Suffolk County Council (17 018 391)
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.
Finding
The Ombudsman upheld the complaint and found fault causing injustice.
Recommendations
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.