Statement Not upheld Direct payments 04-Jul-2022
Summary: Ms B says the Council does not provide enough money to meet Mr C's adult social care needs. The Council has acted correctly to assess care and support needs and provide a personal budget for live in care. The Council gives Mr C the money as direct payments. Mr C chooses to use his budget to employ personal assistants rather than a live in carer, which is more costly and means his budget does not stretch as far. This is his choice and is not fault of the Council.
Statement Not upheld Direct payments 08-Jun-2022
Summary: There is no fault in the Council's financial assessment as it is unable to consider additional Disability Related Expenses without receipts according to its policy. The complainants say the direct payments are lower than they should be but the Council has used an hourly rate related to the London living wage to calculate the direct payments so there is no fault on this point.
Statement Upheld Direct payments 30-May-2022
Summary: Mr X complained about the Council's handling of his direct payment account that led to it being suspended and him being without care. We have not found the Council to be at fault. It was under a duty to carry out an audit and offered a care package instead of direct payments. However, we have found some fault with how it dealt with his account. Invoices were sent to a wrong address and there was delay in writing off a debt. This caused distress and inconvenience to Mr X. To remedy this injustice, the Council has agreed to apologise and make a small payment to Mr X.
Statement Upheld Direct payments 17-May-2022
Summary: Ms X complains the Council has not dealt properly with direct payments to Mrs Y. The Council is at fault because it failed to carry out reviews of the direct payments, delayed a further review and did not provide sufficient support to Mrs Y. The Council has made some service improvements and offered to pay Ms X £1000. This is an appropriate remedy.
Statement Upheld Direct payments 16-May-2022
Summary: Ms X complained the Council delayed assessing her mother, Mrs Y's care needs and setting up direct payments. The Council was at fault. It delayed assessing Mrs Y's care needs and failed to properly consider her night time support needs. As a result, Mrs Y has had to fund her own care for longer than necessary and the personal budget may not be sufficient to meet her needs. The Council has agreed to review Mrs Y's care needs and personal budget and backdate this as necessary. It has also agreed to apologise to Ms X and pay her £150 to acknowledge the frustration and time and trouble caused. It will also remind staff of the need to properly assess all care needs, including any need for night time care
Statement Not upheld Direct payments 27-Apr-2022
Summary: Ms C complained that she does not receive enough support from the Council to meet her needs. We did not find fault with the way in which the Council made decisions about Ms C's support needs.
Statement Upheld Direct payments 25-Apr-2022
Summary: Mrs A complains on behalf of Mr B about the way the Council has dealt with Mr B's direct payment account and its decision to stop payments, and that it has not reviewed Mr B's needs. The Council is at fault because it did not try to contact Mr B's representatives as it should have done, it stopped payments without ensuring Mr B's care needs were still met and has delayed reviewing Mr B's needs. Mr B and his family have had to provide care and support and have suffered distress. The Council has agreed to apologise, pay Mr B £250 for distress, pay Mrs A £4000 for distress to herself and Mr B's family, complete Mr B's review/care plan, provide guidance to staff and conduct an audit of service users.
Statement Upheld Direct payments 20-Apr-2022
Summary: Ms Z, on behalf of her mother Ms X, complained about the Council's action in respect of her finances. There is fault by the Council in failing to start a safeguarding investigation at the appropriate time; delay in progressing a safeguarding investigation and failure to ensure Ms X's needs were met when it suspected her son was financially abusing her. A suitable remedy has been agreed.
Statement Upheld Direct payments 11-Apr-2022
Summary: Mr B complains about the Council's decision not to allow him to use direct payments to employ his mother, who he lives with, as his personal assistant. We found fault as the Council has not properly considered whether there might be exceptional circumstances. The Council has agreed to re-consider Mr B's request and review its procedures.
Statement Upheld Direct payments 04-Apr-2022
Summary: We found fault with the Council for the way it communicated with B about his personal contribution debt. There was also some fault with the way the Council communicated with B during its complaint process. This caused B distress. The Council agreed actions to remedy the injustice it caused B.