Shropshire Council (25 005 709)

Statement Closed after initial enquiries Charging 07-Oct-2025

Summary: We will not investigate Miss X’s complaint that the Council requested she pay back an historic debt for care she says she either did not receive or which she considered sub-standard. There is not enough evidence of fault to justify an investigation.

Manchester City Council (25 004 867)

Statement Upheld Charging 07-Oct-2025

Summary: We will not investigate this complaint about charging for adult social care. We are satisfied with the action the Council has taken to waive outstanding charges. It is unlikely an Ombudsman investigation would achieve anything further.

London Borough of Bromley (24 020 888)

Statement Upheld Charging 06-Oct-2025

Summary: Mr X, complained of the Council’s handling of his mother’s, Mrs X’s, care package. The Council provided Mrs X with a copy of the financial assessment letter including the personal budget without delay so it was not at fault. It also cancelled the care package when requested without fault. However, the Council was at fault for overcharging Mrs X for the hours of care she received and failed to provide Mrs X with a copy of the estimated personal budget. The Council has agreed to reimburse Mrs X the money it overcharged her by to remedy the injustice caused.

Shropshire Council (25 002 279)

Statement Closed after initial enquiries Charging 05-Oct-2025

Summary: We will not investigate this complaint about the Council’s delay in completing its financial care assessment for Mrs X and its decision to charge for care services from the date they started. This is because there is not enough evidence of fault on the central point and any injustice is not significant enough to justify our involvement.

Gloucestershire County Council (24 019 290)

Statement Upheld Charging 02-Oct-2025

Summary: There was fault by the Council. The Council sent contradictory letters which caused confusion on whether the Council would fund a care home placement. This meant the transition from Council funded to self-funded care was not well managed and the complainants were not given the option of the Council managing the care, with the complainants paying the full cost. Reviewing the procedures to ensure they comply with the Care Act 2014 and paying the care home fees owed once the upper capital threshold would have been reached remedies the injustice caused.

Essex County Council (25 005 315)

Statement Closed after initial enquiries Charging 01-Oct-2025

Summary: We will not investigate this complaint about the Council’s decision to ask for a client contribution towards care and support costs. Any injustice is not significant enough to justify our involvement.

Gloucestershire County Council (25 001 580)

Statement Closed after initial enquiries Charging 30-Sep-2025

Summary: We will not investigate Ms X complaint about charging for adult social care because there is insufficient evidence of fault to justify our involvement.

London Borough of Ealing (25 003 295)

Statement Upheld Charging 30-Sep-2025

Summary: We have upheld Ms X’s complaint about the Council’s delay in assessing her mother, Mrs Y’s, contribution towards her care costs. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

Aethel Care Homes Ltd (24 014 381)

Statement Not upheld Charging 29-Sep-2025

Summary: Mrs Z, on behalf of her grandmother’s estate, complained a care provider failed to refund care charges and deposit after she died. The care home has closed and a winding up petition has been issued against the care provider. Administrators are now dealing with all outstanding liabilities and so we will discontinue our investigation as no worthwhile outcome can be achieved.

Gloucestershire County Council (24 019 097)

Statement Upheld Charging 29-Sep-2025

Summary: Mrs B complained that the Council failed to properly communicate with her about her mother’s care home fees, delayed issuing an invoice and unreasonably reported her to the Office of the Public Guardian. We find no fault in the way the Council told Mrs B about the amount she would need to pay, or its decision to report its concerns to the Office of the Public Guardian. But it delayed issuing an invoice, which caused Mrs B unnecessary distress. The Council has agreed to apologise to Mrs B and make service improvements.