Archive has 47 results
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Warrington Council (20 004 016)
Statement Upheld Direct payments 04-Nov-2021
Summary: Mr X complained about how the Council provided for his, and his son, Mr Q’s, social care needs. Based on the information we have seen, there was fault in how the Council calculated and managed Mr Q’s direct payments. This caused an underpayment to Mr Q and avoidable frustration, time and trouble to Mr X. The Council agreed to pay the outstanding direct payments to Mr Q, apologise to Mr X and make a payment to recognise the effects on him. It also agreed to review how it manages direct payments for people with complex care needs.
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Suffolk County Council (21 007 574)
Statement Closed after initial enquiries Direct payments 02-Nov-2021
Summary: We will not investigate Ms X’s complaint, concerning the way the Council has administered her daughter’s Direct Payments. This is because an investigation is unlikely to lead to a different outcome.
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Bournemouth, Christchurch and Poole Council (21 002 221)
Statement Not upheld Direct payments 28-Oct-2021
Summary: Ms D complains about the Council’s withdrawal of direct payments in 2015 and a care assessment in 2020. I do not intend to investigate matters dating back to 2015 as they are too long ago to be properly considered. There is no fault in the Council’s actions in 2020, it could not complete a care assessment because Ms D disengaged.
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Solihull Metropolitan Borough Council (20 014 102)
Statement Not upheld Direct payments 27-Oct-2021
Summary: It was not fault for the Council to require use of a pre-paid card as a way of enabling Mr and Mrs X to manage their daughters’ Direct Payment accounts more efficiently. The Council has a duty to ensure the proper management of public funds.
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Solihull Metropolitan Borough Council (20 014 106)
Statement Not upheld Direct payments 27-Oct-2021
Summary: It was not fault for the Council to require use of a pre-paid card as a way of enabling Mr and Mrs X to manage their daughters’ Direct Payment accounts more efficiently. The Council has a duty to ensure the proper management of public funds.
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Nottinghamshire County Council (20 013 237)
Statement Upheld Direct payments 14-Oct-2021
Summary: Ms X complained about how the Council assessed her mother Ms Y’s care and support needs and about how it handled the financial assessment and Ms Y’s financial contribution. There was no fault in the way the Council assessed Ms Y’s care needs, in the support it identified she required or in the way it assessed her financial contribution. The Council was at fault for delays in notifying Ms Y of her contribution, for delays in responding to Ms X and for the way it recouped an overpayment which left Ms Y without sufficient funds to pay for her care. The Council has agreed to waive four weeks of Ms Y’s contribution and make a payment to Ms X to acknowledge the distress and frustration caused. It has also agreed to review its processes to prevent a recurrence of the faults identified.
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Statement Upheld Direct payments 13-Oct-2021
Summary: There was no fault in the fact the Council did not review the complainant’s care plan every six months. There was fault by the Council because it did not register letters the complainant sent asking for increased support, but this did not cause injustice because she had a care plan review shortly afterwards. We have discontinued our investigation of the complainant’s remaining points because they are out of time, in some cases by a considerable margin.
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London Borough of Hammersmith & Fulham (20 013 778)
Statement Upheld Direct payments 28-Sep-2021
Summary: The Council was at fault for giving the complainant conflicting information about his care and support hours, but this did not mean it was underpaying his direct payments. The Council’s apology is adequate to remedy the injustice caused by this confusion. There is no fault by the Council in seeking to recover surplus funds from the complainant’s direct payment account, and it has now put in place measures to ensure he can manage the account properly. We have therefore completed our investigation.
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Norfolk County Council (20 013 437)
Statement Upheld Direct payments 26-Sep-2021
Summary: Mrs X complains the Council’s adult social care department provided a poor level of service, causing distress to her and her brother. We find fault by the Council causing injustice. We recommend it provide an apology and explanation to Mrs X, pay her £300 for distress and take action to prevent recurrence of the delay in funding direct payments.
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London Borough of Sutton (20 005 203)
Statement Not upheld Direct payments 15-Sep-2021
Summary: Mr and Mrs X complain about their dealings with the Council over a direct payment account for their disabled son. The complaint was closed because the Ombudsman is unlikely to achieve anything worthwhile for Mr and Mrs X through further investigation of the matter.