London Borough of Redbridge (24 012 196)

Statement Upheld Assessment and care plan 01-Jun-2025

Summary: The Council overcharged Mrs Y for the care and support it provided to meet her needs and failed to explain how the charges were calculated. It also delayed responding to the complaint Mr X made on her behalf and the complaint response was inadequate. The Council has agreed to apologise to Mr X and Mrs Y and make a payment to acknowledge the uncertainty and frustration they were caused. It has also agreed to revise the invoices and provide training or guidance to staff about responding appropriately to complaints.

Bristol City Council (24 017 947)

Statement Closed after initial enquiries Assessment and care plan 01-Jun-2025

Summary: We will not investigate this complaint about the care assessment process. This is because it is unlikely we would find fault in the Council’s decision-making process or reach a different outcome.

Derbyshire County Council (24 020 517)

Statement Closed after initial enquiries Assessment and care plan 01-Jun-2025

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

Wiltshire Council (24 010 588)

Statement Upheld Assessment and care plan 29-May-2025

Summary: Miss Y complains on behalf of her adult daughter, Miss W, about the Council’s decision not to provide direct payments to fund a Personal Assistant. There is some procedural fault in the Council’s support planning because Miss W’s support plan does not show how all her eligible needs will be met. The Council has agreed to apologise and review Miss W’s support plan.

Buckinghamshire Council (24 012 444)

Statement Upheld Assessment and care plan 28-May-2025

Summary: Mr X complained that the Council delayed completing a financial assessment when the late Mrs A’s assets fell below the threshold amount and then gave incorrect information about the amount it could fund, as well as involving the family in care home assessments for the purpose of establishing a budget. We found fault by the Council which caused injustice to Mrs A’s family and the Council has now agreed a remedy.

East Sussex County Council (24 008 243)

Statement Not upheld Assessment and care plan 28-May-2025

Summary: There was no fault by the Council which met Mr Y’s eligible care and support needs while it identified a suitable supported living placement for him and put in place funding to enable Mr Y to receive care and support while his mother Ms X worked.

West Sussex County Council (24 021 198)

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

Summary: We will not investigate Mrs X’s complaint about the Council’s assessment of her mother. The Council has already apologised for not involving Mrs X in her mother’s review and has offered a reassessment. There is nothing more we could achieve by investigating the matter further.

Cornwall Council (24 022 416)

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

Summary: We will not investigate Mr X’s complaint about care charges for his late partner. The complaint is late and there are no good reasons to exercise discretion to investigate it now.

Essex County Council (24 013 532)

Statement Not upheld Assessment and care plan 26-May-2025

Summary: Mrs A complains on behalf of Mr X that the Council has not dealt with a social care assessment properly causing him distress. The Council is not at fault.

London Borough of Hackney (24 006 598)

Statement Upheld Assessment and care plan 22-May-2025

Summary: Ms Z, on behalf of her aunt Mrs X, complained the Council delayed completing a social care assessment; failed to consult professionals with relevant information and failed to provide a suitable level of care. The Council delayed in completing the assessment causing uncertainty. A payment to acknowledge this is agreed.