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Thurrock Council (12 005 756)

Category : Children's care services > Other

Decision : Upheld

Decision date : 10 Oct 2013

Summary

Complaint from a woman that the council failed to assess her adult social care needs and reduced her 10 hours weekly assistance to six hours with no explanation.

The complaint

Complaint from a woman that the council failed to assess her adult social care needs and reduced her 10 hours weekly assistance to six hours with no explanation. She also complained that there was no provision in place while the council wanted her to arrange direct payments.

The lady also complained on behalf of her daughter that the council were consistently failing to provide her with care. When care was provided, she complained that the standard was poor. She also maintains that she was pressurised by the council into accepting direct payments for her daughter's care and the council failed to respond to her concerns about these issues.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

The council should pay the lady:

  • £500 to acknowledge that between June 2011 and January 2012 she received no services despite being assessed as having an eligible need;
  • £1,000 to acknowledge that they did not provide care for her daughter on several occasions; and
  • £250 for her time and trouble in pursing the matter because the council didn't respond to her complaint.

 

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