London Borough of Enfield (23 018 111)

Statement Upheld Assessment and care plan 20-Aug-2024

Summary: Mr X complained on behalf of Mrs Y and her disabled son, Mr Z, that the Council’s care and support plan for Mr Z did not provide him or his family with sufficient support. Mr X says this has placed a strain on Mrs Y and her family. We found fault by the Council. The Council has agreed to carry out a re-assessment of Mr Z’s care needs and a carer’s assessment for Mrs Y.

West Sussex County Council (23 018 655)

Statement Upheld Charging 20-Aug-2024

Summary: The Council delayed too long in assessing Mrs X’s finances properly. As a result, she was faced with a large and unexpected invoice. Mr A also complains the Council tried to contact him on an incorrect address. The Council agrees to apologise for the delays, offer a sum in recognition of the distress caused and agree a payment plan.

London Borough of Ealing (24 000 008)

Statement Upheld Domiciliary care 20-Aug-2024

Summary: Mrs Y complained the Council failed to arrange suitable care for her mother, Mrs X, when she was discharged from hospital. Mrs Y said this meant she and her sister, Ms W, had to provide the care instead. The Council was at fault for delay in arranging a new care provider to help Mrs X, when the original provider did not work out. This caused Mrs Y and her sister Ms W avoidable frustration and upset, for which the Council will apologise. The Council will also identify why the delay happened and what steps it needs to take to prevent similar fault in future.

Hampshire County Council (24 001 351)

Statement Closed after initial enquiries Safeguarding 20-Aug-2024

Summary: Mr A complains the Council caused delays in Mrs B being discharged from hospital because it did not complete its safeguarding enquiries quickly. We will not investigate this complaint further because we found no fault with the actions of the Council.

Devon County Council (23 017 232)

Statement Upheld Assessment and care plan 20-Aug-2024

Summary: Mrs X, complains the Council has not dealt properly with her adult social care. The Council is at fault because there was delay completing a needs assessment and responding to her complaint. Mrs X suffered uncertainty, time and trouble and missed care provision. The Council should apologise, pay Mrs X £200 for uncertainty and time and trouble, and £400 for missed care provision due to delays.

Bristol City Council (23 013 816)

Statement Not upheld Domiciliary care 20-Aug-2024

Summary: There was no fault in how the Care Provider or the Council handled matters, when Miss B complained about the arrangements for her care, and that a carer had been racist, or when the Care Provider gave Miss B notice that it would stop providing her care.

West Northamptonshire Council (23 014 240)

Statement Upheld Disabled facilities grants 20-Aug-2024

Summary: Mr X complained the Council failed to follow its complaints procedure when dealing with his complaints about a disabled facilities grant for his parents or make reasonable adjustments for his dyslexia and autism. Mr X says he suffered avoidable stress and could not engage properly in the processes to resolve his complaint. We have found fault by the Council in some of its communication but consider the agreed action of an apology provides a suitable outcome.

Suffolk County Council (23 014 802)

Statement Upheld Charging 20-Aug-2024

Summary: We found fault with the Council in the way the Council communicated with the complainant (Mr X) about the charges for his care services. We also found fault with the Council for its failure to take account of its duties under the Equality Act 2010. The Council’s fault caused distress to Mr X, which lasted for many months. The Council has agreed to apologise, review adjustments needed by Mr X in his communication with the Council and make a symbolic payment to recognise Mr X’s distress. The Council has also agreed some service improvements.

London Borough of Islington (23 013 099)

Statement Closed after initial enquiries Transport 20-Aug-2024

Summary: We will not investigate Ms X’s complaint about the Council’s decision to refuse her a Blue Badge. There is insufficient evidence of fault to warrant an investigation.

Gateshead Metropolitan Borough Council (24 005 231)

Statement Upheld Charging 20-Aug-2024

Summary: We will not investigate Mr X’s complaint about the Council’s failure to provide information about care charges when he moved to supported living accommodation. The Council has already waived the care fees for the period before it provided costs information in their entirety and further investigation would not lead to a different outcome.