The Council was at fault in how it considered what funds a service user should have to pay for her social care support, and in how it reviewed her needs.The Council will add to its website information about how people can ask for direct payments for adult social care, in line with the care and support statutory guidance, paragraph 12.7.The Council will clarify with complaints staff that if they receive a complaint from a resident and a member's enquiry from a councillor about the same matter, they must still respond to the complaint using the appropriate complaints procedure.The Council will review this complaint and identify why it failed to issue amended care and support plans after the November 2024 and February 2025 reviews, and why the it failed to implement the change to single-handed care for the service user at lunchtime and afternoon visits after the November 2024 review. The Council will consider what steps it needs to take to prevent similar fault in future, and tell the Ombudsman what those steps are and when it will complete them by.The Council will consider what management oversight occurred in this case and what improvements need to be made so that in future cases, the Council does not make many different decisions in a short period of time about what a person’s direct payments should be, where there have been no changes to the person’s needs. The Council will tell the Ombudsman what steps it will take to prevent similar fault in future and when it will complete them by.