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.

Finding

The Ombudsman upheld the complaint and found fault causing injustice. 

Recommendations

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.

Ombudsman satisfied with Council's response: 20 November 2019.

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