Overview:

Key to names used

• Mr X The complainant
• Mrs Y His late mother
• The Agency D H Homecare Ltd, a home care provider

Summary

Mr X complained about the Council and the Agency which provided care to his late mother Mrs Y. He said care workers did not stay for the allocated time and invoices were inaccurate. He also complained the response to his complaint was inadequate.

Finding

Fault found causing injustice and recommendations made.

Recommendations

The Council must consider the report and confirm within three months the action it has taken or proposes to take. The Council should consider the report at its full Council, Cabinet or other appropriately delegated committee of elected members and we will require evidence of this. (Local Government Act 1974, section 31(2), as amended)

To remedy the injustice identified in this report, we recommend the Council:

• apologise in writing to Mr X;

• pay Mr X £500 to reflect his avoidable distress and time and trouble; and

• review a sample of 30 cases of other adults receiving fifteen-minute care calls. If the sample review identifies adults who should not be getting fifteen-minute calls, we recommend a full review of all 313 cases of adults currently receiving fifteen-minute calls.

Ombudsman satisfied with Council response: 11 April 2023

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