London Borough of Southwark (24 011 308)

Statement Upheld Charging 22-Apr-2025

Summary: Ms X complained the Council delayed sending her an invoice for an estate she was administering as executor. Ms X has settled the estate and does not have the money to pay the invoice. This has caused her distress. The Council is at fault for failing to notify Ms X of the invoice in an appropriate manner and timescale. The Council agreed to apologise to Ms X and confirm in writing it will not pursue the debt.

West Northamptonshire Council (24 012 145)

Statement Upheld Charging 22-Apr-2025

Summary: Mr X complained the Council failed assess his disability related expenditure properly when calculating his contribution towards his care costs. On the evidence available we have found fault in how the Council considered some of Mr X’s disability related expenditure. We recommend the Council apologise to Mr X and review its decision on some of his disability related expenditure. It should also backdate disability related expenditure for the support Mr X needs to attend social and religious events, from the date of his financial assessment until the end of January 2025.

Southampton City Council (24 009 554)

Statement Upheld Charging 21-Apr-2025

Summary: On behalf of his mother, Mrs B, Mr Z complained about the way the Council handled Mrs B’s care charges following a change to her financial circumstances in November 2022. We have found the Council at fault for failing to recalculate Mrs B’s care charges to include the agreed discretionary disregard of her property. This has caused the family distress, frustration and uncertainty. The Council has agreed to apologise and provide Mr Z an updated breakdown of Mrs B’s care charges.

Sanctuary Care Limited (24 018 479)

Statement Closed after initial enquiries Charging 21-Apr-2025

Summary: We will not investigate Mrs X’s complaint about how her late parents' Care Provider dealt with issues about outstanding charges. There is not enough evidence of fault in relation to the Care Provider’s handling of outstanding charges for Mrs X’s late father. There is also nothing more we could add to the Care Provider’s investigation and response to Mrs X’s complaint about how the Care Home Manager approached discussions with her about outstanding charges.

Brighton & Hove City Council (24 006 224)

Statement Not upheld Charging 16-Apr-2025

Summary: Miss X complained about the financial assessment the Council completed. She said it did not include all her disability related expenditure, and her assessed weekly contribution is unaffordable. As a result, Miss X had to go without essentials for her disability. There was no fault in the Council’s decision-making.

Milton Keynes Council (24 016 921)

Statement Upheld Charging 16-Apr-2025

Summary: We will not investigate Mrs X’s complaint that the Council’s invoices for her mother’s care charges are wrong. This is because there is insufficient evidence of fault. In addition, an investigation would not lead to any further outcomes.

London Borough of Croydon (24 009 003)

Statement Upheld Charging 15-Apr-2025

Summary: Mrs X complained, on behalf of her husband Mr X, about how the Council dealt with her request for help with Mr X’s care home placement. There was fault in how the Council assessed Mr X’s needs and how it planned his care and support. This led to significant avoidable distress to Mr X and Mrs X; and also affected Mr X’s mental health. The Council agreed to apologise, issue an amended care and support plan for Mr X, and pay both Mr and Mrs X a financial remedy. It also agreed to review its practices and arrange training for its staff.

Leeds City Council (24 016 904)

Statement Upheld Charging 15-Apr-2025

Summary: We will not investigate Mr X’s complaint about errors and delays in carrying out a financial assessment to decide how much his mother should pay towards her residential care. This is because the Council has agreed to take appropriate action to remedy the uncertainty and avoidable time and trouble caused.

Cheshire East Council (24 010 821)

Statement Upheld Charging 14-Apr-2025

Summary: Mr Y complained about the Council’s delay in telling his late mother, Mrs Z, about her care charges and that it calculated her charges incorrectly. The Council was at fault for significant delay. There was no fault in the way it calculated the care charges. The Council has agreed to apologise to Mr Y and make a payment to acknowledge the frustration and uncertainty he was caused. It has also agreed to review the way its finance and social work teams communicate to prevent similar delays in future.

London Borough of Sutton (24 013 353)

Statement Closed after initial enquiries Charging 14-Apr-2025

Summary: We will not investigate Miss X’s complaint about the Council imposing a limit on disability related expenses in her financial assessment. This is because there is insufficient evidence of fault.