Plymouth City Council (20 000 871)

Statement Upheld Friends and family carers 05-May-2021

Summary: Mrs X complained the Council wrongly reduced her Special Guardian Allowance and failed to provide her family with support. She also says it caused delays and failed to correct its errors after she complained. The Council's independent investigation found significant faults and it took action to remedy the injustice caused. Mrs X believed the remedies were inadequate. The Ombudsman finds the Council's faults caused Mrs X and her family an injustice. The Council has agreed make payment to acknowledge the distress, uncertainty, loss of opportunity and time and trouble they experienced. It also agreed to review its current support to the family. In addition, it will also review its procedures for Special Guardians and ensure its staff are aware of these.

Essex County Council (20 006 635)

Statement Upheld Friends and family carers 04-May-2021

Summary: Mrs X complained the Council failed to follow the course of action it set out when a young person came to live with her. The Council was at fault in how it shared information with Mrs X and dealt with her complaints. This caused her uncertainty. The Council will apologise to Mrs X and remind staff they must give suitable information to potential informal carers.

North Somerset Council (19 014 414)

Statement Upheld Friends and family carers 29-Apr-2021

Summary: The complainant alleged that the Council failed to regard her nephew, who she cares for, as a child in care and, if it had, the Council would have had to provide both financial and other support to her and to her nephew. We find fault in that the Council failed to recognise that it played a significant part in placing the nephew with the complainant and it did not give reasons for not exercising its discretion to investigate the complaint out of time. The Council has agreed the recommended actions to remedy the injustice caused.

Rochdale Metropolitan Borough Council (20 005 610)

Statement Upheld Friends and family carers 07-Apr-2021

Summary: Miss X complains that the Council failed to provide financial support when she agreed to accommodate a child. She says its communication and complaint handling were poor. The Council has agreed it is at fault and has caused injustice. It has agreed a financial remedy and service reviews.

Liverpool City Council (20 006 517)

Statement Upheld Friends and family carers 01-Apr-2021

Summary: Mrs X complains that the Council failed to provide financial support prior to and following her application for a Special Guardianship Order (SGO). She also complains the Council failed to communicate with her or assess her adequately. The Council is at fault, which has caused injustice. It has agreed an apology, a financial assessment and a financial remedy.

Northumberland County Council (20 002 100)

Statement Upheld Friends and family carers 24-Mar-2021

Summary: Mr B complained the Council failed to consider his representations about not being able to work when asking him to sign an agreement to supervise his daughter with her children, threatened his daughter she could lose her children when she was pregnant, provided conflicting advice, delayed considering his complaint and failed to tell him what action the Council had taken to improve its processes following his complaint. The Council delayed considering Mr B's complaint. There is no fault in the remainder of the complaint. An apology and payment to reflect Mr B's time and trouble in pursuing the complaint is satisfactory remedy.

Warrington Council (19 019 626)

Statement Upheld Friends and family carers 24-Mar-2021

Summary: Mr B complains about the Council's handling of matters relating to the care of his two grandsons and his related complaints. The Council has already apologised, made a payment to Mr B and taken steps to address the issues highlighted by the independent complaint investigation, which is an appropriate response to the injustice caused. We make no further recommendation to remedy the faults identified.

Rotherham Metropolitan Borough Council (19 016 642)

Statement Not upheld Friends and family carers 10-Mar-2021

Summary: Ms X complains that the Council failed to fulfil its promise of financial support after she obtained a Special Guardianship Order. She also complains that the Council refused to allow her to change her social worker. There is no fault by the Council.

Essex County Council (20 002 897)

Statement Upheld Friends and family carers 17-Feb-2021

Summary: Ms X complained the Council failed to complete a Parent Carers Needs Assessment after she asked it for support with her son, Y. We found the Council was at fault. That has caused Ms X avoidable frustration. The Council has agreed to assess Ms X and Y and apologise for not completing the assessment when she initially asked for support. It will also pay her £150 to remedy any injustice caused.

Sefton Metropolitan Borough Council (20 002 218)

Statement Upheld Friends and family carers 13-Jan-2021

Summary: Whilst the Council was at fault for having a policy in place which was not in line with guidance, there is insufficient evidence to show that this caused Mr C an injustice. This is because, on balance, it is unlikely Mr C would have completed the necessary courses to have been eligible for carer skills payments.