London Borough of Croydon (24 015 215)

Statement Closed after initial enquiries Assessment and care plan 20-May-2025

Summary: Ms X complained the Council was incorrectly taking into account the cost of her adult son’s residential college placement in the way it calculated his contribution to his care charges. We have ended our investigation. Mr Y’s financial contribution is calculated as zero, so the injustice is not significant enough to warrant any further investigation.

Devon County Council (24 021 239)

Statement Closed after initial enquiries Assessment and care plan 20-May-2025

Summary: We will not investigate this complaint about the Council’s decision to halve the complainant’s care package to four hours of support. There is not enough evidence of fault to justify our involvement.

Kingston Upon Hull City Council (24 013 694)

Statement Not upheld Assessment and care plan 19-May-2025

Summary: A complained about the way the Council dealt with their request for adult social care. They also complained the Council sent an incorrect invoice for care which was never received. Based on current evidence, we found the Council is not at fault.

Durham County Council (24 009 519)

Statement Upheld Assessment and care plan 18-May-2025

Summary: Ms D complained the Council ignored her requests to discuss her mother’s (Ms M’s) return home after being told she needed to be in a care home. This caused Ms D and her mother emotional distress and potential financial distress for Ms M. The Council is at fault for poor communication and failing to proactively manage Ms M’s assessment. This has caused Ms M and Ms D distress. I have recommended a package of remedies.

Nottingham City Council (24 020 398)

Statement Closed after initial enquiries Assessment and care plan 18-May-2025

Summary: We will not investigate Miss X’s complaint about a Council Officer making a referral to Children’s Social Care. Here is not enough evidence of fault to justify our involvement.

Wiltshire Council (24 021 168)

Statement Closed after initial enquiries Assessment and care plan 18-May-2025

Summary: We will not investigate this complaint about Mrs X’s needs not being met as a carer. This is because the Council have already agreed to a reassessment so an investigation would not lead to a different outcome.

London Borough of Islington (24 009 098)

Statement Upheld Assessment and care plan 15-May-2025

Summary: Ms X complained the Council failed to prepare to transition her son, Mr Y, to adulthood, caused distress to him, and caused delays in assessing him for a care plan. There was fault by the Council. It delayed completing Mr Y’s care assessment and did not consider taking a different approach in completing the assessment when it considered Mr Y was not engaging with it. It also did not keep Mr Y and Ms X informed throughout the process, and wrongly closed Mr Y’s referral to mental health services. Because of the fault, Mr Y and Ms X suffered distress and uncertainty, and there was a delay in Mr Y receiving mental health support. The Council has agreed to apologise to Mr Y and Ms X, make a symbolic payment to Mr Y, and issue staff briefings.

Nottinghamshire County Council (24 010 840)

Statement Upheld Assessment and care plan 15-May-2025

Summary: Mrs X complained about the Council’s role in supporting her late mother Mrs Y to move from a care home to live with her in another council’s area. The Council was at fault for poor communication and delay. The Council has agreed to apologise and make a payment to Mrs X to acknowledge the frustration and distress she was caused and pay some of the care fees for the extra weeks Mrs Y remained in the care home due to the Council’s delays and poor communication.

Surrey County Council (24 008 742)

Statement Upheld Assessment and care plan 13-May-2025

Summary: Miss X complained about how the Council managed her care needs after the previous arrangement broke down and it did not provide her with the support or hours she needed. We found the Council at fault for significant delays with a reassessment of her needs and how it decided her care hours. The Council has agreed to apologise to Miss X, make a symbolic payment, and take action to prevent recurrence of fault.

London Borough of Brent (24 018 655)

Statement Upheld Assessment and care plan 13-May-2025

Summary: We will not investigate this complaint about Mr Y’s adult social care. Part of the complaint is late. Another part relates to functions of the NHS rather than the Council, and there is insufficient evidence of fault in the Council’s actions relating to NHS functions. The Council has agreed to take early action to remedy injustice arising from fault we would likely find if we investigated the remaining complaints, and it is therefore not proportionate to investigate further.