Kent County Council (25 005 438)

Statement Upheld Assessment and care plan 10-Feb-2026

Summary: Mrs B complained about the Council’s failure to approve 2:1 support for her son Mr C at one of his placements for over a year. We found fault in the actions of the Council which caused Mrs B frustration and distress. The Council has agreed to apologise to Mrs B and increase the symbolic payment to her to £500.

Surrey County Council (25 005 242)

Statement Upheld Assessment and care plan 09-Feb-2026

Summary: Miss X complained about the Council’s actions following her annual review. We find fault in the Council’s failure to provide copies of final assessments in a timely way, its poor communication and complaint handling, and its failure to clearly act on or explain decisions following the January 2025 review. I also found fault in the Council’s handling and recording of contingency planning in relation to Miss X’s upcoming surgery. These faults caused Miss X avoidable distress, uncertainty, and time and trouble in pursuing information and support. The Council has agreed to apologise, make a payment to Miss X, and take steps to improve its services.

West Sussex County Council (24 021 739)

Statement Upheld Assessment and care plan 06-Feb-2026

Summary: Mrs X complained about delays in the Council’s actions related to her son, Mr Y’s, adult social care assessment. We found fault because the Council took too long to begin and progress with the assessment process. This caused avoidable distress, frustration and uncertainty for Mrs X and meant Mr Y’s assessment remained incomplete. To remedy the injustice caused, the Council will apologise to Mrs X, complete the care planning process and make a payment to her. It will make a payment to Mr Y if it assesses this is due to him.

Reading Borough Council (25 001 921)

Statement Upheld Assessment and care plan 06-Feb-2026

Summary: The Council was at fault for failing to ensure Ms Y had support to meet her eligible care needs between January and June 2025 and for repeatedly suggesting Mrs X consider direct payments. The Council has agreed to apologise to Ms Y and Mrs X and make payments to acknowledge the frustration, lack of respite and missed provision the faults caused.

London Borough of Merton (25 003 108)

Statement Upheld Assessment and care plan 06-Feb-2026

Summary: Mr X complained about the Council’s handling of concerns about disrepair and risk in Ms Y’s supported living placement. He said she was at risk of harm and did not receive the support she needed. We found fault by the Council for causing delays in the statutory assessment processes for Ms Y, in its complaints handling, and it delayed progressing repairs with her landlord. As a result, Ms Y experienced a risk of harm and had a loss of care and support. Mr X also experienced an injustice. The Council agreed to apologise and make payment to acknowledge the impact its faults had on them and make service improvements.

Bolton Metropolitan Borough Council (25 003 470)

Statement Upheld Assessment and care plan 06-Feb-2026

Summary: Miss X complains the Council poorly supported her and her father, Mr Y, during his admission into hospital and when he was later discharged home. Miss X says as a result her father did not receive the right care and support once he was discharged home. Miss X also says it caused her distress and frustration as her fathers registered carer. We have found fault in the Councils actions for failing to discuss details of the care provider, give an estimate of costs or provide a financial pack. We have also found the Council failed to discuss care needs with Miss X or return her call. The Council has agreed to issue Miss X with an apology and pay a financial payment.

Durham County Council (24 012 474)

Statement Upheld Assessment and care plan 05-Feb-2026

Summary: Mr B complained about how the Council and Trust assessed and planned Ms C’s care, and arranged discharge from hospital. We found fault with the way the Council handled Ms C’s care assessment and hospital discharge, causing distress to Ms C and distress and uncertainty to Mr B. The Council agreed to apologise to Mr B, make a symbolic payment, and make service improvements. We found no fault in the Trust’s actions.

Surrey County Council (25 001 228)

Statement Upheld Assessment and care plan 05-Feb-2026

Summary: Mrs X complained that the Council refused to fund her father’s placement under the ‘Discharge to Assess’ pathway. The Council was at fault for how it assessed her father’s eligibility for funding. It gave Mrs X contradictory information, and its poor communication and record-keeping created avoidable confusion. This caused Mrs X inconvenience and distress. The Council will now take action to address her injustice.

North Yorkshire Council (25 004 640)

Statement Upheld Assessment and care plan 05-Feb-2026

Summary: We have found fault in the Council’s actions. The Council failed to provide a contingency care plan for Mr D, there was poor communication and there were delays in providing support. The Council has agreed to apologise, pay a symbolic sum, review Mr D’s care plan and carry out a service improvement.

Oxfordshire County Council (25 017 455)

Statement Not upheld Assessment and care plan 05-Feb-2026

Summary: The Council was not at fault for the delay in providing the support detailed in Ms X’s Care Act assessment. The Council has made efforts to provide the support and suggested several ways to move forward. It has also offered to carry out a reassessment and has explained to Ms X what information it needs to deliver the support detailed in the assessment.