Recent statements in this category are shown below:
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London Borough of Hillingdon (25 009 471)
Statement Upheld Charging 16-Jun-2026
Summary: Miss X complained the Council failed to respond when she told it the care provider was increasing its hourly rate for her sister, Miss Y’s, care. Miss X said Miss Y’s care reduced and the family are in debt. There was fault in the way the Council delayed reviewing and increasing the direct payment amount and complaint handling was poor. This distressed Miss X and Miss Y was placed at risk of harm. The Council agreed to apologise, make a financial payment, take the actions it agreed to to increase the direct payment rate and remove the debt and evidence its service improvements.
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Statement Not upheld Charging 16-Jun-2026
Summary: There was no fault on the part of the Council in the charges it applied for the late Mr B’s care. There is no evidence Mr B or his relative Mr X were told by the Council the care would be free of charge.
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London Borough of Tower Hamlets (25 011 711)
Statement Upheld Charging 16-Jun-2026
Summary: Mr X complained about the Council’s handling of his care and support needs. We do not found fault in the overall progression of Mr X’s care and support planning or in the arrangements made for his direct payments once he confirmed he wished to proceed. However, we do find fault in the delay completing the financial assessment, the Council incorrectly advising Mr X he was required to contribute towards his care costs, failures to consistently record and implement agreed reasonable adjustments, and delays in complaint handling. These faults caused Mr X avoidable distress, frustration, uncertainty, and time and trouble. The Council has agreed to apologise and make a payment to Mr X.
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Staffordshire County Council (26 001 756)
Statement Closed after initial enquiries Charging 15-Jun-2026
Summary: We will not investigate this complaint about adult social care charging. The complaint is late, and it was reasonable to expect Mrs X to have complained to us sooner.
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Suffolk County Council (25 011 186)
Statement Upheld Charging 14-Jun-2026
Summary: The Council was at fault for delay completing the care act assessment, care and support plan and financial assessment and failing to share these with the family. It also failed to pause invoices when it had agreed to do so. The Council should apologise and make a financial payment to remedy the distress caused.
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Statement Closed after initial enquiries Charging 14-Jun-2026
Summary: We will not investigate this late complaint about delay in a deprivation of liberty being authorised in a care home. There is not a good reason for the delay in the complaint being brought to us.
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Rochdale Metropolitan Borough Council (25 002 451)
Statement Not upheld Charging 10-Jun-2026
Summary: Mrs E complains the Council has failed to properly assess charges for her son’s adult social care. He now has a large debt which is unaffordable. There was no fault in how the Council made its decision, or considered Mrs E’s appeal. This means we cannot consider the merits of the decision.
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East Sussex County Council (25 003 885)
Statement Not upheld Charging 10-Jun-2026
Summary: Mr X complained that the Council did not inform him that additional charges may be required to maintain his father, Mr Y’s, care home placement once his capital fell below the funding threshold. We have found no fault. The care home was arranged and funded privately. When Mr Y’s capital later reduced, the Council explained its funding limits and the need for a top-up if he remained in the same home.
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Wirral Metropolitan Borough Council (25 021 297)
Statement Closed after initial enquiries Charging 10-Jun-2026
Summary: We will not investigate this complaint about an invoice for care charges the Council sent to Miss X and the way it followed its debt recovery procedures. Any injustice is not significant enough to justify our involvement.
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Cheshire East Council (25 022 030)
Statement Closed after initial enquiries Charging 10-Jun-2026
Summary: We will not investigate this complaint about the way the Council considered funds held in a joint bank account when it completed a financial assessment. There is not enough evidence of fault to justify investigating.