Surrey County Council (24 008 742)

Statement Upheld Assessment and care plan 13-May-2025

Summary: Miss X complained about how the Council managed her care needs after the previous arrangement broke down and it did not provide her with the support or hours she needed. We found the Council at fault for significant delays with a reassessment of her needs and how it decided her care hours. The Council has agreed to apologise to Miss X, make a symbolic payment, and take action to prevent recurrence of fault.

London Borough of Brent (24 018 655)

Statement Upheld Assessment and care plan 13-May-2025

Summary: We will not investigate this complaint about Mr Y’s adult social care. Part of the complaint is late. Another part relates to functions of the NHS rather than the Council, and there is insufficient evidence of fault in the Council’s actions relating to NHS functions. The Council has agreed to take early action to remedy injustice arising from fault we would likely find if we investigated the remaining complaints, and it is therefore not proportionate to investigate further.

Cambridgeshire County Council (24 005 132)

Statement Upheld Assessment and care plan 12-May-2025

Summary: Mr B complained about the way the Council dealt with his adult son’s care needs. Mr B said the Council left gaps in his son’s care which meant Mr B had to provide that support. We found the Council is at fault and has caused an injustice due to delay and errors in its process. The Council has agreed to apologise and make a payment in recognition of the injustice identified.

Cheshire East Council (24 007 924)

Statement Not upheld Assessment and care plan 08-May-2025

Summary: Mrs X complained about a Council decision to charge Mr Y the full costs of his care and support. This caused distress and financial hardship. She said the Council accepted it made an error, but did not fully refund Mr Y or acknowledge the impact of its actions. We did not find fault in the Council’s consideration of Mrs X’s complaint and or in the amount it refunded to Mr Y.

Kent County Council (24 012 073)

Statement Not upheld Assessment and care plan 07-May-2025

Summary: Mr X complained that the Council does not provide enough support to meet his needs for social contact. The evidence shows the Council has properly considered Mr X’s needs and provided the support to meet them. In the absence of fault in the way the Council has reached its decision it is not for us to criticise it.

Kent County Council (23 020 623)

Statement Upheld Assessment and care plan 07-May-2025

Summary: Mrs Z, on behalf of Mrs X, complained the Council delaying completing a care needs assessment, delayed completing a financial assessment and failed to effectively communicate. The Council accepts fault and has proposed a remedy which includes correctly applying a disregard and making a symbolic payment for the frustration and distress caused. This is a suitable remedy and so we will discontinue the investigation.

Durham County Council (24 020 659)

Statement Closed after initial enquiries Assessment and care plan 07-May-2025

Summary: We cannot investigate this complaint about adult social care, because the care package is arranged and funded by the NHS.

Newcastle upon Tyne City Council (24 019 124)

Statement Closed after initial enquiries Assessment and care plan 01-May-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision his mother should remain in residential care. The Council investigated Mr X’s concerns and apologised that communication with him and his brother was not better. We could not add to the Council’s response by investigating.

London Borough of Croydon (24 019 944)

Statement Upheld Assessment and care plan 01-May-2025

Summary: We will not investigate this complaint about communication failures by the Council during a stressful adult social care case. The Council has apologised to the complainant and addressed the concerns with relevant staff to improve future service. We are satisfied with the actions already taken; it is unlikely an Ombudsman investigation would add to this or achieve a different outcome.

Manchester City Council (24 007 686)

Statement Not upheld Assessment and care plan 30-Apr-2025

Summary: Ms B complained that the Council, in respect of her late uncle Mr D failed to provide adequate care for him at home, failed to respond appropriately to signs of his cognitive decline and failed to properly carry out a best interests decision in respect of his finances. We have not found fault in the Council’s actions.