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Worcestershire County Council (21 005 339)

Category : Adult care services > Direct payments

Decision : Upheld

Decision date : 27 Apr 2022


Key to names used

Ms X The complainant


Ms X complained Worcestershire County Council (the Council) took too long to put in place a direct payment for her care. She said this caused her distress and meant she did not receive appropriate care.


Fault found causing injustice and recommendations made.


The Council must consider the report and confirm within three months the action it has taken or proposes to take. The Council should consider the report at its full Council, Cabinet or other appropriately delegated committee of elected members and we will require evidence of this. (Local Government Act 1974, section 31(2), as amended)

To remedy the injustice, we recommend the Council:

  • apologises for the fault identified in this report and the impact on Ms X;

  • pays her £3,000 to reflect the impact on her of the lack of care and support caused by its delay;

  • updates us on its progress with putting in place the direct payment; and

  • identifies other cases where there was a delay in putting in place a direct payment and remedies any injustice to those affected in line with our Guidance on Remedies.

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