Archive has 173 results
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Royal Borough of Kensington & Chelsea (18 017 631)
Statement Upheld Other 10-Jul-2019
Summary: Ms X complains the Council has failed to make reasonable adjustments in its communications with her and provided a poor level of service, causing distress. The Ombudsman finds the Council failed to make reasonable adjustments in its communications with Ms X. The Ombudsman recommends the Council provides an apology, makes a payment and takes action.
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Brighton & Hove City Council (18 003 869)
Statement Closed after initial enquiries Other 02-Jul-2019
Summary: The Ombudsman will not investigate Ms A’s late complaint about the care she received in 2017. This is because the matters complained of were responded to by the care provider in 2017 and the Ombudsman could not add to this. I have decided not to investigate the complaint because the events happened too long ago.
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Sunderland City Council (17 017 396)
Statement Not upheld Other 02-Jul-2019
Summary: Mr and Mrs B complain about the care and support provided to Mrs B’s adult daughter at the supported living flat where she lives. Because of current court action which could consider the same matters that are the subject of this complaint the investigation has been discontinued.
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Kent County Council (18 014 623)
Statement Upheld Other 01-Jul-2019
Summary: Mr D complains that the Council refused his application for crisis funding because he did not submit the evidence it requested within 24 hours. The Ombudsman finds the Council was at fault because, although it extended the deadline for submitting the evidence, it failed to inform Mr D it had done so. However, this fault did not cause Mr D a significant injustice because the Council later reviewed all the evidence he provided and made a fresh decision. The Ombudsman cannot interfere with that decision because it was properly made.
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Statement Closed after initial enquiries Other 28-Jun-2019
Summary: The Ombudsman cannot investigate Mr X’s complaint because he does not have consent from the person most directly affected to complain. If he did, we should still not investigate because Mr X can approach the Office of the Public Guardian and the Court of Protection if he has concerns about his cousin’s care and welfare.
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Devon County Council (19 002 814)
Statement Closed after initial enquiries Other 27-Jun-2019
Summary: The Ombudsman will not investigate Mrs A’s complaint about the Council’s refusal to investigate her concerns under its statutory processes. This is because where he is not investigating the substantive matters, he will not usually consider how a Council has considered the complaint. That is the case here.
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Surrey County Council (18 002 508)
Statement Not upheld Other 26-Jun-2019
Summary: Mr B is autistic and has support needs. He complains about how the Council moved him from supported living accommodation to his own flat and says this does not meet his needs. He says he is isolated, and his support has been cut which is making his depression worse. There was no fault by the Council. The landlord asked Mr B to move. The Council has ensured his needs are met.
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Statement Upheld Other 26-Jun-2019
Summary: Ms B runs a care home and says the Council has not fulfilled its duties towards one of the residents, Ms C which meant the care home was not paid. The Ombudsman has found fault in the Council’s delay and failure to carry out the necessary assessments of Ms C. The Council has agreed to apologise to Ms B, carry out a financial assessment of Ms C and, depending on the outcome of the assessment, pay the care home any fees it owes.
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Norfolk County Council (18 014 522)
Statement Upheld Other 26-Jun-2019
Summary: Mr X complains about the Council’s response to an email he sent in August 2018. He does not think it should have dealt with it as a complaint and says the refusal to answer some questions is unreasonable. The Ombudsman finds there was fault by the Council in how it handled an email from Mr X listing questions he wanted answering. Although treating it as a complaint was acceptable, it took too long to respond and misapplied its own rule about complaints on matters over 12 months old. This was fault and it caused Mr X an injustice in the form of frustration. The Council has agreed to remedy this by apologising and revisiting its complaint response.
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Lancashire County Council (19 000 946)
Statement Closed after initial enquiries Other 25-Jun-2019
Summary: The Ombudsman cannot investigate Mrs X’s complaint that the Council failed to protect her sister’s belongings because it lies outside our jurisdiction. Complaints about the actions of deputies are considered by the Office of the Public Guardian.