Direct payments

Recent statements in this category are shown below:

  • City of York Council (19 019 511)

    Statement Upheld Direct payments 22-Feb-2021

    Summary: Ms C complained the Council failed to take her specific situation into account, including her need for reasonable adjustments, when it transferred her case to another social worker and throughout her care review. We found fault with regards to some of the Council's actions, especially in relation to the delay in transferring Ms C's case to a new social worker and providing clarity about what would happen to her Direct Payments. The Council has agreed to apologise and pay a financial remedy for any distress it caused Ms C. The Council will also review guidance it provides to clients about what they cannot use a Direct Payment for.

  • Liverpool City Council (20 001 238)

    Statement Upheld Direct payments 11-Feb-2021

    Summary: Mr C complains on behalf of Ms B and her mother Mrs B that the Council unreasonably delayed between October 2018 and February 2019 in confirming it would allow direct payments and refused to backdate these payments to October 2018. We have stopped investigating this complaint because the Council has taken action which has resolved the outstanding issue and no further action by the Ombudsman is needed.

  • West Sussex County Council (19 018 597)

    Statement Upheld Direct payments 11-Feb-2021

    Summary: Ms B complained that the Council reduced her daughter's personal budget despite the fact her needs had not changed and paid an incorrect direct payment each week. She also said it failed to complete a carer's assessment for her. We found the Council was at fault in paying Ms B less than it should have towards recruitment costs, but it has now rectified this. It also failed to check whether Ms B still wanted a carer's assessment in light of information provided by Carer's Support which completes assessments on the Council's behalf. However, this did not cause her a significant injustice.

  • North Yorkshire County Council (19 012 596)

    Statement Upheld Direct payments 02-Feb-2021

    Summary: There was fault in the way the Council assessed Mr and Mrs B's income to decide what contribution Mr B had to pay towards his care package. There was poor communication about the decision making. The Council also did not properly consult before it changed its policy on how it calculated the contribution. The Council has agreed to apologise to Mr and Mrs B and offer them a new financial assessment and a financial remedy. The Council has already addressed the change in the policy and reversed the policy.

  • Reading Borough Council (20 005 692)

    Statement Not upheld Direct payments 27-Jan-2021

    Summary: The Council was not at fault in its consideration of Mr X's needs. He requested funding (through direct payments) for a health need which the Council is not legally able to support.

  • London Borough Of Barnet (19 011 268)

    Statement Upheld Direct payments 15-Jan-2021

    Summary: Mr K complains about a delay in reviewing his support needs. And that the Council refused to agree to provide the support he needs to care for his son. We cannot decide whether Mr K needs all the support he requests. But we do uphold the complaint, because the Council did not provide any extra support when it could not agree a revised support plan with Mr K. The Council has agreed to our recommendations.

  • Hertfordshire County Council (19 019 240)

    Statement Upheld Direct payments 15-Jan-2021

    Summary: Mr P complained that the Council and Trust stopped his direct payment without telling him, and did not give him the information he needed about how direct payments worked. The Trust, on behalf of the Council, apologised and paid Mr P a financial remedy. They also made improvements to how direct payments are managed following Mr P's complaint.

  • Coventry City Council (20 001 521)

    Statement Not upheld Direct payments 06-Jan-2021

    Summary: Mr X complained about the Council's decision to prevent him from using his direct payments to employ his wife as a carer. The information provided shows the Council is now conducting a fraud investigation in respect of how Mr X has used his direct payments. As a result it is not appropriate for us to investigate this matter further and so we will use our general discretion to discontinue the investigation.

  • London Borough of Camden (20 000 763)

    Statement Upheld Direct payments 05-Jan-2021

    Summary: Mr X complained the Council stopped his brother, Mr B's direct payments in 2016 and also reduced his package of care by 21 hours a week. The Council was at fault when it stopped Mr B's direct payments without taking steps to resolve any issues, accused Mr X of withholding the excess funds and failed to provide the majority of Mr B's care package. The Council has agreed to apologise to the family and pay them £2,300 for the effects of the missed provision and unnecessary and prolonged additional carers' strain this caused them. It has also agreed to review its procedures.

  • London Borough of Hounslow (20 001 966)

    Statement Not upheld Direct payments 05-Jan-2021

    Summary: Mr B complained that the Council made unreasonable demands by insisting his personal assistant registered with a payroll company before it would make direct payments. Mr B said he was unable to employ his preferred carers or find anyone else. We cannot find fault with the actions of the Council: it was reasonable to require basic checks on prospective personal assistants to protect public money and service users from fraud.

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