Knowsley Metropolitan Borough Council (22 011 836)

Statement Upheld Residential care 06-Jun-2023

Summary: Mrs X complains the care home that the Council commissioned, failed to properly care for her mother. She complained her mother missed appointments and the care provider sent her to an appointment without support. She also complains elements of her personal care were not properly carried out. We found there was fault in the way the care home managed her mother’s medical appointments. We also found the Council delayed making safeguarding enquiries. We found the Council properly considered the safeguarding alerts and decided properly that it should take no further action. We recommended an apology and that the Council reviews its processes.

Knowsley Metropolitan Borough Council (22 010 617)

Statement Upheld Licensing 04-Jul-2023

Summary: Mr X complained the Council treated his application to renew his taxi licence as a new application. He also said the Council delayed issuing his new licence and responding to his complaint. The Council are not at fault for treating Mr X’s renewal application as a new application. We did find the Council at fault for delays and poor communication.

Knowsley Metropolitan Borough Council (22 014 480)

Statement Upheld Assessment and care plan 02-Aug-2023

Summary: Mr D complained the Council has failed to provide him with the care and support he requires. We found fault which caused injustice. The Council has agreed to take the actions at the end of this statement to remedy this.

Knowsley Metropolitan Borough Council (22 014 796)

Statement Upheld Looked after children 22-Aug-2023

Summary: Ms X complained the Council’s children’s services placed her children in unsuitable foster care placements and failed to provide enough support to her and her children. These complaints were upheld through the children’s statutory complaints procedure. As this has been properly and thoroughly investigated through the statutory process we have not re-investigated the substantive issues. However we have found fault with the Council for delays in carrying out its complaint investigations and failure to implement all of the recommendations arising from one of the complaint investigations. These faults caused Ms X avoidable frustration and distress at an already difficult time. In recognition of the injustice caused by these faults, the Council has agreed to pay Ms X £300 and carry out service improvements.

Knowsley Metropolitan Borough Council (22 017 318)

Statement Upheld Assessment and care plan 01-Oct-2023

Summary: Mr X complained the Council did not properly consider his application for additional disability related expenditure in deciding his contribution to his care costs. He also complained the Council did not make reasonable adjustments for him during the assessment process. The Council was not at fault for refusing Mr X’s application. However, it was at fault for not clearly explaining its reasons. The Council has already apologised for this and provided its reasons in its complaint response to Mr X which was an appropriate remedy. It will now remind staff of the need to provide adequate explanations in decision letters.

Knowsley Metropolitan Borough Council (23 005 717)

Statement Upheld Charging 09-Jan-2024

Summary: Mrs X complains the Council has failed to deal properly with her financial assessment by failing to take account of all her disability-related expenditure (DRE), leaving her to pay more than she can afford to pay for her care. The Council has not dealt properly with all Mrs X’s requests for DRE, leaving doubt over what she should be paying toward the cost of her care. It needs to reconsider some of her requests and take action to ensure it improves the way it deals with DRE in future.