Telford & Wrekin Council (25 001 925)

Statement Upheld Direct payments 01-Jun-2026

Summary: The Council’s calculation of Mrs X’s contribution towards her care package was incorrect which led it to wrongly tell her she had a debt to pay, the Council failed to carry out a carer assessment for Mrs X’s husband and sent Mrs X communications which were not in accordance with her reasonable adjustments. That caused Mrs X distress, led to her feeling unable to reinstate her care package and left her with uncertainty. An apology, payment to Mrs X, completion of a care review to include a carers assessment, a breakdown of the Council’s calculations for the amount Mrs X overpaid and guidance to officers is satisfactory remedy.

Stockport Metropolitan Borough Council (25 016 069)

Statement Closed after initial enquiries Direct payments 31-May-2026

Summary: We will not investigate this complaint about how the Council met Mrs X’s care needs after stopping her direct payments. There is insufficient evidence of fault by the Council and further investigation by us would not lead to a different outcome.

Buckinghamshire Council (25 019 765)

Statement Closed after initial enquiries Direct payments 31-May-2026

Summary: We will not investigate this complaint about the Council’s funding of Ms X’s daughter’s care. This is because there is insufficient evidence of fault and significant injustice.

Bath and North East Somerset Council (25 007 077)

Statement Upheld Direct payments 26-May-2026

Summary: Mr X complained the Council stopped Mr Z’s funding for activities. There was fault by the Council. It wrongly recorded Mr X and Mr Z agreed with the revised care and support plan and did not share a copy with Mr X. This was fault causing avoidable confusion. The Council will apologise and amend Mr Z’s care and support plan to record the areas of outstanding disagreement. It will also provide Mr X with a copy of the revised plan.

Cheshire West & Chester Council (25 019 321)

Statement Closed after initial enquiries Direct payments 20-May-2026

Summary: We will not investigate this complaint about direct payments and an alleged failure to make reasonable adjustments. This is because the complaint is late and it is unlikely we would find fault with the Council.

Devon County Council (25 018 318)

Statement Upheld Direct payments 18-May-2026

Summary: We upheld Ms X’s complaint about Mr Y’s direct payments. The Council agreed to resolve the complaint by providing a proportionate remedy for the injustice caused.

Hertfordshire County Council (25 010 449)

Statement Upheld Direct payments 14-May-2026

Summary: On behalf of Mr Y, Mr X complained the Council failed to provide a suitable direct payment and asked unnecessary questions when completing a financial assessment. We find the Council at fault for failing to provide relevant information relating to Mr Y’s care charges. This has caused Mr Y and Mr X distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment and improve its information about live-in care charges.

Buckinghamshire Council (25 017 100)

Statement Upheld Direct payments 27-Apr-2026

Summary: We will not investigate this complaint about use of direct payments for a carer who is meeting adult social care needs. There was some delay by the Council to arrange a review, but it did not cause a significant injustice. The review has not taken place, but that is the choice of the complainant. We are satisfied with the actions the Council took in response to the complaint. The parties now need to agree the review to decide the support plan.

Cornwall Council (25 018 973)

Statement Closed after initial enquiries Direct payments 26-Apr-2026

Summary: We will not investigate this complaint about the Council’s decision about direct payments for Mr X. This is because the complaint is late and there is no good reason to look at it now.

Newcastle upon Tyne City Council (25 018 794)

Statement Closed after initial enquiries Direct payments 23-Apr-2026

Summary: We will not investigate Ms X’s complaint the way the Council handled its enquiries about her direct payments. This is because the complaint is late and there is no good reason to investigate it now.