Tree Vale Limited (20 005 351)

Statement Upheld Residential care 25-Mar-2021

Summary: There was fault by the Care Provider. There was no written contract for Ms Y’s care and no grounds to increase a previously agreed fee and attempt to backdate that increase. The Care Provider failed to act in line with the law and guidance from the Care Quality Commission and Consumer and Markets Authority. It will apologise to Ms X and make her a symbolic payment of £150 for her time and trouble.

London Borough of Haringey (20 007 540)

Statement Upheld Charging 25-Mar-2021

Summary: Mr X complained on behalf of his late mother about the sort of room she was given in the care home where she lived and the way it assessed her financial contribution to the home’s charges. He considered the room was not suitable and that she had been overcharged. There was fault by the Council in its communication with Mr X for which it will apologise.

Redcar & Cleveland Council (20 012 097)

Statement Closed after initial enquiries Other 25-Mar-2021

Summary: We will not investigate Mrs B’s complaint about the Council’s communication with her. This is because the Council has apologised for the failings and any distress the poor communication caused. We could achieve no more than this even if we investigated. We are satisfied the actions taken by the Council remedy the injustice caused to Mrs B.

Northamptonshire County Council (20 012 184)

Statement Closed after initial enquiries Safeguarding 25-Mar-2021

Summary: We cannot investigate Ms C’s complaint about the Council’s refusal to allow her uncle, Mr D, to move to Jamaica to live with his family. This is because Ms C does not have consent or standing to complain on behalf of Mr D.

Lincolnshire County Council (20 011 749)

Statement Closed after initial enquiries Other 25-Mar-2021

Summary: We will not investigate this complaint about the Council referring an allegation against Mr T to the Office of the Public Guardian. There is not enough evidence of fault by the Council to warrant an Ombudsman investigation.

Nottingham City Council (20 011 857)

Statement Closed after initial enquiries Disabled facilities grants 25-Mar-2021

Summary: We will not investigate this complaint about the Council’s decision not to award a Disabled Facilities Grant and build a drive. This is because there is insufficient evidence of fault by the Council. In addition, the Council is still exploring the issue with the complainant.

Leeds City Council (20 002 190)

Statement Upheld Safeguarding 24-Mar-2021

Summary: Ms Y complains the Council breached Mr X’s rights to a Private and Family Life and his right not to be discriminated against in the way it carried out a safeguarding investigation, with him as the alleged perpetrator. The Council’s failure to inform Mr X of, and involve him in, the safeguarding investigation amounts to fault. As does the failure to offer to refer Mr X for advocacy when the allegations against him were made or when the Council began its safeguarding investigation. This fault has caused Mr X an injustice.

Trafford Council (20 005 846)

Statement Not upheld Charging 24-Mar-2021

Summary: The Council has said it will re-assess Mrs B’s finances and make a decision on her charges. Mrs B then has a fresh right of appeal/complaint if she does not agree with the outcome of that assessment. We have discontinued the complaint as we do not normally investigate complaints until the Council has had an opportunity to investigate the complaint and to respond to the complaint.

Kent County Council (20 007 424)

Statement Upheld Transport 24-Mar-2021

Summary: The Council failed to consider relevant information before refusing to issue a Blue Badge to Mrs X. This is fault. The Council has agreed to apologise, conduct a fresh assessment of Mrs X’s application, and take action to improve its services.

Gateshead Metropolitan Borough Council (19 005 282)

Statement Not upheld Direct payments 23-Mar-2021

Summary: There is no fault in the way the Council calculated Ms X’s contributions towards her care. It has given her ample opportunity to provide the evidence requested for a review. There is no fault in the way the Council administered Ms X’s carer’s pension contributions. The evidence shows Ms X’s carer did not contact the pensions body at the right time to opt out of contributions: once she did so, the situation was resolved.