London Borough of Bromley (25 006 732)

Statement Not upheld Assessment and care plan 17-Mar-2026

Summary: There was no fault on the part of the Council, which did not have a housing duty to Mr X (who was ordinarily resident elsewhere). It fulfilled its duty under the Care Act.

Sandwell Metropolitan Borough Council (25 000 658)

Statement Upheld Assessment and care plan 16-Mar-2026

Summary: We upheld a complaint made on Ms D and Miss E’s behalf, which concerned a failure by the Council to meet Miss E’s need for care and support. We found the Council delayed for ten months before beginning an assessment of Miss E’s needs. Further fault then contributed to a delay in completing that assessment and it not completing a care and support plan or putting services in place. This caused injustice to Miss E, mainly as a loss of service. While Ms D had to meet Miss E’s needs without enough support causing her distress, added to by delay and poor communications. The Council has accepted these findings. At the end of this statement, we set out the action it has agreed to take to remedy the complainants’ injustice and avoid a repeat of its fault.

West Northamptonshire Council (25 005 251)

Statement Not upheld Assessment and care plan 16-Mar-2026

Summary: I found there was no fault in the Council’s decision not to provide Direct Payments to allow Y’s parents to act as Personal Assistants (PAs). The Council offered to provide care via different PAs and it reached its decision in Y’s case properly having considered all the relevant information.

Devon County Council (25 008 505)

Statement Not upheld Assessment and care plan 16-Mar-2026

Summary: Mr X complained about the Council’s decision to reduce his package of support when it was no longer funded by the health service. We did not find fault with how it made this decision.

Torbay Council (25 013 482)

Statement Closed after initial enquiries Assessment and care plan 16-Mar-2026

Summary: Mr X complains about the hospital discharge arrangements for his mother. He also complains about inadequate considerations for Deprivation of Liberty Safeguards and Continuing Healthcare for his mother. We will not investigate the events surrounding the hospital discharges as these complaints are late. We will not investigate the other complaints because the organisations have already accepted fault and provided appropriate remedies. We are therefore unlikely to achieve more.

Royal Borough of Kensington & Chelsea (25 026 470)

Statement Closed after initial enquiries Assessment and care plan 12-Mar-2026

Summary: We will not investigate Mr X’s complaint about the Council’s adult social care team. This is because there is insufficient evidence of fault causing sufficient injustice to justify our involvement.

London Borough of Ealing (25 015 181)

Statement Closed after initial enquiries Assessment and care plan 12-Mar-2026

Summary: We will not investigate this complaint about meeting adult social care needs. The Council has decided it is not responsible to meet the complainant’s needs because she is not ordinarily resident in its area. It is unlikely we would find fault in how the Council made this decision. It is not our decision to make so we cannot tell the Council it must meet the complainants needs.

Walsall Metropolitan Borough Council (25 001 490)

Statement Upheld Assessment and care plan 12-Mar-2026

Summary: There was a long delay in putting care services in place for Mrs X. That had an impact not only on her but also on Ms A, who has her own caring responsibilities. The Council has apologised and put services in place and will now also offer a payment in recognition of the lost period of care and the distress that caused.

Worcestershire County Council (25 007 139)

Statement Upheld Assessment and care plan 12-Mar-2026

Summary: The Council failed to communicate with Mrs X and her daughter, Mrs K, when it arranged care with a new care provider. The Council also failed to tell Mrs X or Mrs K that it was possible to seek an alternative provider and it did not address their complaint about this fully. The Council’s shortcomings caused Mrs X and Mrs K distress and frustration. Mrs X cancelled the care, but the injustice is limited because it is likely that the Council would have ended the care package. The Council has already made some service improvements and it will apologise to Mrs X and Mrs K for the impact of its shortcomings.

London Borough of Haringey (23 019 951)

Statement Upheld Assessment and care plan 11-Mar-2026

Summary: Ms B complained that the Council failed to properly assess and review her mother’s care plan, and the care plan and care provided did not meet her mother’s needs. The Council also failed to carry out a CHC checklist. We have found fault which led to an injustice. The Council has agreed to apologise, pay a financial remedy and carry out a service improvement.