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.