Essex County Council (25 007 190)

Statement Not upheld Direct payments 30-Jan-2026

Summary: Mr X complained the Council stopped his direct payments, withdrew an increase in care hours, and gave confusing information. I find no fault in the way the Council made its decision about the direct payments. There was a minor error in the Council’s complaint response, but there is no evidence that this caused Mr X significant injustice.

Hertfordshire County Council (24 019 441)

Statement Upheld Direct payments 29-Jan-2026

Summary: Miss X complained the Council refused to pay for essential care and support family members gave to Miss Y between October 2023 and March 2024 when Miss Y’s care package from a care provider broke down. The Council was at fault for failing to clearly set out what information it needed to consider Miss X’s request for a backdated direct payment at the material time she raised it. This caused uncertainty and avoidable frustration. The Council was also at fault for delay responding to Miss X’s complaint. It agreed to apologise and provide a written decision on the backdated direct payment request.

Lincolnshire County Council (25 010 789)

Statement Upheld Direct payments 13-Jan-2026

Summary: We will not investigate this complaint about charging for adult social care. The Council has increased the personal budget and will backdate any overpayment. The Council has given a detailed response about requests for disability related expenditure and will consider this further if it receives supporting evidence. We are satisfied with the Council’s actions in response to the complaint and it is unlikely we would add anything further.

Redcar & Cleveland Council (24 019 078)

Statement Upheld Direct payments 11-Dec-2025

Summary: Mr and Mrs X complained about the Council’s management of their direct payments, delays in completing care plans and a carer’s assessment and poor record keeping. We found fault by the Council in its management of Mr X and Mrs X’s direct payments and delays in completing care plans and a carers assessment. The Council agreed to our recommendations to remedy the injustice caused to Mr and Mrs X.

Brighton & Hove City Council (24 023 076)

Statement Not upheld Direct payments 10-Dec-2025

Summary: Mx X complains for Ms Y the Council was at fault in the way it provided her with care and support. We have found no evidence of fault in the way the Council considered these matters. So have completed our investigation.

West Northamptonshire Council (25 007 480)

Statement Closed after initial enquiries Direct payments 01-Dec-2025

Summary: We will not investigate Mr X’s complaint the Council provided contradictory information about his direct payment. There is not enough evidence of fault to justify our involvement.

Suffolk County Council (25 008 384)

Statement Closed after initial enquiries Direct payments 26-Nov-2025

Summary: We will not investigate this complaint about payment for adult social care. This is because there is not enough evidence of fault in the Council’s decision making.

Kingston Upon Hull City Council (25 003 785)

Statement Upheld Direct payments 25-Nov-2025

Summary: We will not investigate this complaint about funding of adult social care. We are satisfied with the actions the Council has taken in response to the complaint. It has accepted fault, apologised for the distress caused and waived over £400 of client contribution. The Council has explained its calculations.

Suffolk County Council (24 014 812)

Statement Closed after initial enquiries Direct payments 20-Nov-2025

Summary: We will not investigate this complaint about how the Council supported Mrs X with direct payments. There is not enough evidence of fault to justify our involvement.

Sheffield City Council (25 005 813)

Statement Closed after initial enquiries Direct payments 13-Nov-2025

Summary: We will not investigate Mr S’s complaint about the Council’s management of Ms X’s direct payments account. This is because an investigation would be unlikely to result in a different result.