Surrey County Council (23 006 631)

Statement Upheld Assessment and care plan 28-Mar-2024

Summary: Mr C complained about the Council’s handling of his care and support, record keeping and how it communicated with him since Summer 2021. He said as a result he experienced distress and did not receive the care and support he needed. We found some fault by the Council, however had the fault not occurred, the outcome was likely to have been the same. Its apology was therefore enough to remedy the injustice it caused Mr C.

London Borough of Enfield (23 002 241)

Statement Not upheld Assessment and care plan 28-Mar-2024

Summary: Mrs X said she asked the Council to assess her needs and offer her an advocate since November 2020 and the Council failed to do so. We have not found evidence of fault. The Council has now offered Mrs X an assessment of her needs with the assistance of an advocate.

Newcastle upon Tyne City Council (23 010 636)

Statement Upheld Assessment and care plan 28-Mar-2024

Summary: Ms X complains Newcastle upon Tyne City Council (NUTCC) failed to provide enough support for her late mother after she went to live with Ms X in March 2020. She also complains North Tyneside Metropolitan Borough Council (NTMBC) failed to respond to her request for support in meeting her mother’s needs when her mother wanted to move back to her own home. NUTCC accepts it should have taken responsibility for meeting Mrs Y’s needs while she was staying with her daughter. NTMBC accepts it delayed in taking action in 2021 and for the confusion it caused and has apologised. NUTCC also delayed in making a referral for a moving and handling assessment in 2021. It should apologise and make a symbolic payment to Ms X for the distress it has caused.

North Tyneside Metropolitan Borough Council (23 008 046)

Statement Upheld Assessment and care plan 28-Mar-2024

Summary: Ms X complains Newcastle upon Tyne City Council (NUTCC) failed to provide enough support for her late mother after she went to live with Ms X in March 2020. She also complains North Tyneside Metropolitan Borough Council (NTMBC) failed to respond to her request for support in meeting her mother’s needs when her mother wanted to move back to her own home. NUTCC accepts it should have taken responsibility for meeting Mrs Y’s needs while she was staying with her daughter. NTMBC accepts it delayed in taking action in 2021 and for the confusion it caused and has apologised. NUTCC also delayed in making a referral for a moving and handling assessment in 2021. It should apologise and make a symbolic payment to Ms X for the distress it has caused.

London Borough of Tower Hamlets (23 008 593)

Statement Upheld Assessment and care plan 28-Mar-2024

Summary: Mr X complains the Council unfairly reduced Mrs Y’s care hours, leaving her health and wellbeing at risk. The Ombudsman intends to find fault with the Council for failing to carry out a review of Mrs Y’s care and for how it communicated with Mr X about her care. The Ombudsman finds fault with the Council for failing to review Mrs Y’s care and tell Mr X of the change in care. The Ombudsman does not find fault with the Council for how it initially assessed Mrs Y’s care needs or arranged her care. The Council has agreed to apologise and pay a financial remedy for the distress caused.

Royal Borough of Kensington & Chelsea (23 010 383)

Statement Closed after initial enquiries Assessment and care plan 28-Mar-2024

Summary: We will not investigate a complaint about a move of care home following a change to continuing healthcare funding. This is because we are unlikely to find fault by the Council. It is too early for us to consider a complaint about a continuing healthcare decision because it has not been through the relevant appeals process.

London Borough of Waltham Forest (23 007 950)

Statement Upheld Assessment and care plan 25-Mar-2024

Summary: The Council acknowledges there were errors in the way it issued an incorrect invoice to Mr X, causing Mr X and his elderly mother distress. Mr X did not suffer any financial loss as a result. The Council has apologised for its actions and will now also offer an amount of £300 to Mr X for the distress caused.

London Borough of Hillingdon (23 007 074)

Statement Not upheld Assessment and care plan 22-Mar-2024

Summary: Mrs X complained about the Council’s decision to include a property abroad in her mother, Mrs Y’s, financial assessment. There was no fault in the Council’s decision making.

Surrey County Council (23 017 871)

Statement Closed after initial enquiries Assessment and care plan 20-Mar-2024

Summary: We will not investigate Mr X’s complaint that the Council failed to find a suitable alternative care package to replace the service that was cancelled. He also complains the Council signposted him to inappropriate services. This is because the alleged faults have not caused any significant injustice.

Warwickshire County Council (23 012 717)

Statement Not upheld Assessment and care plan 19-Mar-2024

Summary: We do not uphold a complaint about a reduction in Mrs X’s care hours. The Council carried out a review of the care and support plan and agreed an increase in hours. The records indicate Mrs X declined those hours as she does not want personal assistants to do personal care.