Liverpool City Council (22 009 514)

Statement Upheld Disabled children 11-Apr-2023

Summary: Mrs X complained about the Council’s decision in January 2022 to refuse her request for direct payments to commission services for her son, F’s short break hours. The Council accepted it did not apply relevant law and guidance correctly, despite a previous finding of fault by us about the same matter. It has now approved the direct payments and backdated them as appropriate. The Council agreed to pay Mrs X £600 in recognition of the significant frustration and time and trouble caused to her.

Liverpool City Council (22 004 665)

Statement Upheld Homelessness 16-Apr-2023

Summary: Ms Y complains on behalf of Ms X that the Council failed to accept a valid homeless approach, properly progress Ms X’s application, or assign the correct housing priority. She also complains about the Council’s communication and the housing advice it provided. Ms Y says this led to Ms X being homeless and in unsuitable accommodation for longer than she would otherwise have been, at a time when she was particularly vulnerable. We have found the Council at fault. We have made recommendations to remedy the injustice caused.

Liverpool City Council (22 016 244)

Statement Upheld Charging 26-Apr-2023

Summary: Mrs Y complained the Council failed to communicate effectively with her regarding her father’s care home charges. The Council was at fault for failing to advise Mrs Y of the outcome of a financial assessment. It has agreed to apologise to Mrs Y and pay her £250 to acknowledge the frustration and distress this caused. It has also agreed to review its procedures.

Liverpool City Council (22 003 968)

Statement Upheld Special educational needs 27-Apr-2023

Summary: Mrs X complains about delays in dealing with her son’s Education, Health and Care needs assessments and failure to deal properly with her requests for therapy assessments. The Ombudsman finds fault with the Council for delay failing to explain its decision properly on the request for therapy assessments. The Council has agreed a remedy including a payment to recognise loss of education, and a review of procedures.

Liverpool City Council (22 011 103)

Statement Upheld Fostering 02-May-2023

Summary: Miss C complained the Council failed to support her as a foster carer in relation to her training and development to progress under its Payment for Skills scheme which delayed her progression and reduced the level of payments she received. We have found fault by the Council but consider the actions it has already taken of an apology, backdating of payments and symbolic payment provide a suitable remedy.

Liverpool City Council (22 013 235)

Statement Upheld Domiciliary care 02-May-2023

Summary: We did not find fault in the Council’s actions when Mrs Y’s health declined. It carried out appropriate social care and capacity assessments, involved Mrs Y and Mr X and relevant professionals. Those assessments led to Mrs Y being placed in a care home because of an increase in the risk of self-neglect. There was a delay in responding to Mr X’s complaint which was fault causing avoidable frustration. The Council has already apologised. The Council will monitor the Care Provider’s complaint handling through its regular quality monitoring meetings.

Liverpool City Council (22 014 355)

Statement Upheld Antisocial behaviour 25-May-2023

Summary: There is no fault by the Council in its current decision not to enforce a noise abatement notice it has served on a hotel owner. However, the Council is at fault because it did not consider whether it was appropriate to use other powers it has to tackle anti-social behaviour at the hotel; and because it did not make an assessment of the risk of harm to the complainant. The Council has now agreed to do these things.

Liverpool City Council (22 013 754)

Statement Upheld Council tax 06-Jun-2023

Summary: Miss X complained about how the Council managed her council tax direct debit and communicated with her. The Council was at fault for failing to send Miss X a reminder or final notice when she began accruing arrears without her knowledge. It was also at fault for failing to respond to Miss X’s contact in a timely way and for how it spoke to her on the phone. The faults caused Miss X avoidable distress. To remedy that injustice, the Council will apologise and pay Miss X £100. It will also carry out staff training to prevent the fault occurring again.

Liverpool City Council (22 017 458)

Statement Upheld Charging 18-Jun-2023

Summary: The Council was not at fault for how it explained and arranged Mrs X’s care charges. However, it was at fault for a delay in sending out her financial assessment forms. This meant her daughter received a much bigger bill than she would have if there had been no delay. The Council has agreed to apologise, make a symbolic payment to recognise the injustice caused, and explain how it will avoid similar delays in future.

Liverpool City Council (22 015 738)

Statement Upheld Covid-19 16-Jul-2023

Summary: Mr X complained the Council was responsible for a significant delay deciding his application for a COVID-19 discretionary business grant, and did not respond to his requests for updates. Mr X also complained about being charged council tax, and about the Council’s complaint procedure. The Council was at fault for delays resulting from its poor communication with Mr X. The Council was not at fault for charging Mr X council tax, or over its complaint procedure.