Summary: Ms X, complains the Council has failed to complete the actions it agreed to take following her previous complaint.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

We recommend the Council:

• meet with Ms X and her Advocate if she completes another self-assessment form, so she can deliver it and discuss it with her Advanced Social Work Practitioner (ASWP);
• within four weeks apologise to Ms X and pay her a further £500 for the distress it has caused and the trouble she has been put to;
• apologise to Ms X and pay her £250 for the distress caused to her, if she returns the personal data about someone else and it confirms what she has said;
• within eight weeks meet with the Trust to agree an action plan, including timescales, for ensuring agreed remedies are completed within the required
• timescales and assessments and care and support plans meet the requirements of the Care and Support Statutory Guidance, including:
• eliminating unnecessary delay over assessments, care and support planning and decisions on personal budgets;
• ensuring assessments adequately identify care needs;
• providing estimated personal budgets as the basis for care and support planning;
• providing people with copies of their assessments and care and support plans; and
• ensuring care and support plans include the final personal budget.

Ombudsman satisfied with Council's response: 4 November 2019

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