Norfolk County Council (18 014 879)

Category : Adult care services > Charging

Decision : Not upheld

Decision date : 08 Jul 2019

The Ombudsman's final decision:

Summary: Mr X complains that the Council charged him for time in respite accommodation when he was told he would not be charged. He says this caused him anxiety and affected his health. The Council has offered to waive the outstanding charge so we have stopped our investigation.

The complaint

  1. The complainant, whom I shall refer to as Mr X, complains that the Council charged him for two weeks of respite care when he had been told he would not be charged. He says the care was not adequate.
  2. Mr X says he has been objecting to this charge for over a year and the Council’s response has caused him anxiety and has affected his health. Mr X would like the charge withdrawn and the care provider’s procedures reviewed.

Back to top

The Ombudsman’s role and powers

  1. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

Back to top

How I considered this complaint

  1. I considered information from the Complainant and from the Council.
  2. I sent both parties a copy of my draft decision for comment and took account of the comments I received in response.

Back to top

What I found

  1. Mr X spent some time in residential respite accommodation in 2017. He says there were problems during the respite and he was not adequately supported. He complained to the Council in May and October 2018 and said he had been told he would not be charged. The Council said it had advised him there would be a charge and it would not waive the outstanding £190.30; offered him staggered payments.
  2. The Council has now offered to waive the charge and I am satisfied this would remedy any injustice it might have caused, so I will not investigate this further.

Back to top

Final decision

  1. I have stopped investigating this complaint because the Council has offered to waive the costs at issue.

Back to top

Investigator's decision on behalf of the Ombudsman

Print this page

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings