Archive has 49 results
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Gateshead Metropolitan Borough Council (19 016 351)
Statement Not upheld Direct payments 07-Dec-2020
Summary: There is no evidence of fault in the way the Council assessed Ms Y’s care needs. As there is no evidence of fault in the process, I cannot comment on the merits of the decision reached.
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Statement Upheld Direct payments 01-Dec-2020
Summary: There was fault in the way the Council communicated with Ms C about a debt in April 2017 and failed to carry out a yearly review in April 2018. This partly contributed to Ms C not knowing that she owed a debt. The Council has already apologised for the fault and put in service improvements. These actions have adequately addressed the concerns the Ombudsman has identified.
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London Borough of Enfield (20 006 459)
Statement Upheld Direct payments 01-Dec-2020
Summary: The Ombudsman will not investigate Mr B’s complaint about the Council charging his son, Mr C for care he either did not receive or did not know he should pay for. This is because the Council has now waivered the charge so there is no unremedied injustice for the Ombudsman to investigate.
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Lincolnshire County Council (19 018 919)
Statement Upheld Direct payments 26-Nov-2020
Summary: Miss H complains the Council reduced her direct payment, did not provide her with copies of reviews and was unreasonably seeking repayment of the direct payment. We uphold the complaint. The Council has accepted faults in the way it communicated with Miss H. The Council’s proposed personal remedy and action plan are suitable responses.
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Newcastle upon Tyne City Council (19 015 466)
Statement Upheld Direct payments 25-Nov-2020
Summary: Mr X complained about how the Council had assessed his son’s, Mr Y’s care contributions and disability related expenditure. He said the Council had failed to backdate payments, sent him threatening invoices and had failed to respond to his complaints. We find the Council was at fault for delays in backdating Mr Y’s disability related expenditure and in its correspondence with Mr X about this matter. It also failed to respond to his complaints. That has put Mr X to avoidable time and trouble and caused him frustration and distress. The Council has agreed to apologise and make a symbolic payment to Mr X to remedy the injustice caused.
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Statement Upheld Direct payments 18-Nov-2020
Summary: Mrs X complains about the Council’s decision that she has misspent a further £19,472 of her son’s direct payments and says it failed to take account of the evidence she has provided. The Council has agreed to correct some misatkes in its figures, which will reduce the money it is claiming to £18,160.53. However, it was not at fault over deciding Mrs X misspent her son’s direct payments.
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Westminster City Council (19 020 747)
Statement Upheld Direct payments 17-Nov-2020
Summary: We uphold Ms X’s complaint. The Council is at fault because it: (1) stopped Ms X’s direct payment when a social worker had earlier agreed she could have a managed direct payment; (2) did not complete a formal review of her care and support plan and (3) took nine months to complete a care assessment and reinstate Ms X’s direct payment. The Council has already taken some appropriate action to remedy the injustice to Ms X. It will also apologise to Ms X for the fault and injustice identified.
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Plymouth City Council (20 001 853)
Statement Not upheld Direct payments 11-Nov-2020
Summary: The investigation into this complaint will discontinued. The Council acknowledged it wrongly instructed Mr X to increase the hourly rate paid to his personal assistant. It apologised and provided adequate information and support to enable Mr X to deal with any contractual matter arising from the error. The Ombudsman could achieve no more. The Ombudsman has no power to instruct the Council on the hourly rates paid to personal assistants.
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Suffolk County Council (19 016 921)
Statement Upheld Direct payments 06-Nov-2020
Summary: Miss E complains about the way the Council reviewed her care and support plan. She says the Council sought to impose a reduction in her provision, without discussion. It also misrepresented conversations it had with professionals involved in her care. The Ombudsman upholds the complaint and has agreed an enhanced remedy.
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Somerset County Council (19 017 349)
Statement Upheld Direct payments 05-Nov-2020
Summary: The Council was at fault for failing to provide enough information about how Mr C could use a direct payment, and to suspend demand letters. The Council has agreed to apologise for the failures identified, waive the arrears that have accrued on Mr C’s account, and make a payment of £100 to Mr E for the distress, time and effort caused by the demand letters. The Council has agreed to remind staff to record what information it gives to people receiving services. It will also review information it provides about what direct payments can be used for.