Cambridgeshire County Council (24 013 555)

Statement Upheld Assessment and care plan 26-Aug-2025

Summary: Ms B complained about how the Council dealt with her concerns about her care and support plan. The Council addressed each of Ms B’s concerns and liaised with her and the care provider. It also reviewed her care and support plan and made sure it was sufficient to meet her needs. The Council took too long to complete the review however, and it did not handle the referral for advocacy properly. This caused Ms B uncertainty and put her to time and trouble. The Council will apologise to Ms B and make a symbolic payment. The Council will also remind staff of the process for making a referral for advocacy.

Walsall Metropolitan Borough Council (25 002 339)

Statement Closed after initial enquiries Assessment and care plan 25-Aug-2025

Summary: We will not investigate this complaint about the Council’s contribution to an assessment for Continuing Healthcare funding. This is because further investigation would not lead to a different outcome.

London Borough of Bromley (24 020 295)

Statement Upheld Assessment and care plan 21-Aug-2025

Summary: The Council was not at fault for the way it reached the decision to stop funding Mr Y’s speech and language therapy. It was at fault for failing to consider whether to increase Mr Y’s direct payments annually. It has already paid a backdated percentage increase which was an appropriate way to resolve this. It was at fault when it failed to pay invoices on time which meant the speech and language therapist cancelled some sessions. The Council has agreed to pay Mr Y the equivalent cost of the missed sessions so that he can privately pay for the missed provision.

North Lincolnshire Council (24 017 672)

Statement Not upheld Assessment and care plan 20-Aug-2025

Summary: Ms A complained about the way the Council managed the care and treatment of her late mother Mrs X. We have not found fault on the part of the Council.

Kent County Council (24 018 252)

Statement Upheld Assessment and care plan 19-Aug-2025

Summary: Mr B complained that the Council had delayed in carrying out an assessment of his care needs and providing support. It also failed to adhere to a communication plan, communicate with him appropriately or explain how his case was progressing. We found fault in the actions of the Council which caused Mr B significant distress and uncertainty over a prolonged period. The Council has agreed to apologise to Mr B and increase the symbolic payment to £1000.

London Borough of Harrow (24 022 958)

Statement Upheld Assessment and care plan 18-Aug-2025

Summary: We will not investigate this complaint about how the Council arranged for a charity to manage Ms X finances several years ago and about delays in responding to her request to end her home care package in 2023. Ms X’s complaint about the management of her finances is late and she could have complained about this sooner. In response to our suggestion, the Council agreed to refund the contributions Ms X paid during the delays, and to apologise and make a symbolic payment to recognise the distress it caused her. This is a suitable remedy for the injustice.

London Borough of Waltham Forest (24 015 775)

Statement Upheld Assessment and care plan 17-Aug-2025

Summary: Ms C complains the Council has not provided support to meet her eligible care needs. The Council is at fault for failing to produce a support plan which identifies what services meet Ms C’s eligible needs. Because of these faults Ms C has the uncertainty that the reablement services offered by the Council will not meet her needs. To remedy the complaint the Council has agreed to apologise to Ms C, produce a support plan, and make service improvements.

Surrey County Council (25 001 286)

Statement Closed after initial enquiries Assessment and care plan 17-Aug-2025

Summary: We will not investigate Ms X’s complaint the Council has not managed her father’s house properly as it left the house to rot and fall into a state of disrepair, and refused to allow her access to the property to manage it. This is because there is insufficient evidence of fault. In addition, Ms X is not a suitable representative to make the complaint on Mr Z’s behalf.

Southampton City Council (24 015 530)

Statement Upheld Assessment and care plan 14-Aug-2025

Summary: Mrs X complained the Council delayed completing Mental Capacity Assessments to decide if a Deprivation of Liberty Safeguard was required for her son, Mr Y. Mrs X said Mr Y may have been illegally deprived of his liberty since he turned 18. Mrs X said this caused her significant distress. There was fault in the way the Council did not complete the correct assessments within a reasonable timescale. This fault meant Mr Y has been deprived of his liberty without the legal authority to do so. This frustrated and distressed Mrs X. The Council has agreed to apologise, make a financial payment, provide training to its staff and take action to address its backlog of other outstanding Mental Capacity Assessment and Deprivation of Liberty Safeguards

Leeds City Council (24 015 606)

Statement Upheld Assessment and care plan 13-Aug-2025

Summary: Mr B complained that the Councils said he was not eligible for a supported housing development. We have found fault in the way the Council assessed Mr B’s needs, the failure to properly record the eligibility criteria for the housing development and the Council’s communications about the criteria. The Council has already provided a financial remedy for the distress caused to Mr B by the fault and has amended the eligibility criteria. The Council has also agreed to apologise to Mr B and to carry out a service improvement.