North Northamptonshire Council (24 019 678)

Statement Upheld Assessment and care plan 30-May-2026

Summary: The Council was at fault as it failed to meet Mr X’s eligible unmet social care needs. This caused Ms X avoidable distress because she had to provide informal care and Mr X distress because he missed out on social and community activities which Ms X is not in a position to support him with. The Council will issue an apology, make symbolic payments to reflect the distress, re-contact possible providers and complete the review of Mr X’s care and support plan.

London Borough of Croydon (25 008 289)

Statement Upheld Assessment and care plan 27-May-2026

Summary: There was fault by the Council in the review of Mr Y’s care and support plan. It said it needed medical evidence and then did not seek this, it failed to take reasonable steps to reach an agreement with Mr Y about changes to the care and support plan and to his direct payment arrangements. The Council also took too long to issue the revised plan. This caused Mr Y avoidable distress and uncertainty. The Council will apologise, make a symbolic payment and complete further reviews of the care and support plan and direct payment.

London Borough of Islington (25 008 535)

Statement Upheld Assessment and care plan 27-May-2026

Summary: There is no fault in the Council’s decision to suspend Ms X’s direct payment or in how it handled a complaint. However, the Council failed to explain why it had not put the direct payment back into place, failed to offer Ms X an assessment later in 2023 and failed to include her advocate in correspondence. That caused Ms X distress and left her with some uncertainty. An apology, a financial award to be deducted from Ms X’s arrears and guidance for officers is satisfactory remedy.

London Borough of Enfield (25 005 018)

Statement Upheld Assessment and care plan 26-May-2026

Summary: Mrs Y complains about the Council’s handling of her father’s (Mr X) discharge from hospital into residential care and related matters. We found the Council to be at fault. It gave Mrs Y incorrect information and took too long to carry out an inaccurate financial assessment. This caused significant distress, uncertainty and frustration. To remedy this injustice, the Council agreed to apologise, make an additional symbolic payment to Mrs Y and take action to correct the financial assessment and reimburse Mrs Y. It will also take action to improve its service.

Cumberland Council (25 007 438)

Statement Not upheld Assessment and care plan 26-May-2026

Summary: There was no fault by the Council in how it handled the care needs of Mrs X’s daughter. It regularly reviewed her care and support needs and it considered whether her mental capacity meant it should take action under rules that can see restrictions placed on a person’s liberty.

Wirral Metropolitan Borough Council (25 010 609)

Statement Upheld Assessment and care plan 26-May-2026

Summary: Mr B complained NHS Cheshire and Merseyside Integrated Care Board (the ICB) refused to either assess his father’s eligibility for NHS Continuing Healthcare in hospital or provide him with interim NHS funding for the nursing home placement he was discharged to. And he complained about Wirral Metropolitan Borough Council’s (the Council’s) decision to charge his father, Mr G, for his initial care and support at the nursing home. We find fault with the ICB’s approach. It relied on aspects of national guidance but ignored other parts. Without this fault it would have funded Mr G’s care from the point of discharge. We also found fault in the ICB’s and the Council’s handling of Mr B’s complaints. The ICB and the Council have agreed to actions to address the injustice.

London Borough of Bexley (25 012 615)

Statement Upheld Assessment and care plan 26-May-2026

Summary: The Council was at fault for delay in assessing Mr Y’s needs and in progressing his move to supported living. It also communicated poorly with Mr X, Mr Y’s father, about the move and associated costs. The Council has already refunded Mr X for payments he made. The Council will also apologise, pay Mr X a symbolic payment and make service improvements.

Gloucestershire County Council (25 007 972)

Statement Upheld Assessment and care plan 25-May-2026

Summary: Mr X complained the Council failed to carry out a full and proper assessment of his mother’s care needs. He also complained the Council failed to ensure his mother had appropriate home adaptations available when she moved into a new home, and that it closed its case prematurely. Mr X says the Council’s actions caused significant avoidable distress to his mother and to himself. We found some fault by the Council. The Council has agreed to provide an apology and a symbolic payment and to produce guidance for its staff.

Luton Borough Council (25 010 014)

Statement Upheld Assessment and care plan 25-May-2026

Summary: Ms X complained the Council did not arrange suitable care for Mr Y after his hospital discharge and communicated poorly. She says this negatively impacted Mr Y’s recovery. We find no fault with the care arranged by the Council. We find fault with the Council’s communication which caused injustice. We are satisfied the Council’s actions have remedied the injustice to Mr Y and Ms X.

Somerset Council (24 016 914)

Statement Not upheld Assessment and care plan 21-May-2026

Summary: Mrs Y complains about aftercare planning by a Council, NHS Trust and Integrated Care Board for her son, Mr X, under the Mental Health Act. Based on current evidence I have not found fault by the organisations.