Liverpool City Council (21 004 025)

Statement Upheld Charging 17-Dec-2021

Summary: Mr X complained about how the Council managed his late brother, Mr Y’s, finances while it was his court appointed deputy. There was fault in how the Council identified and reported a change of Mr Y’s circumstances which affected Mr Y’s benefits. The Council has offered a suitable remedy for the resulting losses to Mr Y and the distress caused to Mr X, and has reviewed similar cases of others. It also agreed to review how it manages the benefits of people it acts as deputy for.

Navigation Care Limited (21 009 639)

Statement Closed after initial enquiries Charging 16-Dec-2021

Summary: We will not investigate Mrs B’s complaint about her late mother’s, Mrs C’s, Care Provider. This is because there is not enough unremedied injustice from the Care Provider’s actions to warrant an ombudsman investigation.

Wirral Metropolitan Borough Council (21 010 305)

Statement Upheld Charging 16-Dec-2021

Summary: We will not investigate this complaint about the Council’s alleged failure to properly communicate care fees. This is because the Council has already provided a suitable remedy and there is nothing further we could achieve.

City of York Council (21 000 172)

Statement Upheld Charging 15-Dec-2021

Summary: Mr K complained about the Council’s handling of his father’s care funding. He said it took the Council four months to tell him the outcome of the care assessment. As a result, he said he experienced financial loss as the Council asked him to pay the care charges. He also said this caused him and his father distress. We found the Council at fault for failing to carry out its responsibilities under the Government’s COVID-19 Hospital Discharge Guidance. It has agreed to pay Mr K the difference in his father’s care home costs and apologise for the distress it caused Mr K and his father.

Worcestershire County Council (21 011 038)

Statement Upheld Charging 15-Dec-2021

Summary: We will not investigate Ms B’s complaint that they were given wrong information about paying for her father’s, Mr D’s, care. This is because we are satisfied with the remedy implemented by the Council.

Essex County Council (21 011 371)

Statement Closed after initial enquiries Charging 14-Dec-2021

Summary: We will not investigate this complaint that the Council disregarded its duty under section 18 (4) of the Care Act 2014 to arrange care for the complainant’s mother. That is because there is not enough evidence of fault in the Council’s decision-making process to justify investigating.

Leeds City Council (20 012 424)

Statement Not upheld Charging 13-Dec-2021

Summary: Mrs X complains that the Council wrongly considers Mr Y’s direct payment account is in arrears. There is no evidence of fault in how the Council reached its decision that Mr Y has arrears on his direct payment account and owes £11069.63 to the Council.

Norfolk County Council (21 011 801)

Statement Closed after initial enquiries Charging 13-Dec-2021

Summary: We will not investigate this complaint about care fees. Mrs X complains about events that took place more than 12 months ago. We should not consider late complaints. It was reasonable to expect Mrs X to complain to us sooner.

City of Doncaster Council (21 004 132)

Statement Upheld Charging 13-Dec-2021

Summary: Mrs X complains the Council sent her letters about her mother’s care home fees to the wrong address, so she received an unexpected invoice for a shortfall of fees. We found fault because the Council sent the letters to the wrong address. But this fault did not cause Mrs X an injustice and so we have completed our investigation.

Trafford Council (21 004 594)

Statement Upheld Charging 10-Dec-2021

Summary: Mr X complained the Council failed to assess his relative’s needs and delayed agreeing funding for her long-term residential care placement. There was no fault in the way the Council supported her hospital discharge. The Council failed to properly explain the financial assessment process, residential care funding and top ups and failed to keep proper records of conversations with relatives. The Council has already apologised to the family for this. It has agreed to take action to prevent a recurrence of the faults.