Wigan Metropolitan Borough Council (24 015 115)

Statement Upheld Charging 19-Aug-2025

Summary: There was fault in the Council’s delay in sending an invoice and in the information it provided to Mr D and his family on what the cost of a care package would be. This meant that Mr D and his family did not have the necessary information to make informed decisions about the care package. The Council has agreed to apologise, to cancel a proposed invoice and has agreed a service improvement.

Kent County Council (24 018 252)

Statement Upheld Assessment and care plan 19-Aug-2025

Summary: Mr B complained that the Council had delayed in carrying out an assessment of his care needs and providing support. It also failed to adhere to a communication plan, communicate with him appropriately or explain how his case was progressing. We found fault in the actions of the Council which caused Mr B significant distress and uncertainty over a prolonged period. The Council has agreed to apologise to Mr B and increase the symbolic payment to £1000.

Lincolnshire County Council (24 018 530)

Statement Not upheld Charging 19-Aug-2025

Summary: Mr X complained the Council did not properly consider the history of gifting when calculating notional capital due to deprivation of assets. There was no fault on this point. There was some delay and failure to pay the correct amount to the care home but this did not cause significant injustice to the family.

London Borough of Lambeth (24 022 555)

Statement Closed after initial enquiries Safeguarding 19-Aug-2025

Summary: We will not investigate this complaint about the Council’s response to the complainant’s safeguarding referral. Part of the complaint is late and there is no good reason the complainant could not have come to us sooner. It is unlikely an investigation would find fault with the Council for more recent events.

Devon County Council (25 001 524)

Statement Closed after initial enquiries Charging 19-Aug-2025

Summary: We will not investigate this complaint about financial assessment for adult social care. There is not enough evidence of fault in the process, so we cannot question the outcome.

London Borough of Brent (25 006 162)

Statement Closed after initial enquiries Safeguarding 19-Aug-2025

Summary: We will not investigate this complaint about Ms X’s contact with the Council. This is because further investigation would not lead to a different outcome.

Kingston Upon Hull City Council (23 011 537)

Statement Upheld Disabled facilities grants 19-Aug-2025

Summary: The Council, and KWL acting on its behalf, were at fault for delay installing a level access shower in Mr X’s home and for the poor quality of the resulting works. As a result, Mr X was without an adaption he needed for over two years and experienced avoidable distress and frustration. The Council has agreed to apologise to Mr X, make a payment, and act to improve its services.

London Borough of Haringey (24 014 203)

Report Upheld Safeguarding 19-Aug-2025

Summary: Ms X complained the Council did not act when she raised concerns about Mr Y’s welfare. She also complained about the Council’s handling of her complaint. Ms X said the Council’s actions caused distress to Mr Y, his family and Ms X. The Council was at fault. It has not evidenced it considered if it needed to act to safeguard Mr Y. This left Mr Y at risk of harm and caused Ms X, Mr Y and his family uncertainty. The Council’s complaint handling was poor and this caused frustration to Ms X.

London Borough of Hillingdon (24 017 926)

Statement Not upheld Charging 18-Aug-2025

Summary: Mrs S complained that her sister received an invoice for care charges which were sometimes above the weekly amount they were told would be owed. There was no fault by the Council. Miss X self funded her care and the Council told her that if the carers billed for increased charges, these would be passed on. The charges were also reduced when the weekly care was reduced.

London Borough of Harrow (24 022 958)

Statement Upheld Assessment and care plan 18-Aug-2025

Summary: We will not investigate this complaint about how the Council arranged for a charity to manage Ms X finances several years ago and about delays in responding to her request to end her home care package in 2023. Ms X’s complaint about the management of her finances is late and she could have complained about this sooner. In response to our suggestion, the Council agreed to refund the contributions Ms X paid during the delays, and to apologise and make a symbolic payment to recognise the distress it caused her. This is a suitable remedy for the injustice.