Northamptonshire County Council (20 012 706)

Statement Closed after initial enquiries Direct payments 08-Jul-2021

Summary: We will not investigate Mrs B’s complaint about the Council’s actions regarding the assessment and payment for care for her grandson, Mr C. This is because there is not enough evidence of fault with the actions taken by the Council to warrant an investigation by the Ombudsman.

Northamptonshire County Council (20 008 039)

Statement Upheld Direct payments 30-Jun-2021

Summary: Mr D complained the Council failed to advise his parents until March 2019 that his father’s transport funding had stopped in 2016 and they should not use his direct payments for this purpose or socialising. Mr D says his parents were faced with an unexpected bill and suffered unnecessary upset and distress which particularly affected his father’s health. We have found fault by the Council but consider the agreed action of an apology, removal of charges and a review of procedures is enough to provide a suitable remedy.

Northumberland County Council (20 000 293)

Statement Upheld Direct payments 17-Jun-2021

Summary: Ms X complains about the way the Council has dealt with Ms Y’s direct payment account and its decision to decline arranging a further independent audit of her account. The Council is not at fault for declining to offer a further independent audit to Ms Y. The Council is at fault as its communication with Ms Y lacked clarity which caused upset to her. The Council has apologised to Ms X and Ms Y for the confusion and upset caused which is an appropriate remedy. I have therefore completed my investigation

London Borough of Islington (20 002 235)

Statement Closed after initial enquiries Direct payments 17-Jun-2021

Summary: We cannot investigate Ms B’s complaint about the stopping of her direct payments. This is because the NHS issued the payments, and we cannot investigate the NHS.

Cumbria County Council (20 013 621)

Statement Closed after initial enquiries Direct payments 26-May-2021

Summary: We cannot investigate this complaint that poor advice by the Council caused the complainant to receive Carers Allowance she was not entitled to. This is because the complainant appealed to the tribunal. We will not investigate the complaint about a reduction in a direct payment in 2014 because it is a late complaint.

Darlington Borough Council (20 004 697)

Statement Upheld Direct payments 07-May-2021

Summary: Mrs X complained about the Council’s handling of her husband, Mr Y’s direct payments between 2015 and 2018. This resulted in the Council issuing them an invoice for £6879 for unaccounted and unauthorised spending of the direct payments. The Council was at fault for failing to monitor, audit and provide support to Mrs X and Mr Y on their spending of the direct payments. It was also at fault for failing to keep adequate records. The Council agreed to apologise to Mrs X and Mr Y for the distress and uncertainty this caused and reduce the outstanding debt owed.

Dudley Metropolitan Borough Council (19 019 548)

Statement Upheld Direct payments 04-May-2021

Summary: The Ombudsman finds fault with the way the Council made its decision not to backdate an increase in Mr C’s personal budget. This meant Mr C had to fund the shortfall to ensure his care needs were met. There was also a delay handling Mr C’s complaint. The Council has agreed to reimburse Mr C.

Herefordshire Council (20 012 987)

Statement Closed after initial enquiries Direct payments 28-Apr-2021

Summary: The Ombudsman cannot investigate this complaint about the effect of the Council’s decisions in 2017 on funding social care for Mrs B which it later changed. This is because Mrs B and Mr C have already begun court action about the same matter.