Recent statements in this category are shown below:
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Statement Not upheld Direct payments 15-Oct-2025
Summary: Mrs A complained about the care Somerset Council and Somerset NHS Foundation Trust provided to her daughter, Miss B, before her death. She complains the Council and Trust refused to provide funding for 24-hour care which Miss B needed, could not find Miss B a suitable care agency and tried to force the family to accept direct payments. Based on the evidence reviewed, we found no fault with the actions of the organisations.
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West Sussex County Council (25 006 362)
Statement Closed after initial enquiries Direct payments 15-Oct-2025
Summary: We will not investigate this complaint about how the Council has dealt with X’s backdated direct payments because there is insufficient evidence of fault to justify an investigation.
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Luton Borough Council (25 007 420)
Statement Upheld Direct payments 12-Oct-2025
Summary: We will not investigate this complaint the Council delayed issuing a carer’s direct payment. The Council has apologised and taken steps to prevent a recurrence of the matter. Further investigation would not lead to a different outcome.
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Statement Upheld Direct payments 29-Sep-2025
Summary: We will not investigate this complaint about charging for adult social care. We are satisfied with the actions the Council has taken to waive charges before it explained how to pay them. The remaining charges are correctly due. It is unlikely an Ombudsman investigation would reach a different outcome.
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London Borough of Sutton (24 022 631)
Statement Closed after initial enquiries Direct payments 22-Sep-2025
Summary: We will not investigate this complaint about the Council’s decision not to allow Mr X to be reimbursed from Mrs Y’s direct payment funds. This is because the complaint is late.
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London Borough of Hackney (24 018 714)
Statement Upheld Direct payments 21-Sep-2025
Summary: The Council failed to meet some of Miss X’s eligible care needs, causing Miss X distress and frustration. The Council also delayed carrying out a review of Miss X’s needs, causing Miss X’s sister, Ms Y, uncertainty and frustration. The Council was entitled to suspend Miss X’s direct payments but has since failed to resolve the issues which led to the suspension. The Council should apologise to Miss X and Ms Y, make a payment to Miss X, and decide how it will meet her needs following a mental capacity assessment.
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Stockton-on-Tees Borough Council (25 006 208)
Statement Closed after initial enquiries Direct payments 14-Sep-2025
Summary: We will not investigate this complaint about the Council’s failure to investigate two of the four complaints made by Mr X concerning the care and direct payments relating to his partner, Ms Y. This is because we are unlikely to find sufficient evidence of fault and there may be a more suitable agency better placed.
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West Northamptonshire Council (25 003 984)
Statement Closed after initial enquiries Direct payments 14-Sep-2025
Summary: We will not investigate this complaint about how the Council dealt with a direct payment. We are unlikely to achieve an outcome which would justify an investigation into the fault complained of.
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Lancashire County Council (25 003 910)
Statement Closed after initial enquiries Direct payments 11-Sep-2025
Summary: We will not investigate this complaint about the Council’s decision about how a direct payment has been used. There is insufficient evidence of fault to justify an investigation.
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Statement Upheld Direct payments 10-Sep-2025
Summary: Mrs Y complained the Council delayed in providing the care and support her terminally ill husband needed. She also says the Council failed to ensure he had uninterrupted access to bathroom facilities following a mistake with the installation of a Council funded stairlift. We find there was delay by the Council in assessing Mr Y. We also find that errors with the stairlift installation caused avoidable distress. The Council has agreed to apologise and make a symbolic payment of £500 for the distress caused.