Recent statements in this category are shown below:
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Report Upheld Charging 18-Mar-2024
Summary: The Local Government and Social Care Ombudsman investigated a complaint about charging for residential care.
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North Somerset Council (23 006 699)
Statement Upheld Charging 23-Feb-2024
Summary: Mr Y complains about the Council’s decision to allow an increase in the fees paid for his mother’s residential care home placement through a Deferred Payment Agreement. He also complains about the Council’s handling of his complaint. We find the care home and the Council notified Mr Y of the upcoming increase. We also find there is limited injustice because Mr Y had the opportunity to review his options in the event he was not happy with the new fees. However, there is some fault in the Council’s handling of the complaint which it has apologised for.
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London Borough of Hillingdon (23 007 238)
Statement Upheld Charging 23-Feb-2024
Summary: Mrs X complained the Council charged for days when her husband, Mr X, could not attend his usual day care centre for support. The Council was at fault for giving Mrs X incorrect information about the need to give 24 hours’ notice for non-attendance at the day care centre. It agreed to apologise and has waived the charges for days Mr X could not attend.
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Statement Upheld Charging 22-Feb-2024
Summary: Mr A complained about the way a Council and two NHS Trusts arranged for his mother to move into a care home following a short admission in hospital. We have not found fault with the decision to offer a respite placement. Further, we have not found fault with the Council’s actions when the respite period came to an end. However, we have found fault that a care home, acting on behalf of the Council, destroyed records too early. This caused frustration and will leave uncertainty. The Council agreed to provide an apology and to take steps to help prevent recurrences.
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Elite Care Professionals Limited (23 015 887)
Statement Closed after initial enquiries Charging 21-Feb-2024
Summary: We will not investigate Mr B’s complaint about his late mother’s, Mrs C’s, care provider charging for her care. This is because there is not enough evidence of fault with the actions taken by the Care Provider to warrant an ombudsman investigation.
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East Riding of Yorkshire Council (23 009 308)
Statement Upheld Charging 20-Feb-2024
Summary: Ms A complained about the way the Council dealt with a request for a financial assessment for her father. She complained the Council delayed in providing the assessment and failed to respond to her adequately. The Council is at fault here. We recommend the Council remind staff of the importance of processing assessments in a timely manner.
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Bournemouth, Christchurch and Poole Council (23 015 329)
Statement Closed after initial enquiries Charging 19-Feb-2024
Summary: We will not investigate this complaint about the Council charging Mr C for care he received on discharge from hospital in 2022. This is because further investigation by us could not add to the Council’s response.
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London Borough of Havering (23 013 923)
Statement Closed after initial enquiries Charging 19-Feb-2024
Summary: We will not investigate this complaint about the Council charging Mrs X’s father for his care. Mrs X says they were told her father’s reablement care would be free. This is because there is insufficient evidence of fault.
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Lancashire County Council (23 005 647)
Statement Upheld Charging 16-Feb-2024
Summary: Mrs X complained the Council provided wrong invoices for her late mother’s care and failed to reply to her complaints about this matter. The Council has accepted it was at fault. It has already apologised and offered a payment in recognition of the time and trouble and frustration caused to Mrs X. The Council has also agreed to carry out a written review of the case to prevent a recurrence of the fault we found.
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East Sussex County Council (23 006 906)
Statement Upheld Charging 16-Feb-2024
Summary: Ms X complained about how the Council charged for her care. The Council was at fault for delays during the assessment process after Ms X was discharged from hospital and failing to share important information about her care charges. The Council has agreed to remedy Ms X’s injustice.