West Sussex County Council (21 009 816)

Statement Upheld Charging 08-Dec-2021

Summary: We will not investigate this complaint that the Council has taken too long to deal with a disputed invoice. This is because it is unlikely we could now add significantly more to the Council’s investigation or achieve a different outcome for the complainant.

Countrywide Care Homes (2) Limited (21 008 938)

Statement Not upheld Charging 06-Dec-2021

Summary: The care provider charged Ms X incorrectly for her care after Funded Nursing Care (FNC) was awarded. It has now acknowledged its error and I have discontinued this investigation as further investigation would not lead to a different outcome.

Kent County Council (20 008 289)

Statement Upheld Charging 06-Dec-2021

Summary: Mrs X complained about the way the Council provided information about Mr Y’s care costs, and delays in the financial assessment. This meant Mrs X did not understand Mr Y would be charged for his respite stay and she was caused significant stress by an unexpected bill. We find the Council was at fault in the way it communicated with Mrs X, and in its failure to advise them of the cost of the care Mr Y received. We recommend the Council waive 50% of the cost of Mr Y’s respite stay and ensure it communicates properly in future. It should also take action to ensure it completes financial assessments before arranging care services where possible.

Essex County Council (21 000 411)

Statement Upheld Charging 05-Dec-2021

Summary: We will not investigate Mr X’s complaint that the Council overcharged his mother for the cost of her care between October 2018 and February 2019. This is because the complaint is late.

Wirral Metropolitan Borough Council (20 013 655)

Statement Upheld Charging 03-Dec-2021

Summary: Mr C complained the Council did not properly respond to his request for a deferred payment agreement after his mother entered residential care. Mr C says he faced recovery action and spent unnecessary time and trouble trying to resolve the matter. We have found delay and poor communication by the Council but consider the agreed action of an apology and £300 provides a suitable remedy.

North Lincolnshire Council (21 010 224)

Statement Closed after initial enquiries Charging 02-Dec-2021

Summary: We will not investigate this complaint about the Council moving Ms Y to a new care home or overpayment of fees. This is because there is insufficient evidence of fault by the Council to justify our involvement.

London Borough of Wandsworth (21 009 922)

Statement Closed after initial enquiries Charging 02-Dec-2021

Summary: We will not investigate Ms X’s complaint about a £130 carers arrangement fee. This is because the Council has already offered to waive this charge once the outstanding invoices for her mother’s care are paid. This provides the outcome Ms X sought in complaining to this office and there is nothing further we would add.

Royal Borough of Windsor and Maidenhead Council (20 011 489)

Statement Upheld Charging 01-Dec-2021

Summary: Miss X complained on behalf of her mother, Mrs Y, about the way the Council assessed her needs and finances. She also complained about the way the Council dealt with her complaints about this. She said this had a significant impact on Mrs Y’s health and wellbeing and her finances. We find the Council was at fault in some areas but dealt with this appropriately at the time, and there is no outstanding injustice.

North East Lincolnshire Council (21 001 054)

Statement Not upheld Charging 01-Dec-2021

Summary: I have found no significant fault in how the Council completed a financial assessment for a contribution towards adult social care.

Dorset Council (20 008 725)

Statement Upheld Charging 01-Dec-2021

Summary: Mr X complained on behalf of Mr and Mrs Y about the way the Council charged them. He said this caused them much worry and distress and asked the Council to waive the fees for Mrs Y. We found the Council was not at fault in the way it charged Mr and Mrs Y. However, we found it did not always send correspondence in large print and it has agreed to take action to improve this.