London Borough of Croydon (25 006 602)

Statement Upheld Direct payments 24-Jun-2026

Summary: The Council was at fault in how it considered what funds Mrs W should have to pay for her social care support. It was also at fault in how it reviewed Mrs W’s needs. The fault caused Mrs W’s representative, Miss X avoidable frustration and meant Mrs W went without support she should have had. The Council will apologise to Miss X, make symbolic payments and make service improvements to prevent fault in future.

Bath and North East Somerset Council (25 009 296)

Statement Upheld Direct payments 24-Jun-2026

Summary: There was fault by the Council which failed to take reasonable steps to reach agreement before revising Mr Y’s care and support plan and failed to give reasons for a decision not to fund Shared Lives. This caused avoidable frustration and uncertainty. The Council has agreed to apologise, make symbolic payments to Mr Y and his relative Ms X and carry out a further review. It will also remind officers the Council has the legal power to fund activity costs.

Derby City Council (25 010 921)

Statement Not upheld Direct payments 24-Jun-2026

Summary: Miss X complains on behalf of Mr Y that the Council did not deal properly with his adult social care, causing avoidable distress and loss of care. The Council is not at fault.

Reading Borough Council (25 022 567)

Statement Closed after initial enquiries Direct payments 21-Jun-2026

Summary: We will not investigate this complaint about the Council’s decision to suspend Mr X’s direct payments. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.

North Lincolnshire Council (25 014 387)

Statement Not upheld Direct payments 18-Jun-2026

Summary: There is no fault on the part of the Council. The physiotherapy required by Mr X is a health need not an eligible social care need. The issues Mrs C experienced in July 2025 with her pre-paid card affected all users and were resolved at the time.

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.