Bath and North East Somerset Council (24 017 627)

Statement Upheld Assessment and care plan 23-Sep-2025

Summary: Mrs X complains the Council has not dealt properly with Mr Y’s adult social care, resulting in his needs not being met and causing distress. The Council is at fault because it did not take action to reduce identified risks as part of Mr Y’s Care and Support plan before reducing his care provision. Mr Y suffered the risk of harm. The Council should apologise, pay Mr Y £250 and review Mr Y’s case.

London Borough of Wandsworth (24 019 903)

Statement Upheld Assessment and care plan 22-Sep-2025

Summary: Mr X complained the Council failed to send him copies of his father’s Care and Support Plan, failed to provide any idea of costs for his care or complete financial assessments. Mr X also complained the care provider only provided single-handed care despite the Council billing for double-handed care. And, Mr X complained about how the Council handled his complaint and application of weekly administration charges to his father’s billing without notice. We found fault with the Council in all aspects of Mr X’s complaint which caused an injustice to Mr X and his father. The Council agreed to our recommendations. This included providing an apology and £1,000 payment to Mr X for the distress, frustration and lost opportunity caused by the Council’s fault and removal of the care arrangement fees up to 27 September 2024. The Council also agreed to provide a breakdown of the billing and a list of care visits completed to Mr X. And, the Council agreed to ensure the information in its policy and on its website was consistent and to remind staff to provide Care and Support Plans to service users, to complete financial assessments in a suitable timescale and to provide early information about the care arrangement fees to service users.

Warrington Council (25 004 444)

Statement Closed after initial enquiries Assessment and care plan 22-Sep-2025

Summary: We will not investigate this complaint about the actions of a social worker when Mr X was approaching discharge from hospital. There is insufficient evidence of fault to justify investigation.

London Borough of Brent (25 004 861)

Statement Upheld Assessment and care plan 22-Sep-2025

Summary: We will not investigate this complaint about adult social care assessments and not being eligible for support. There is not enough evidence of fault in the Council’s process, so we cannot challenge the Council’s eligibility decision even though the complainant disagrees with it. The Council has apologised for communication errors and has offered a further assessment. We are satisfied with the actions the Council has taken and it is unlikely we could achieve anything further.

Norfolk County Council (24 013 106)

Statement Upheld Assessment and care plan 18-Sep-2025

Summary: Mrs X complained her sister, Mrs Y, is in an unsuitable care home for her needs. She said the Council would not discuss Mrs Y’s care and support needs with her despite there being no authorised person to represent Mrs Y’s health and welfare decision making. We found there was avoidable delay sharing information with Mrs X because the Council did not confirm deputyship for Mrs Y’s health and welfare when it carried out a review. This caused Mrs X some frustration. However, we did not find fault in the Council’s decision-making or that the care home was unsuitable.

London Borough of Enfield (24 020 044)

Statement Closed after initial enquiries Assessment and care plan 17-Sep-2025

Summary: We will not investigate this complaint about the Council carrying out a care assessment. There is not enough evidence of fault by the Council to warrant our further involvement.

West Sussex County Council (24 017 495)

Statement Upheld Assessment and care plan 17-Sep-2025

Summary: Ms C complains the Council failed to provide services to meet her family’s needs. The Council is at fault for failing to record actions and complete a carer’s assessment. This has caused uncertainty and frustration to Ms C. To put things right the Council will apologise to Ms C, make her a symbolic payment, reassess her needs as a carer and make service improvements.

Essex County Council (25 001 119)

Statement Closed after initial enquiries Assessment and care plan 17-Sep-2025

Summary: Mrs A complains about the way the Council, Trust, ICB and GP surgery treated her husband, Mr B, before his death. She complains Continuing Healthcare (CHC) funding was delayed and the family were not given enough information. We will not investigate this complaint because we cannot overturn a decision made by the ICB about CHC. For her other points of complaint, an Ombudsmen investigation is unlikely to find fault.

Cornwall Council (25 001 196)

Statement Upheld Assessment and care plan 17-Sep-2025

Summary: We will not investigate this complaint about adult social care at home. The Council has apologised and acted to improve service. We are satisfied with these actions, and it is unlikely we would achieve anything further.

Hampshire County Council (25 004 149)

Statement Closed after initial enquiries Assessment and care plan 17-Sep-2025

Summary: We will not investigate Ms X’s complaint about the Council’s involvement with her and its refusal to delete her records. There is insufficient evidence of fault and the Information Commissioner’s Office is better placed to consider a complaint about management of records.