Cambridgeshire County Council (25 001 891)

Statement Closed after initial enquiries Assessment and care plan 02-Sep-2025

Summary: We will not investigate Mrs X’s complaint about how the Council carried out financial assessments for her daughter’s care. This is because there is insufficient evidence of fault.

South Tyneside Metropolitan Borough Council (25 005 679)

Statement Closed after initial enquiries Assessment and care plan 02-Sep-2025

Summary: We will not investigate this complaint about the Council’s response to Mr X’s complaint in 2021/22. This is because the events complained about took place more than 12 months ago and it would have been reasonable for Mr X to bring this complaint to us at the time.

Cambridgeshire County Council (24 012 374)

Statement Upheld Assessment and care plan 31-Aug-2025

Summary: The Council was at fault for the delay in reviewing Mr X’s adult son, Mr Y’s, needs assessment and care and support plan and for failing to provide overnight respite. It also delayed responding to Mr X’s complaint. This caused Mr X and other family members significant frustration and distress and meant they had to provide unpaid support, without a break, for an extended period. The Council has agreed to apologise to Mr X and make payments to Mr X and other family members. It has also agreed to provide evidence of the improvements it made following Mr X’s complaint including to ensure outstanding cases are reviewed and that there are plans to mitigate risks where reviews identify delays in providing services.

Cambridgeshire County Council (25 001 725)

Statement Closed after initial enquiries Assessment and care plan 31-Aug-2025

Summary: We will not investigate this complaint about adult social care, and the support for a carer. This is because it is a late complaint with no good reasons why the complaint could not have been raised sooner.

London Borough of Merton (24 000 449)

Statement Upheld Assessment and care plan 28-Aug-2025

Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.

Central Bedfordshire Council (24 022 635)

Statement Upheld Assessment and care plan 28-Aug-2025

Summary: Ms X complained about a social care assessment leading to a decision to end her care package. There was poor communication and a failure to act in line with Care Act 2014 eligibility regulations which was fault causing avoidable distress, time and trouble and a loss of care services. There is no fault in reducing the hours of care and support allocated to meet Ms X’s needs. The Council will apologise, make payments to Ms X and issue a reminder to council staff to provide details of the appeal procedure and to signpost us at the end of the complaint procedure.

Lancashire County Council (25 002 892)

Statement Closed after initial enquiries Assessment and care plan 28-Aug-2025

Summary: We will not investigate this complaint about adult social care because there is not enough injustice to justify our involvement.

Surrey County Council (24 021 791)

Statement Closed after initial enquiries Assessment and care plan 27-Aug-2025

Summary: We will not investigate this late complaint about the Council’s adult social care department. There is not a good reason for the delay in the matter being escalated to the Ombudsman.

West Berkshire Council (25 008 174)

Statement Closed after initial enquiries Assessment and care plan 27-Aug-2025

Summary: We will not investigate Ms X’s complaint about the Council’s delay in completing carer and Care Act Assessments. There is not enough evidence of fault causing significant injustice to justify our involvement.

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.