Kirklees Metropolitan Borough Council (24 014 867)

Statement Upheld Assessment and care plan 29-Jul-2025

Summary: Mr X complained about the Council’s assessments of his daughter’s care needs, its delays, and not properly considering her needs for additional support. We found the Council at fault for the time taken to complete the assessments and its contact with Mr X about proposed changes to a care plan. This caused significant frustration, uncertainty and distress. The Council has agreed to apologise and pay a symbolic payment to recognise the injustice caused.

Rutland County Council (25 000 518)

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

Summary: We will not investigate Ms X’s complaint about the Council’s refusal to fund Extra Care Housing in another council area. This is because there is not sufficient evidence of fault by the Council in making this decision.

South Gloucestershire Council (24 013 396)

Statement Upheld Assessment and care plan 27-Jul-2025

Summary: Mr Y complained the Council failed to provide Ms X with appropriate support to manage her finances. The Council commissioned care provider, which supported Ms X to manage her finances, failed to ensure the situation was appropriately resolved and the Council allowed the situation to drift. This was fault. The Council has agreed to apologise and make a payment to Ms X to acknowledge the distress and frustration this caused. It has also agreed to meet with her to arrange a suitable repayment plan.

Royal Borough of Windsor and Maidenhead Council (24 020 393)

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

Summary: Miss X complained about the way professionals assessed her under the Mental Health Act 1983 and their recommendation that she should be detained. We will not investigate Miss X’s complaint. This is because it is unlikely an investigation would be able to find evidence of fault.

Darlington Borough Council (24 012 694)

Statement Upheld Assessment and care plan 24-Jul-2025

Summary: Miss Y complained the Council failed to take a full assessment of Mr X’s needs which led to it wrongly deciding he did not have any eligible care and support needs. She also complained the Council closed Mr X’s file without notice and without any consideration on how it would impact on Mr X’s wellbeing. We find the Council was at fault for failing to consider Mr X’s communication needs before it closed his file. It was also at fault for failing to properly engage Miss Y in the assessment process. These faults caused Mr X upset and shock. The Council has agreed to our recommendation to apologise to Mr X.

West Sussex County Council (24 017 249)

Statement Upheld Assessment and care plan 23-Jul-2025

Summary: Ms X complained, on behalf of her son Mr Y, that the Council took too long to move Mr Y to another residential placement. Ms X said this caused Mr Y’s health to worsen. We have found the Council at fault for the time it took to move Mr Y. To remedy the injustice caused the Council agreed to apologise and make a payment to Ms X for the uncertainty she suffered.

Norfolk County Council (24 023 398)

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

Summary: We will not investigate this complaint about the outcome of the Council’s care needs assessment. There is not enough evidence of fault in how the Council completed its assessment to justify our involvement. In any event, the Council is currently completing a review of that assessment. Further investigation by the Ombudsman would not lead to a different outcome.

London Borough of Hounslow (25 001 098)

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

Summary: We will not investigate this complaint the Council cancelled a care needs assessment. There is not enough evidence of fault to justify our involvement.

Gloucestershire County Council (24 011 795)

Statement Upheld Assessment and care plan 21-Jul-2025

Summary: Mr X and Ms Y complained the Council incurred delays in carrying out a care needs assessment for Mr X and in finding him suitable accommodation. They also complained the Council delayed pursuing a possible placement at a preferred setting. Mr X and Ms Y say the Council’s actions caused avoidable distress and frustration. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy to Mr X and Ms Y.

London Borough of Newham (24 014 277)

Statement Upheld Assessment and care plan 21-Jul-2025

Summary: Mr X complained the Council delayed dealing with his concerns about the unsuitability of Mr Y’s accommodation and impact onto his mental health causing distress. We have found fault by the Council as it delayed reviewing Mr Y’s care needs and moving him to more suitable accommodation. We have recommended a suitable remedy in this case so have completed our investigation.