West Sussex County Council (25 015 459)

Statement Upheld Direct payments 21-Jul-2026

Summary: Miss X complained the Council reduced her adult daughter's care package, failed to provide sufficient funding for her preferred day service, transport and respite, and provided incorrect information about the registration status of the preferred provider. We have not revisited the Council's 2023 funding decision, as this was previously considered and no materially new evidence has been identified. The Council accepted and apologised for the incorrect information it provided about the provider's registration status, and no further fault is found in its actions.

Buckinghamshire Council (25 022 750)

Statement Closed after initial enquiries Direct payments 21-Jul-2026

Summary: We will not investigate this complaint about the Council’s request for repayment of Direct Payments. This is because there is not enough evidence the Council is at fault to justify an investigation.

Essex County Council (25 010 580)

Statement Upheld Direct payments 16-Jul-2026

Summary: The Council was at fault. It delayed reaching a decision and caused confusion on whether Mrs X could be paid as her adult son, Mr Y’s, personal assistant and if Mrs X’s husband, Mr X, could become Mr Y’s direct payment signatory. This caused Mr and Mrs X uncertainty and frustration. The Council will apologise and make a symbolic payment.

London Borough of Lewisham (25 011 369)

Statement Not upheld Direct payments 06-Jul-2026

Summary: Mrs X complained on behalf of Mr Y that the Council wrongly suspended his direct payments while he was in hospital. There was no fault in the actions of the Council.

London Borough of Croydon (25 006 602)

Statement Upheld Direct payments 24-Jun-2026

Summary: The Council was at fault in how it considered what funds Mrs W should have to pay for her social care support. It was also at fault in how it reviewed Mrs W’s needs. The fault caused Mrs W’s representative, Miss X avoidable frustration and meant Mrs W went without support she should have had. The Council will apologise to Miss X, make symbolic payments and make service improvements to prevent fault in future.

Bath and North East Somerset Council (25 009 296)

Statement Upheld Direct payments 24-Jun-2026

Summary: There was fault by the Council which failed to take reasonable steps to reach agreement before revising Mr Y’s care and support plan and failed to give reasons for a decision not to fund Shared Lives. This caused avoidable frustration and uncertainty. The Council has agreed to apologise, make symbolic payments to Mr Y and his relative Ms X and carry out a further review. It will also remind officers the Council has the legal power to fund activity costs.

Derby City Council (25 010 921)

Statement Not upheld Direct payments 24-Jun-2026

Summary: Miss X complains on behalf of Mr Y that the Council did not deal properly with his adult social care, causing avoidable distress and loss of care. The Council is not at fault.

Reading Borough Council (25 022 567)

Statement Closed after initial enquiries Direct payments 21-Jun-2026

Summary: We will not investigate this complaint about the Council’s decision to suspend Mr X’s direct payments. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.

North Lincolnshire Council (25 014 387)

Statement Not upheld Direct payments 18-Jun-2026

Summary: There is no fault on the part of the Council. The physiotherapy required by Mr X is a health need not an eligible social care need. The issues Mrs C experienced in July 2025 with her pre-paid card affected all users and were resolved at the time.

Telford & Wrekin Council (25 001 925)

Statement Upheld Direct payments 01-Jun-2026

Summary: The Council’s calculation of Mrs X’s contribution towards her care package was incorrect which led it to wrongly tell her she had a debt to pay, the Council failed to carry out a carer assessment for Mrs X’s husband and sent Mrs X communications which were not in accordance with her reasonable adjustments. That caused Mrs X distress, led to her feeling unable to reinstate her care package and left her with uncertainty. An apology, payment to Mrs X, completion of a care review to include a carers assessment, a breakdown of the Council’s calculations for the amount Mrs X overpaid and guidance to officers is satisfactory remedy.