Recent statements in this category are shown below:
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Hampshire County Council (24 007 579)
Statement Upheld Charging 06-Jan-2026
Summary: Miss X complained about the Council’s handling of her mother’s care. We find the Council at fault for failing to correctly record Mrs B’s hospital admission as a permanent planned change. This means Mrs B was incorrectly charged for care. The Council has agreed to recalculate Mrs B’s care charges and issue a revised invoice to Mrs B’s estate.
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London Borough of Redbridge (25 009 089)
Statement Upheld Charging 06-Jan-2026
Summary: We will not investigate this complaint about the Council’s contact with the complainant about his care and support and charges for care. The Council confirmed it would review the complainant’s care and support needs and complete a financial assessment when it responded to his complaint. Any injustice was remedied during the Council’s complaint investigation. We cannot add to the Council’s previous investigation.
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Staffordshire County Council (24 016 631)
Statement Not upheld Charging 05-Jan-2026
Summary: Mrs X complained about the Council’s decision to classify her late father’s care home placement as permanent, rather than temporary. She also complained the Council failed to explain the implications of signing a deferred payment agreement, and it gave misleading advice about it. We do not find the Council was at fault.
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Statement Upheld Charging 23-Dec-2025
Summary: The complaint is the Council gave incorrect advice to Mr B which led to him agreeing to move his mother between nursing homes, on the understanding nothing would change in her care and support. But instead the Council carried out an assessment and Mr B’s mother was liable for her care costs. The Council then delayed responding to his complaint and said it had sent a response when it had not. The Ombudsman’s decision is there is no documentary evidence of the Council’s involvement in the move or in giving the family any advice. There was some delay in its carrying out an assessment and responding to Mr B’s complaint. But these did not cause a significant enough injustice to warrant a further remedy.
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Kent County Council (25 006 254)
Statement Closed after initial enquiries Charging 23-Dec-2025
Summary: Representatives for the late Mrs X complained that she did not receive the care and support she should have in a short-term residential care unit operated by Kent County Council and Kent Community Health NHS Foundation Trust. We decided not to investigate the complaint. Mrs X has died, so an investigation would not achieve a remedy for her.
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Cheshire West & Chester Council (25 005 050)
Statement Upheld Charging 19-Dec-2025
Summary: Mr B complained that the Council had sent him invoices for dates when a service had not been provided and he said the invoices were confusing and lacked transparency. The Council has already upheld Mr B’s complaint and we agree there was fault. The Council has agreed to pay a symbolic financial remedy and carry out a service improvement.
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Statement Not upheld Charging 17-Dec-2025
Summary: There is no fault in the Council’s decision not to disregard capital from March to December 2024 when carrying out a financial assessment for care home fees. The financial injustice to Mr X, caused by the late payment of the mortgage, was not the fault of the Council.
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Sunderland City Council (25 010 271)
Statement Closed after initial enquiries Charging 17-Dec-2025
Summary: We will not investigate this complaint about adult social care charges. There is not enough evidence of fault or injustice. The Council has given a thorough response which it is unlikely we would add to.
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London Borough of Brent (24 021 623)
Statement Upheld Charging 15-Dec-2025
Summary: Mr X complained the Council has charged Mrs Y for more care hours than she received each week. He also complained that the care provider did not provide the agreed level of support. We found the errors and lack of clarity in the way the Council billed Mrs Y is fault. As was the failure to ensure Mrs Y consistently received the agreed level of care. These faults have caused Mrs Y and Mr X an injustice. Mrs Y did not receive the care she needed and had paid for. The Council will apologise and make payments to Mrs Y and Mr X. It will also review Mrs X’s care charges and its monitoring arrangements.
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Essex County Council (24 022 753)
Statement Upheld Charging 15-Dec-2025
Summary: Miss X complained on behalf of her late mother, Mrs Y, about the Council’s handling of care charges while Mrs Y was in residential care. Miss X complains the Council failed to provide information about care charges in a timely manner and invoiced Mrs Y for increased care charges without prior discussion. Miss X says the Council’s actions caused significant avoidable distress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and make service improvements.