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Walsall Metropolitan Borough Council (11 022 479)

Category : Adult care services > Charging

Decision : Upheld

Decision date : 12 Mar 2014


Complaint from man about the charges made by the council for care services.

The complaint

Complaint from man about the charges made by the council for care services. The man doesn't receive care from council. But it expects him to pay care charges as he lives in an extra care housing scheme. He complains that the council didn't give him alternatives to moving to this housing scheme and didn't explain the charges associated with the accommodation before he moved. He has accrued around £9,000 arrears in unpaid care charges.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice caused, we recommend the council:

  • waive all accrued personal care charges and 50% of the 'well being' charges the man has accrued; and
  • review the current charging structure used by the scheme and change the information it gives to prospective tenants of the scheme before they move.

Ombudsman satisfied with council's response: 6 October 2014

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