London Borough of Barking and Dagenham (18 002 772)

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 causing injustice. 


We recommend the Council:

  • repays half the client contribution for Mrs B;
  • ensures all clients have a care and support plan which contains a personal budget and offers a placement within the client’s personal budget;
  • ensures written top-up agreements between a third party and the Council are in place in all cases where a person is paying a top-up; and
  • reviews its fee collection arrangements and ensures they are in line with the law and guidance described in this report.

The Council has accepted our recommendations.

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