary: Mr X complained on behalf of his parents, Mr and Mrs Y, who are customers of an introductory care agency which matches them with suitable carers for a fee. They complained the arrangement, which involves paying an ongoing fee, no longer gives them value for money as they have employed their current carer on a long-term basis. The Agency was at fault because it agreed the contract with Mr and Mrs Y’s daughter, but not them, despite them being able to consent to the arrangement and paying for it. This did not cause a significant personal injustice. The Agency has provided evidence to show it has since amended its practices and provided staff training around gaining consent from its service users to meet its legal duties.
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Portsmouth City Council (18 010 942)
Statement Upheld Other 17-Sep-2019
Summary: Choice Support Ltd, a care support agency commissioned by the Council, wrongly changed Y’s assessed support from 1:1 to 2:1. The agency further failed to act on requests by Y’s mother, Mrs X, for a change in the activity it was providing for Y. It also continued to charge Y travel costs as if he was still receiving 1:1 support. Thus, Y suffered some injustice through fault by the agency. The Council will refund part of Y’s financial contribution to both his care support and travel costs.
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London Borough of Croydon (18 009 643)
Statement Upheld Other 13-Sep-2019
Summary: The Ombudsmen found fault by the Council and Trust with regards to the handling of an elderly woman’s discharge from hospital in October 2016. The Ombudsmen also found fault with these organisations’ handling of a complaint from the woman’s family. The Council and Trust have agreed to apologise for the distress caused and pay a financial remedy in recognition of this.
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Westminster City Council (19 005 779)
Statement Closed after initial enquiries Other 10-Sep-2019
Summary: The Ombudsman will not investigate Ms A’s late complaint about the Council’s lack of communication with her about her brother-in law’s, Mr B’s care. This is because Ms A could have come to the Ombudsman sooner if she was concerned about the Council’s communication with her. Mr B died in 2017 so the Ombudsman cannot remedy any injustice to Mr B even if he investigated and found the fault Ms A alleges.
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Statement Not upheld Other 09-Sep-2019
Summary: Mr C complains about the way the Council dealt with a safeguarding concern raised about the care home for which he is the managing director. I have completed my investigation on the basis that there was no fault in the way the Council dealt with the matter.