London Borough of Bromley (24 023 042)

Statement Upheld Assessment and care plan 03-Mar-2026

Summary: We upheld a complaint made on behalf of Mr C, finding the Council delayed in carrying out an assessment of his social care needs. It also communicated poorly with him and his representative at times, while he waited for the assessment to begin. This caused injustice to Mr C as he did not receive the care and support he needed and he experienced unnecessary distress. The Council has accepted these findings and at the end of this statement we set out action it agreed to take to remedy that injustice and improve its service.

Surrey County Council (25 001 690)

Statement Upheld Assessment and care plan 03-Mar-2026

Summary: Mr X complained about the way the Council dealt with his care and support needs. The Council was at fault for giving incorrect information about Mr X’s future rent payments. This caused Mr X uncertainty. The Council will apologise for this.

Durham County Council (25 000 486)

Statement Upheld Assessment and care plan 02-Mar-2026

Summary: Miss Y complained about how the Council delayed providing her mother, Mrs X, with a care package, respite care fees and with aids and adaptations to meet her needs. There were some faults by the Council which caused injustice to Mrs X and Miss Y. The Council will take action to remedy the injustice caused.

Hampshire County Council (25 008 145)

Statement Upheld Assessment and care plan 02-Mar-2026

Summary: Mrs X complained the Council unfairly reduced her daughter’s care and support hours. She also said it delayed sending her a copy of her daughter’s care and support plan. We find some fault as the Council failed to complete updated assessments before reducing Mrs X’s daughter’s care and support hours. However, this fault did not cause a significant injustice. The Council was also at fault for its delay in providing Mrs X with a copy of her daughter's care and support plan. It apologised for this and provided a copy when it responded to Mrs X’s complaint. This is sufficient to remedy the frustration caused. We do not recommend anything further.

North East Lincolnshire Council (25 001 499)

Statement Upheld Assessment and care plan 26-Feb-2026

Summary: There was a significant period of time when M lacked the support he was assessed as needing. There was also a lack of communication with the family and an unhelpful complaint response. The Council will now review the way it provides support to M, ensure that changes are progressed in a timely way and offer a payment to recognise the frustration and lack of support.

Surrey County Council (25 006 976)

Statement Upheld Assessment and care plan 26-Feb-2026

Summary: We have found fault in the Council’s actions. The Council delayed re-assessing Mr B’s needs for care and support. As a result, there was a delay in Mr B receiving the support he needed. The Council has agreed to apologise to Mr B, pay a financial remedy and carry out a service improvement.

Lancashire County Council (25 004 998)

Statement Not upheld Assessment and care plan 25-Feb-2026

Summary: There was no fault by the Council, in its handling of a proposed move for the complainant to a residential care facility in Wales. The Council was entitled to decide it would not fund the proposed placement because it involved more support than the complainant needed, and although there was a significant delay in resolving the matter, the evidence shows this was because of disagreements between the Council and the complainant’s family, and not because it allowed the matter to drift. The Council was also entitled to decide the complainant could safely be placed in a mixed-sex facility. We have therefore completed our investigation.

Kent County Council (25 006 524)

Statement Upheld Assessment and care plan 25-Feb-2026

Summary: Miss Y complained about the Council’s assessment process and its decision that her mother should move from residential care to extra care housing. She also complained about the Council’s failure to make reasonable adjustments when communicating with her mother. We do not find fault in the Council’s assessment process or its decision. However, we do find fault in the Council’s failure to consistently meet her mother’s reasonable adjustment needs, but we are satisfied this did not cause a significant injustice.

London Borough of Islington (24 007 618)

Statement Upheld Assessment and care plan 23-Feb-2026

Summary: Mr B complained that the London Borough of Islington, North Central London ICB and North London NHS Foundation Trust did not assess or meet Mrs X’s aftercare needs after she was detained under the Mental Health Act 1983. We find fault with the Council, the ICB and the Trust. They should have completed a comprehensive assessment of Mrs X’s needs when her detention ended, and should have produced a clear plan of how all her needs would be met. The failure to do so has caused confusion, stress and frustration. The organisations have agreed to take action to address the injustice.

Dudley Metropolitan Borough Council (25 016 037)

Statement Closed after initial enquiries Assessment and care plan 23-Feb-2026

Summary: We will not investigate this complaint about actions taken by the Council to provide support when Mr B became ill and was admitted to hospital. We could not add to the previous investigation by the Council.