Essex County Council (25 017 108)

Statement Closed after initial enquiries Assessment and care plan 17-Feb-2026

Summary: We will not investigate Miss X’s complaint that an occupational therapy report completed in 2022 contained inaccurate information. This is because, due to the significant passage of time since the matter complained about, it would not be possible to carry out a full and fair investigation into the matter now.

Kent County Council (25 010 131)

Statement Closed after initial enquiries Assessment and care plan 16-Feb-2026

Summary: We will not investigate this complaint about alleged lack of adult social care involvement with Mr Y. There is insufficient evidence of fault by the Council to justify investigation by the Ombudsman.

North Yorkshire Council (25 012 751)

Statement Closed after initial enquiries Assessment and care plan 16-Feb-2026

Summary: We will not investigate this complaint about the Council’s role managing Mr B’s property and financial affairs. The Office of the Public Guardian or the Court of Protection is better placed to consider this complaint.

London Borough of Barnet (24 013 932)

Statement Upheld Assessment and care plan 13-Feb-2026

Summary: Mr X complains the Council failed to secure support hours set out in his care and support plan. We find the Council at fault causing frustration and uncertainty for Mr X. The Council has agreed to apologise, make a payment to reflect the injustice caused, ensure the support hours are put in place and consider reimbursing Mr X for the costs he has incurred.

Thurrock Council (24 014 300)

Statement Not upheld Assessment and care plan 13-Feb-2026

Summary: I found fault by the Trust in terms of their communication with Mr Y’s family and their planning for his discharge from hospital. This meant Mr Y was discharged without appropriate care in place. The Trust will apologise and pay Mr Y and his daughter, Mrs X, a financial remedy. They will also take appropriate remedial action to prevent similar problems occurring in future.

London Borough of Hammersmith & Fulham (25 005 749)

Statement Upheld Assessment and care plan 12-Feb-2026

Summary: Ms X complained the Council has wrongly stopped funding overseas travel for her and her daughter, Miss Y, which they have used as respite care for many years. She complained the replacement respite care the Council has offered will not meet Miss Y’s needs. There was fault by the Council. It failed to keep a record of an earlier decision it made to stop funding the overseas travel. It also did not suitably evidence or explain how it considered the replacement respite care options will meet Miss Y’s needs. Because of the fault, Ms X suffered distress and uncertainty. The Council has agreed to apologise to Ms X and pay the symbolic payment it has offered if it has not already done so. It has also agreed to arrange a reassessment of Miss Y’s respite care needs and issue a staff briefing.

Bury Metropolitan Borough Council (25 013 273)

Statement Closed after initial enquiries Assessment and care plan 11-Feb-2026

Summary: We will not investigate this complaint about the Council’s decision not to apply a property disregard because there is not enough evidence of fault in its decision-making to justify investigating.

Kent County Council (25 005 438)

Statement Upheld Assessment and care plan 10-Feb-2026

Summary: Mrs B complained about the Council’s failure to approve 2:1 support for her son Mr C at one of his placements for over a year. We found fault in the actions of the Council which caused Mrs B frustration and distress. The Council has agreed to apologise to Mrs B and increase the symbolic payment to her to £500.

Surrey County Council (25 005 242)

Statement Upheld Assessment and care plan 09-Feb-2026

Summary: Miss X complained about the Council’s actions following her annual review. We find fault in the Council’s failure to provide copies of final assessments in a timely way, its poor communication and complaint handling, and its failure to clearly act on or explain decisions following the January 2025 review. I also found fault in the Council’s handling and recording of contingency planning in relation to Miss X’s upcoming surgery. These faults caused Miss X avoidable distress, uncertainty, and time and trouble in pursuing information and support. The Council has agreed to apologise, make a payment to Miss X, and take steps to improve its services.

West Sussex County Council (24 021 739)

Statement Upheld Assessment and care plan 06-Feb-2026

Summary: Mrs X complained about delays in the Council’s actions related to her son, Mr Y’s, adult social care assessment. We found fault because the Council took too long to begin and progress with the assessment process. This caused avoidable distress, frustration and uncertainty for Mrs X and meant Mr Y’s assessment remained incomplete. To remedy the injustice caused, the Council will apologise to Mrs X, complete the care planning process and make a payment to her. It will make a payment to Mr Y if it assesses this is due to him.