London Borough of Hounslow (25 015 782)

Statement Upheld Charging 28-Jul-2026

Summary: There was fault by the Council. It took too long to complete financial assessments so that Miss X was not clear how much her mother would need to pay towards her care charges before the care started. It did not give information or advice to Miss X about the process or the charges, and did not fully respond to her complaint about this. This caused Miss X distress, frustration and uncertainty. The Council will apologise to Miss X, make a symbolic payment to recognise the impact on her, and remind staff that the care and support plan should include information about the financial assessment and a person’s contribution to their care charges.

Liverpool City Council (25 023 093)

Statement Upheld Charging 28-Jul-2026

Summary: We have upheld Mr Y’s complaint about the Council’s handling of his late relative's, Mrs X’s, care charges. The Council has agreed to waive some of the care charges. This provides a proportionate remedy for the injustice caused.

Nottingham City Council (25 023 646)

Statement Closed after initial enquiries Charging 27-Jul-2026

Summary: We will not investigate this complaint that the Council agreed to a payment plan to cover debts owed in care home fees and has now commenced legal action. It would be reasonable for the issues the complainant has raised to be mentioned as part of legal proceedings.

Liverpool City Council (25 025 445)

Statement Closed after initial enquiries Charging 27-Jul-2026

Summary: We will not investigate this complaint about the funding of Mrs X’s care because she is now deceased so we could not provide her with a remedy for any injustice caused by fault which might be uncovered during an investigation.

Hertfordshire County Council (25 023 911)

Statement Closed after initial enquiries Charging 26-Jul-2026

Summary: We will not investigate Mr X’s complaint about the Council’s decision his mother deprived herself of assets to avoid paying care home fees. There is not enough evidence of fault in the Council’s decision making to warrant us investigating. We will not investigate Mr X’s complaint about an allegation of fraud; this is because an investigation by the Ombudsman could not add any further meaningful outcome.

Lancashire County Council (25 012 337)

Statement Upheld Charging 23-Jul-2026

Summary: Miss X complained the Council wrongly decided to consider the funds raised by her property sale in its financial assessment. Miss X also complained the Council provided her with poor quality care. She said this caused significantly impacted her health and caused her financial strain. We find no fault with the Council’s decision making regarding the financial assessment. We do find fault with the care provided by the Council which caused Miss X some injustice. The Council has agreed to take service improvement action to remedy the injustice caused.

Cornwall Council (25 015 311)

Statement Upheld Charging 22-Jul-2026

Summary: I find fault with the Council for failing to carry out timely reviews of Mr Y’s financial assessment. However, the Council has already remedied this injustice. I find no fault by the Council in applying its policy for disability related expenditure.

Kent County Council (25 022 617)

Statement Closed after initial enquiries Charging 20-Jul-2026

Summary: We will not investigate this complaint about the Council failing to provide Mrs X with a breakdown of care costs for the care her aunt received. This is because further investigation would not lead to a different outcome.

Rochdale Metropolitan Borough Council (25 024 541)

Statement Closed after initial enquiries Charging 20-Jul-2026

Summary: We will not investigate Mr X’s complaint about adult care charges. This is because there is not enough evidence of fault to justify investigating.

Devon County Council (25 016 620)

Statement Not upheld Charging 16-Jul-2026

Summary: Ms X complained about the Council charging her father, Mr Y, for residential care fees after his move to a new care home. Ms X said the Council gave inconsistent information about the cost of the care and pressured the family to accept a particular placement. She said this caused the family distress and confusion. We have found no fault with the Council’s actions.