Wiltshire Council (25 025 172)

Statement Closed after initial enquiries Direct payments 14-Sep-2026

Summary: We will not investigate this complaint about the Council issuing repayment depends for direct payments. There is not enough evidence of fault to warrant an investigation.

Liverpool City Council (25 019 334)

Statement Upheld Direct payments 13-Sep-2026

Summary: The Council took too long to arrange direct payments after agreeing Ms Y, Mr X’s relative, could support Mr X. It has agreed to apologise to Mr X for the frustration this caused and make a payment to Ms Y to acknowledge the unpaid support she provided. We have not investigated the original delay in assessing Mr X’s needs and reaching a decision on Ms Y supporting him as the complaint was late. It was open to Mr X to complain to us at the time and there are no good reasons to consider this now.

Kirklees Metropolitan Borough Council (25 007 342)

Statement Upheld Direct payments 10-Sep-2026

Summary: Miss X complained about the Council’s actions relating to her relative, Miss Y’s, care and support plan. We found fault because the Council failed to adequately explain that direct payments in Miss Y’s plan were being removed. This caused Miss Y avoidable distress and frustration. To remedy this injustice, the Council has agreed to apologise to Miss Y.

Wigan Metropolitan Borough Council (25 012 092)

Statement Not upheld Direct payments 05-Aug-2026

Summary: Ms Y, an advocate, complained on behalf of Ms X that the Council wrongly asked Ms X to pay a top up after she engaged a care provider with a higher hourly rate. There is no fault by the Council as there is nothing to confirm a social worker said surplus funds in the direct payment account could be used.

Cheshire East Council (25 012 774)

Statement Upheld Direct payments 28-Jul-2026

Summary: There was fault by the Council for the time taken to process Ms X’s direct payment application. This meant Ms X had to wait longer than she should have to start to receive the payments. To remedy the injustice caused the Council agreed to apologise and make a payment to Ms X to recognise the distress caused by the delay.

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.

Bath and North East Somerset Council (25 011 353)

Statement Not upheld Direct payments 16-Jul-2026

Summary: Mrs D complains about the Council’s refusal to pay her to manager her daughter’s direct payment account and for not carrying out a joint care and carer’s assessment. We do not uphold the complaint as the Council provided cogent reasons why it would not be appropriate for Mrs D to effectively pay herself, when other options are available.

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.