Leeds City Council (19 013 274)

Statement Not upheld Transport 25-Mar-2020

Summary: There is no evidence of fault in the way the Council reached a decision not to award Miss X a blue badge.

Bristol City Council (19 019 142)

Statement Closed after initial enquiries Other 25-Mar-2020

Summary: The complaint is about the Council not replying to a letter. The Ombudsman will not investigate this complaint because the Council has now agreed to reply.

Luton Borough Council (19 018 791)

Statement Closed after initial enquiries Charging 25-Mar-2020

Summary: The Ombudsman will not investigate this complaint that the Council did not tell the complainant that he would have to make a contribution towards his care costs. This is because there is insufficient evidence of fault by the Council.

Southend-on-Sea City Council (18 012 591)

Statement Upheld Residential care 24-Mar-2020

Summary: Mrs X and Mrs Z complain about the care provided to Mrs Y and that the Care Provider gave notice in response to their complaints. This meant Mrs Y had to move from her home and caused Mrs X and Mrs Y significant stress and anxiety. They also complain that the Council failed to deal adequately with the issues. The Ombudsman finds the Council at fault in all these issues. It has agreed to apologise, reimburse some fees and pay £200 to Mrs X and Mrs Z. It will also take action to avoid similar problems in future.

Lincolnshire County Council (18 012 682)

Statement Upheld Assessment and care plan 24-Mar-2020

Summary: A woman complained about failures in her section 117 aftercare by the council, an NHS Partnership Trust, and a Clinical Commissioning Group. The Ombudsmen find failures in the way requests for direct payments were considered. Social care assessments were not completed as they should have been. Community mental health services did not properly respond to referrals by other professionals. This caused injustice, but it did not cause the woman to be without support for over a year. The organisations have agreed to take action to remedy the injustice.

Surrey County Council (18 019 116)

Statement Upheld Charging 24-Mar-2020

Summary: Ms Y complains the Council was at fault in its handling of her father’s care needs. We have found some evidence of fault by the Council. The Council has agreed to reconsider if Home CL met her father’s assessed needs and take the appropriate action if it decides it did not.

Hestoncourt Limited (19 001 354)

Statement Upheld Residential care 24-Mar-2020

Summary: Mrs X complains about the care provided to Mrs Y and the way the Care Provider dealt with her complaint about that. The Ombudsman finds the Care Provider caused injustice in the way it dealt with Mrs X’s complaints as it falsified records and was not open about the events. He also finds the Care Provider did not adequately care for Mrs Y. He recommends the Care Provider apologise and provide training to all staff about the importance of accurate records.

East Sussex County Council (19 010 541)

Statement Not upheld Assessment and care plan 24-Mar-2020

Summary: Mrs X complains the Council failed to properly consider her request for items of expenditure for her daughter Ms Y to be considered as Disability Related Expenditure. The Ombudsman has found no evidence of fault in the way the Council considered these matters.

London Borough of Hounslow (19 013 583)

Statement Not upheld Transport 24-Mar-2020

Summary: Ms X complained about the Council’s decision not to issue her a blue badge. The Ombudsman finds the Council was not at fault.

Sentimental Care Limited (19 014 142)

Statement Not upheld Residential care 24-Mar-2020

Summary: Mrs X and Mrs Z complain that the Care Provider gave 12 days’ notice and would not refund fees paid in advance. It also would not deal with their complaint about this. The Ombudsman has discontinued his investigation as the Care Provider has ceased trading and we cannot achieve the outcome Mrs X and Mrs Z want.