London Borough of Enfield (25 005 018)

Statement Upheld Assessment and care plan 26-May-2026

Summary: Mrs Y complains about the Council’s handling of her father’s (Mr X) discharge from hospital into residential care and related matters. We found the Council to be at fault. It gave Mrs Y incorrect information and took too long to carry out an inaccurate financial assessment. This caused significant distress, uncertainty and frustration. To remedy this injustice, the Council agreed to apologise, make an additional symbolic payment to Mrs Y and take action to correct the financial assessment and reimburse Mrs Y. It will also take action to improve its service.

Cumberland Council (25 007 438)

Statement Not upheld Assessment and care plan 26-May-2026

Summary: There was no fault by the Council in how it handled the care needs of Mrs X’s daughter. It regularly reviewed her care and support needs and it considered whether her mental capacity meant it should take action under rules that can see restrictions placed on a person’s liberty.

Wirral Metropolitan Borough Council (25 010 609)

Statement Upheld Assessment and care plan 26-May-2026

Summary: Mr B complained NHS Cheshire and Merseyside Integrated Care Board (the ICB) refused to either assess his father’s eligibility for NHS Continuing Healthcare in hospital or provide him with interim NHS funding for the nursing home placement he was discharged to. And he complained about Wirral Metropolitan Borough Council’s (the Council’s) decision to charge his father, Mr G, for his initial care and support at the nursing home. We find fault with the ICB’s approach. It relied on aspects of national guidance but ignored other parts. Without this fault it would have funded Mr G’s care from the point of discharge. We also found fault in the ICB’s and the Council’s handling of Mr B’s complaints. The ICB and the Council have agreed to actions to address the injustice.

London Borough of Bexley (25 012 615)

Statement Upheld Assessment and care plan 26-May-2026

Summary: The Council was at fault for delay in assessing Mr Y’s needs and in progressing his move to supported living. It also communicated poorly with Mr X, Mr Y’s father, about the move and associated costs. The Council has already refunded Mr X for payments he made. The Council will also apologise, pay Mr X a symbolic payment and make service improvements.

Gloucestershire County Council (25 007 972)

Statement Upheld Assessment and care plan 25-May-2026

Summary: Mr X complained the Council failed to carry out a full and proper assessment of his mother’s care needs. He also complained the Council failed to ensure his mother had appropriate home adaptations available when she moved into a new home, and that it closed its case prematurely. Mr X says the Council’s actions caused significant avoidable distress to his mother and to himself. We found some fault by the Council. The Council has agreed to provide an apology and a symbolic payment and to produce guidance for its staff.

Luton Borough Council (25 010 014)

Statement Upheld Assessment and care plan 25-May-2026

Summary: Ms X complained the Council did not arrange suitable care for Mr Y after his hospital discharge and communicated poorly. She says this negatively impacted Mr Y’s recovery. We find no fault with the care arranged by the Council. We find fault with the Council’s communication which caused injustice. We are satisfied the Council’s actions have remedied the injustice to Mr Y and Ms X.

Somerset Council (24 016 914)

Statement Not upheld Assessment and care plan 21-May-2026

Summary: Mrs Y complains about aftercare planning by a Council, NHS Trust and Integrated Care Board for her son, Mr X, under the Mental Health Act. Based on current evidence I have not found fault by the organisations.

Devon County Council (25 014 302)

Statement Upheld Assessment and care plan 20-May-2026

Summary: There was fault by the Council because it failed to arrange care and support for two weeks when Mr X was in a hotel. The delay was not in line with the duty to meet Mr X’s needs and caused avoidable distress. The Council has apologised for the delay which is a partial remedy. It will issue a further apology and make Mr X a symbolic payment.

Kirklees Metropolitan Borough Council (25 017 472)

Statement Closed after initial enquiries Assessment and care plan 19-May-2026

Summary: We will not investigate this complaint about the Council’s assessment of Mrs Y’s finances. This is because there is not enough evidence of fault.

Stockton-on-Tees Borough Council (25 017 806)

Statement Closed after initial enquiries Assessment and care plan 19-May-2026

Summary: We will not investigate this complaint about delays in social care provision. Part of the complaint is late and there are no good reasons to consider them now. We cannot investigate the other complaints. Firstly, some concerns relate to the Council’s actions during tribunal proceedings and we are prevent from investigating. The Council has accepted fault for the remaining complaints and provided suitable remedy. We are therefore unlikely to achieve more.