Summary

The Council failed to ensure Ms M’s son, Mr N, could receive the level of care that he was entitled to. Mr N has lost out on provision and Ms M, who wanted to support him, has been caused distress and time and trouble. This has been made worse because although Ms M complained to the Council, it failed to deal with this complaint.

Finding

The Ombudsman upheld the complaint and fault found causing injustice.

Recommendations

To remedy the injustice caused, we recommend that, the Council has agreed to:

• pay £2,865 to reflect the time, trouble and distress it caused to Ms M and Mr N; and,
• apologise for the fault identified in this report.

And, to improve services for others in the future, it will also:

• ensure care and support is reviewed at least on an annual basis;
• ensure that money paid periodically for a fixed period of care is paid at specific times and in specific amounts;
• review its use of ‘holding accounts’ so emergency money sent to individuals is immediately
• accessible; and train officers so parts of complaints are not missed from responses.

Ombudsman satisfied with Council's response: 24 August 2018.

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