Privacy settings

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Suffolk County Council (17 018 391)

Category : Adult care services > Direct payments

Decision : Upheld

Decision date : 08 Apr 2019

Summary: Mr & Mrs J complain the Council was wrong to reduce their support hours in 2016, has failed to rectify the error during subsequent reviews and was wrong to exclude Mrs K from meetings as their chosen communicator guide.


The Ombudsman upheld the complaint and found fault causing injustice.


We recommend the Council:

  • writes to Mr & Mrs J apologising for its failings;
  • pays them £500 for the distress they have been caused;
  • writes to Mrs K apologising for the trouble she has been caused;
  • pays Mrs K £250 for the trouble she has been put to in pursuing the complaint;
  • reassess Mr & Mrs J’s needs and updates their care and support plans;
  • ensures Mr & Mrs J are supported by Mrs K, if that is what they want, through the assessment and planning process; and
  • considers what action it needs to take to make sure:
    • assessments are complete and accurate;
    • care and support plans comply with the statutory guidance;
    • people are supported through the assessment and planning processes by anyone they want;
    • it does not allow disputes over personal budgets, and how care needs should be met, prevent it from completing care and support plans; and
    • mental capacity assessments comply with the requirements of the Mental Capacity Act 2005 and the Mental Capacity Act Code of Practice.

Print this page