London Borough of Enfield (19 016 402)

Statement Closed after initial enquiries Safeguarding 24-Mar-2020

Summary: The Ombudsman cannot investigate Ms X’s complaint about the care her brother received because it concerns matters that are solely the responsibility of the NHS.

London Borough of Merton (19 016 700)

Statement Closed after initial enquiries Charging 24-Mar-2020

Summary: The Ombudsman will not investigate this complaint about charges for Mr X’s attendance at a day centre. This is because the Council is no longer asking for any payment.

Bluebird Care (Peterborough & Rutland) (19 018 415)

Statement Closed after initial enquiries Charging 24-Mar-2020

Summary: The Ombudsman will not investigate Mr X’s complaint that his father was charged for care he did not receive. This is because it is unlikely an investigation would find fault with the care provider.

West Sussex County Council (19 018 536)

Statement Closed after initial enquiries Other 24-Mar-2020

Summary: Miss X complained the Council did not consider her complaint about an advocacy service properly. The Ombudsman will not investigate this complaint further as there is insufficient evidence of fault.

Leicester City Council (19 019 032)

Statement Closed after initial enquiries Safeguarding 24-Mar-2020

Summary: The Ombudsman will not investigate this complaint about the actions of the Council’s Adult Social Care and Environmental Health teams. This is because the complaint is late, and it is unlikely we would find fault.

London Borough of Newham (19 006 386)

Statement Upheld Residential care 24-Mar-2020

Summary: Mrs B complains about the care provided by Romford Care Centre (RCC) to her father, Mr D. There was fault by the Council and the care provider. The Council will apologise and make a payment to Mrs B.

Durham County Council (19 008 136)

Statement Upheld Other 24-Mar-2020

Summary: Mr X complained about the Council’s actions as deputy for property and finances for his late father, Mr Y. He says it failed to ensure a new lease was in place for his father’s business before a change in tenant, or inspect it before the new tenant moved in. We found the Council acted appropriately to make decisions as Mr Y’s deputy regarding the tenancy transfer. However, it failed to act promptly to deal with reported damage to the property, or to visit it when the tenant left to check on its condition. It has agreed to apologise and pay Mr X £500 to remedy injustice caused by this fault.

London Borough of Islington (19 004 087)

Statement Upheld Assessment and care plan 23-Mar-2020

Summary: Ms X complained the Council delayed in assessing her care and support needs and then delayed in providing the care to meet those needs. She said this caused her child harm and her distress. She also said Council departments failed to work together effectively. The Council was at fault, as there was a three-month delay in assessing her needs and it did not appropriately consider the need for an emergency care package. This did not cause her child harm but did cause her frustration and distress. Council departments did communicate but the Council did not consider more integrated care planning and documentation provided to Ms X was unclear. The Council has agreed to apologise to Ms X and pay her £200 to acknowledge the distress caused. It will also take action to improve its services.

Bristol City Council (19 008 584)

Statement Upheld Charging 23-Mar-2020

Summary: Mr C’s daughter, Mrs D, says the Council failed to invoice him for adult social care services by email, as requested, for over a year. It then presented a bill for nearly £9,000 which he could not pay. She says this caused her and Mr C stress and means he cannot afford necessary repairs on his home. The Council was at fault for its failure to send invoices by email. But this fault caused limited injustice. Mrs D knew what the services cost and how long Mr C had received them without receiving invoices by email. The Council has agreed to pay Mr C £100 and to accept a reasonable repayment plan.

Norfolk County Council (19 011 895)

Statement Upheld Assessment and care plan 23-Mar-2020

Summary: The Council has admitted that there was delay in its assessment of Mrs D’s needs when she was staying in a care home after a hospital discharge. There was also a delay in finding a placement to move to and in chasing the debt. The Council has offered to reduce the outstanding debt from £3,100 to £1,777 and this is an appropriate remedy for the injustice.