Norfolk County Council (23 017 405)

Statement Upheld Assessment and care plan 05-Aug-2024

Summary: We will not investigate this complaint about how the Council dealt with her request for a Care Act assessment. The Council has already apologised for delays in completing the assessment; that remedies any injustice caused.

Norfolk County Council (24 007 575)

Statement Upheld Assessment and care plan 21-Oct-2024

Summary: We will not investigate this complaint about adult social care fees. The Council has accepted fault and said what it will do to acknowledge the impact on the complainant. We are satisfied with the Council’s actions to put things right.

Norfolk County Council (24 010 456)

Statement Upheld Charging 11-Dec-2024

Summary: We will not investigate Ms X’s complaint about a lack of information about the cost of her mother’s care because the Council has offered a remedy for the uncertainty caused and further investigation would not lead to a different outcome.

Norfolk County Council (23 019 107)

Statement Upheld Assessment and care plan 22-Jan-2025

Summary: We upheld Ms X’s complaint. There was delay by the Council in completing social care assessments, drawing up care and support plans and commissioning a care package to enable Ms Y to return to her flat rather than remain in a care home for almost two years. There was also a failure to participate in best interests decisions around her care and support and housing. This caused avoidable distress and meant Ms Y was unable to see her partner. Ms Y/her family also incurred an avoidable financial loss because she/they paid for care privately. The Council has already taken appropriate action by apologising, reviewing financial assessments resulting in no care charges, making symbolic payment to reflect distress and refunding private care fees.