Summary: Ms X complains the Council has failed to do what it agreed to do when we closed her previous complaint, as it has failed to clearly address her eligibility for care and support under the Care Act 2014.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

We recommend the Council:

• writes to apologise to Ms X and pays her £250 for the trouble it has put her to in pursuing her complaints;
• updates its assessment for Ms X so that it includes a clear decision on eligibility, as required by the Care Act, and shares this with her;
• takes action to ensure all its assessments include clear decisions on eligibility by:
  • informing assessors of the need to do this;
  • updating its guidance for officers; and
  • providing us with evidence that it has done this.

The Council has accepted our recommendations.

Ombudsman satisfied with Council's response: 16 January 2020.

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