Direct payments


Recent statements in this category are shown below:

  • Kirklees Metropolitan Borough Council (18 011 052)

    Statement Upheld Direct payments 20-May-2019

    Summary: Miss X complains the Council failed to assess her needs properly in March 2018, resulting in a significant cut in her personal budget. When the Council identified changes in her circumstances it should have done a needs assessment. The failure to do so means it is unclear whether it is providing enough help to meet her eligible care needs. The Council should do a needs assessment and take action to make sure it does them when necessary in future.

  • Nottinghamshire County Council (18 012 814)

    Statement Upheld Direct payments 08-May-2019

    Summary: Mrs X complained fault by the Council led to her mother overpaying for home care. The Ombudsman finds the Council was at fault for not providing enough information when Mrs X's mother moved from funding her care privately to getting direct payments from the Council. The Council has agreed to give Mrs X further written explanations and, if her mother paid the care agency more than she should have done, refund the difference. It will also amend staff guidance to prevent the fault recurring.

  • Norfolk County Council (17 003 431)

    Statement Not upheld Direct payments 08-May-2019

    Summary: There was no significant fault by the Council. The direct payments it paid to Ms B covered the cost of the support her live-in carers provided when a suitable respite placement could not be found.

  • London Borough of Lewisham (18 009 712)

    Statement Not upheld Direct payments 08-May-2019

    Summary: It was not fault on the part of the Council to expect Mr X to use its pre-paid card to access his Direct Payments in the absence of evidence the system would not work for him.

  • Wirral Metropolitan Borough Council (18 009 040)

    Statement Upheld Direct payments 30-Apr-2019

    Summary: Miss X says the Council is at fault because it has not allowed her to modify her personal budget so that she can employ a personal assistant. The Ombudsman recommended the Council review its decision. It has done so and agreed to provide Miss X with a budget that will allow her to employ a suitable personal assistant. For this reason, the Ombudsman has ended his investigation of this complaint.

  • Surrey County Council (18 011 536)

    Statement Upheld Direct payments 29-Apr-2019

    Summary: Ms X and Ms Y complained the Council reduced their mother's direct payments but her care needs had not changed. The Council calculated their mother's personal budget based on its assessments of her needs. It has explained how the budget is sufficient to meet those needs, based on its experience of costs within the local care provider market. The Council took too long to respond to Ms X and Ms Y's complaint. It has apologised which is appropriate to remedy the injustice.

  • London Borough of Hillingdon (17 016 412)

    Statement Upheld Direct payments 17-Apr-2019

    Summary: Mrs F complains the Council failed to provide the care and support to meet her son's eligible care needs. The Ombudsman has found fault causing injustice. The Council has agreed to apologise, make a payment and consider how to meet his needs.

  • Oxfordshire County Council (17 018 339)

    Statement Upheld Direct payments 05-Apr-2019

    Summary: Mrs X complained the Council failed to provide adequate support to her daughter, Ms D, to help her manage her direct payments. It also failed to pay Mrs X properly when she acted as Ms D's personal assistant. The Council was at fault as it failed to pay Mrs X appropriately as a personal assistant for Ms D. It failed to take appropriate steps and let the situation drift when Mrs X and Ms D did not sign the support plan and direct payment agreement. The Council has agreed to pay Mrs X £9,100 to acknowledge the support she provided to Ms D and to pay her an additional £1,000 in recognition of the additional carer's strain the Council's faults caused her. It has also agreed to remind staff of the need to ensure suitable payment arrangements are in place when carers are paid under an exceptional circumstances agreement.

  • Buckinghamshire County Council (17 016 036)

    Statement Upheld Direct payments 02-Apr-2019

    Summary: The Ombudsmen find fault in the way a Council and Trust stopped a service user's Direct Payment. It had not properly established if alternative provision was in place, and it did not properly address concerns about use of the payments. The Ombudsmen also find fault in the way the Council made a back payment for an earlier period of care. The Ombudsmen recommend an apology, reimbursement of lost payments and a small compensatory payment.

  • Knowsley Metropolitan Borough Council (18 002 348)

    Statement Upheld Direct payments 02-Apr-2019

    Summary: Mrs X complains the Council has reduced the direct payments she receives for her sister (Ms Y). There is no fault in the way the Council reached its decision. The Council failed to properly review Ms Y's care plan in previous years but this caused her no injustice.