Direct payments


Recent statements in this category are shown below:

  • Liverpool City Council (18 008 110)

    Statement Not upheld Direct payments 16-Sep-2019

    Summary: The complainant says the Council did not properly manage his direct payments account resulting in a shortfall in that account. The Council says it calculated the complainant's contribution to care costs following notice of changes in his benefit income. It sent a letter explaining how he should pay his contribution into the direct payments account. The Council also explained the direct payment account can only be used to pay for approved respite care and it had concerns about some withdrawals made. The Ombudsman finds the Council acted without fault in managing the direct payments account and in meeting the complainant's social care needs.

  • West Sussex County Council (18 008 190)

    Statement Upheld Direct payments 12-Sep-2019

    Summary: Mr Y complains the Council failed to properly fund his mother's care and support plan, resulting in his loss of respite and wages as carer. The Ombudsman finds the Council at fault in its handling of Mr Y's complaint. We recommend the Council provides Mr Y with an apology, pays an amount for time, trouble and distress and provides further reasons for its decision on funding.

  • Hampshire County Council (18 007 332)

    Statement Upheld Direct payments 12-Sep-2019

    Summary: Mr X complains the Council failed to deal properly with his request for an increase in his daughter's direct payments. While accepting it has not dealt with this matter properly, the Council has also failed to pay an increase in the cost of the daughter's live-in carer. It needs to correct this error and pay financial redress to Mr X for the time and trouble it has put him to.

  • London Borough of Camden (18 019 179)

    Statement Not upheld Direct payments 11-Sep-2019

    Summary: Mr X complained that since 2012, the Council failed to pay him his full personal budget for his assessed care needs. The Council was not at fault.

  • Hertfordshire County Council (18 000 171)

    Statement Upheld Direct payments 04-Sep-2019

    Summary: The complaint is about the transfer of Ms A's care when she moved from Hertfordshire to Kent. There was fault by both councils. Hertfordshire failed to review Ms A's care and support plan. And Kent failed to complete a full assessment or care and support plan and failed to explain the difference in its personal budget. Both councils actions caused Ms A avoidable distress. Each council will apologise and pay her £150.

  • Lancashire County Council (18 012 467)

    Statement Upheld Direct payments 02-Sep-2019

    Summary: The Council failed to follow its policy when recouping an overpayment of direct payments from Mrs X's account by failing to notify her of the amount it would recoup and when. This is fault. The Council has agreed to make service improvements and to provide Mrs X with a payment of £150 and an apology for failing to adequately address her concerns raised in her complaints.

  • North Yorkshire County Council (19 002 851)

    Statement Not upheld Direct payments 28-Aug-2019

    Summary: Ms X complains the Council has failed to deal properly with the request to repay funds from her late mother's direct payment account. There is no evidence of fault by the Council over its request.

  • Staffordshire County Council (19 005 116)

    Statement Upheld Direct payments 23-Aug-2019

    Summary: The Ombudsman will not investigate Ms A's complaint about the time it has taken the Council to decide she should be paid a paid carer for her brother, Mr B as there are exceptional circumstances. This is because the Council has agreed Ms A and her partner can be Mr B's paid personal assistants and backdated payments to October 2018. There is no unremedied injustice for the Ombudsman to consider.

  • London Borough of Bromley (18 012 632)

    Statement Upheld Direct payments 05-Aug-2019

    Summary: Mrs Y complains the Council has not paid the correct direct payments in respect of her disabled son, Mr X. The direct payments stopped due to an administrative error in August 2016. Mrs Y has not managed the direct payment account properly and the Council has not properly audited the account. In order to ascertain whether any money is owed by the Council it should now properly audit the direct payments from when they were first paid.

  • Lancashire County Council (18 012 204)

    Statement Upheld Direct payments 05-Aug-2019

    Summary: Miss B complained about how the Council carried out her social care assessment, the information it gave her, its recovery of direct payments and its refusal to accept her mother as her personal assistant. There is fault in how the Council approached the assessment, how it shared information and set up the direct payments and in how it considered Miss B's request for her mother to be her personal assistant. Miss B did not miss out on any provision. That is because her mother continued to provide the support. However, it led to Miss B's mother having to go to time and trouble to pursue the complaint and caused her distress. An apology, payment to Miss B's mother and arrangements for a new panel to consider her request for her mother to be her personal assistant is satisfactory remedy for the injustice caused.