Moreland House Care Home (17 012 203)

Category : Adult care services > Charging

Decision : Upheld

Decision date : 11 Mar 2019

Summary: Mrs A complains about London Borough of Barking and Dagenham (the Council) and Moreland House Care Home (the Care Home). She says there were errors in charging which meant her mother Mrs B paid more than she should have done.


The Ombudsman upheld the complaint and found fault found causing injustice.


We recommend the Care Home:

  • pays Mrs A £250 to reflect her avoidable distress;
  • stops entering into third-party top-up agreements where a council has arranged the placement; and
  • removes references to third-party top-ups in its private contract.

Ombudsman satisfied with care home's response: 20 November 2019

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