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London Borough of Bromley (16 000 780)

Category : Adult care services > Transition from childrens services

Decision : Upheld

Decision date : 14 Feb 2017


A couple complain the council failed to ensure their son had a smooth transition between children's services and adult care services, that there was a gap in the care and support he received and his care package was wrongly reduced.

The complaint

They complain the Council failed to ensure their son continued to receive a support package following his 18th birthday when he transitioned to adult social care. They complain that despite repeatedly advising the Council of the impact it was having on their health and wellbeing, and that they would not be able to continue to support their son at home, they have been left to cope with almost no support or services.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice caused, the council has agreed to:

  • pay the couple a sum equivalent to the cost of missed respite and support between October 2015 and April 2016. This sum should be calculated based on the care package provided by children’s services, which should have continued until adult care services had a package in place;
  • pay the couple £1,000 in recognition of the significant stress, anxiety and time and trouble they have experienced as a result of the Council’s failings;
  • reassesses the couple's needs and draws up appropriate support plans. Any decisions, including those made by the funding panel should be properly reasoned. If the reassessments identify a need for an increased level of respite or support to that currently being provided the Council should pay the couple a sum equivalent to the cost of any additional missed provision; and
  • review its transition policy and procedures to ensure the transition process runs smoothly and there are no gaps in the provision of care and support.

Ombudsman satisfied with council's response: 11 September 2017

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