West Sussex County Council (23 017 969)

Statement Upheld Direct payments 29-Nov-2024

Summary: There was fault in the way the Council reviewed and changed a care plan. This has caused uncertainty about what the outcome would have been had all relevant matters been considered. The Council will apologise, make a symbolic payment and make service improvements. The Council has also agreed to carry out a reassessment.

West Sussex County Council (24 009 192)

Statement Upheld Direct payments 27-Nov-2024

Summary: We will not investigate Ms X’s complaint about delay in the Council setting up her direct payments. This is because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.

Worcestershire County Council (24 001 901)

Statement Upheld Direct payments 25-Nov-2024

Summary: Mr X complains the Council removed his access to a direct payment account and wrongly invoiced him for contributions and did not apologise. Mr X says this caused him avoidable and unnecessary distress. We find the Council at fault which caused injustice. The Council has agreed to apologise and make a payment to Mr X.

Liverpool City Council (24 006 618)

Statement Closed after initial enquiries Direct payments 14-Nov-2024

Summary: We will not investigate Mr X’s complaint about the Council charging him a contribution for his care and support. This is because there is insufficient evidence of fault.

Worcestershire County Council (24 009 841)

Statement Upheld Direct payments 14-Nov-2024

Summary: We will not investigate Mrs X’s complaint that the Council delayed in resolving her complaint about an invoice. This is because an investigation would not lead to any further findings or outcomes.

City of Bradford Metropolitan District Council (23 019 207)

Statement Upheld Direct payments 13-Nov-2024

Summary: Mr X complained the Council and ICB failed to work together to provide him with a budget for support. We found no fault by the ICB or Council in how they worked together to provide Mr X with a budget for support. We found fault by the Council in its reference to older legislation in its Direct Payments contracts, which caused frustration to Mr X. The Council has taken action to update the contracts, and has agreed to send Mr X an updated version.

Bolton Metropolitan Borough Council (24 008 040)

Statement Closed after initial enquiries Direct payments 08-Nov-2024

Summary: We will not investigate this complaint about contributions to the cost of adult social care and feeling threatened by the Council. It is unlikely an Ombudsman investigation would find any significant fault by the Council. It is unlikely we would add to the Council’s investigation or reach a different outcome.

West Sussex County Council (24 005 924)

Statement Closed after initial enquiries Direct payments 20-Oct-2024

Summary: We will not investigate this complaint about the Council’s decision relating to a personal budget, as well as transport costs, for Miss X’s daughter’s care and support needs. It is unlikely we would find fault.

London Borough of Croydon (23 014 682)

Statement Upheld Direct payments 10-Oct-2024

Summary: Miss X complained about the Council’s actions relating to the care of a late family member, Mr Y. We found fault because of poor communication from the Council and inadequate record keeping by a provider working on its behalf. We also found fault because the Council took too long to complete assessments for both Mr Y and Miss X, which led to linked delays in organising direct payments for Mr Y’s care. This caused Miss X avoidable frustration and distress. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Miss X and provide reminders to relevant officers.

East Sussex County Council (23 017 182)

Statement Upheld Direct payments 08-Oct-2024

Summary: Mrs Y complained on behalf of her mother, Mrs X. Mrs Y complained about how the Council dealt with securing a residential care home for Mrs X and how it dealt with her care charges. There were some faults by the Council which caused injustice to Mrs Y. The Council will take action to remedy the injustice caused.