Durham County Council (24 022 124)

Statement Closed after initial enquiries Assessment and care plan 08-Jul-2025

Summary: We will not investigate Ms X’s complaint the Council has refused to assess her adult social care needs. There is not enough evidence of fault to justify our involvement.

Cheshire East Council (24 023 073)

Statement Closed after initial enquiries Assessment and care plan 08-Jul-2025

Summary: We will not investigate this complaint about adult social care. There is no worthwhile outcome from an Ombudsman investigation as the court of protection has decided the care and living arrangements. Any failures in communication do not cause a significant enough injustice to justify our involvement.

Birmingham City Council (24 009 158)

Statement Upheld Assessment and care plan 08-Jul-2025

Summary: Miss X complained that the Council failed to take steps to ensure Ms Y’s finances were managed. The Council was at fault for not putting an appointee in place for Ms Y, meaning she did not have access to funds while in residential care, however the Council has already remedied the injustice caused.

Essex County Council (24 015 623)

Statement Upheld Assessment and care plan 08-Jul-2025

Summary: Mrs X complains the Council failed to support her late father, Mr Y, properly after he left hospital in July 2024. Both the council and the care provider were at fault for failing to recognise the need for an urgent review of Mr Y’s needs. This caused avoidable distress to Mrs X and delayed funding for Mr Y’s care home placement. The Council has agreed to apologise and make a symbolic payment to Mrs X. It will also reassess the charges for Mr Y’s care and take action to improve working practices.

Westminster City Council (24 017 730)

Statement Closed after initial enquiries Assessment and care plan 08-Jul-2025

Summary: Ms X complained that she was wrongly detained under the Mental Health Act, that the doctor involved in the assessment did not speak to her, and that information in her notes was wrong. We will not investigate Ms X’s complaint as it is late, and we have seen no good reason to investigate it now.

Trafford Council (23 013 641)

Statement Upheld Assessment and care plan 07-Jul-2025

Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.

London Borough of Haringey (24 014 802)

Statement Upheld Assessment and care plan 06-Jul-2025

Summary: Mrs X complained on behalf of a family member, Mr Y. Mrs X complained the Council wanted to move Mr Y without a proper assessment of his needs or a risk assessment. She also complained communication from the Council was poor. Mrs X said this caused her and Mr Y distress and uncertainty. There was fault in the way the Council did not assess, or risk assess, Mr Y’s case before attempting to move him to a cheaper placement. This fault frustrated and distressed Mrs X. The Council should apologise, make a financial payment and issue guidance to its staff.

Norfolk County Council (24 009 242)

Statement Upheld Assessment and care plan 03-Jul-2025

Summary: Mr X complained the Council’s adult social care department failed to provide agreed care and support. He says it then withdrew all support without notice. As a result, he says he was evicted from his home. There is fault by the Council. It waived some care contributions. It agreed a further remedy we recommended.

Lincolnshire County Council (24 022 347)

Statement Upheld Assessment and care plan 02-Jul-2025

Summary: We have upheld Mr B’s complaint about delay responding to his complaint about his care and support arrangements. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused. The Council will investigate Mr B’s complaint within eight weeks, apologise to him and pay him £150 for the frustration and distress caused.

Wiltshire Council (24 022 428)

Statement Upheld Assessment and care plan 01-Jul-2025

Summary: We will not investigate Mr X’s complaint the Council has not completed a timely review of his son’s sleeping system. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.