Plymouth City Council (19 019 289)

Statement Upheld Assessment and care plan 22-Feb-2021

Summary: Mr C complained about the Council's decision to reduce his homecare support, which he says prevents him from doing things in the community that he would like to do. We found there was fault with regards to some aspects of the care review process. The Council has agreed to apologise to Mr C and pay a financial remedy for any distress it has caused him. It will also arrange an independent care review of Mr C.

Royal Borough of Kensington & Chelsea (20 005 557)

Statement Upheld Assessment and care plan 22-Feb-2021

Summary: Miss D complained the Council failed to follow procedures when it assessed her care needs and it failed to pay the correct amount for her care support. The Council was at fault for causing delays in enabling Miss D to complete a supported self-assessment and it failed to pay Miss D the correct amount in her Direct Payment. The Council agreed to apologise to Miss D and make payment to acknowledge the loss of care support she received. It also agreed to review Miss D's Direct Payment and ensure it pays her as agreed in her current care and support plan. Miss D also said the Council failed to assess her needs properly in her current care and support plan. There is no evidence of fault by the Council on this matter. And so, therefore the Ombudsman cannot criticise the merits of the Council's decision.

London Borough of Newham (19 015 171)

Statement Upheld Assessment and care plan 17-Feb-2021

Summary: There was fault by the Council. It failed to properly address Miss B's needs as a carer for both her elderly parents for around 21 months. In this time, Miss B did not have a single day off from caring for her parents, she was unable to meet friends, or have any time for herself. The Council has agreed to apologise to Miss B and pay her £5,000 in recognition of the impact on her of its failings. It will also review what went wrong in this case, identify lessons learned and implement any changes needed to ensure that these faults do not recur.

Manchester City Council (19 019 250)

Statement Upheld Assessment and care plan 16-Feb-2021

Summary: The Council was at fault in the drafting of Mrs X's care plan and the response to Ms A's first complaint. It reviewed the response and upheld some aspects of the complaint but there was a delay. It agrees to apologise for the distress and anxiety caused by the omissions and delay in its processes and offer Mrs X a sum in recognition of that. It also agrees to expedite the annual review of Mrs X's needs. It was not at fault in taking into account her Disability Living Allowance as part of her income.

Cornwall Council (19 014 633)

Statement Upheld Assessment and care plan 15-Feb-2021

Summary: The Ombudsman has found fault with the way the Council assessed Mr C's finances to decide whether he was eligible for Council funding. The Council's care home fees charges may be too high. The Council has agreed to apologise and carry out a fresh financial assessment.

Sheffield City Council (19 020 813)

Statement Upheld Assessment and care plan 15-Feb-2021

Summary: Ms X complained the Council delayed providing a care package for her adult son. The Council was at fault. It took too long, failed to properly consider whether to award transport costs, failed to review the plan and inappropriately questioned a prospective personal assistant as part of the process. It has agreed to apologise and make payments to Ms X and her son to acknowledge the frustration and distress this caused. It has also agreed to review the care package.

North Yorkshire County Council (20 002 410)

Statement Upheld Assessment and care plan 12-Feb-2021

Summary: the Council delayed completing carers assessments, failed to respond to Ms B's communications and delayed considering her complaint. That meant Ms B missed out on respite provision in 2019 and 2020 and led to her going to time and trouble to pursue her complaint. An apology, payment to Ms B and procedural changes are satisfactory remedy.

Derby City Council (19 021 068)

Statement Not upheld Assessment and care plan 12-Feb-2021

Summary: Ms X complained the Council stopped her Direct Payments without explanation and sent Council employees to her home who behaved in a threatening, unprofessional manner. Ms X said this situation caused her distress and restricted her from socialising and carrying out her daily activities. The Council was not at fault when it decided to stop Ms X's Direct Payments and there is no evidence of fault in the way its employees interacted with her.

London Borough of Ealing (20 001 319)

Statement Upheld Assessment and care plan 11-Feb-2021

Summary: Mrs B complained the Council failed to assess Mrs C's care needs properly and caused delays in her assessments. She said, as a result, Mrs C's care plan was not meeting her needs and she experienced distress because of the delays. The Council was at fault for its failure to assess all of Mrs C's care needs and some of the delay in assessing her needs. It has agreed to apologise and make payment to acknowledge her loss of care provision and the delays caused. It also agreed to reassess Mrs C's care needs and ensure its staff are aware of its statutory responsibilities when carrying out care assessments.

Cumbria County Council (19 012 119)

Statement Not upheld Assessment and care plan 11-Feb-2021

Summary: we discontinued our investigation into the complaint the Council failed to properly consider the complainant's mother's best interests when placing her in a care home because the complainant had recourse to an alternative remedy. The Council has provided a remedy agreed through an out of court settlement placing the matter outside our jurisdiction.