Norfolk County Council (23 006 448)

Statement Upheld Charging 09-May-2024

Summary: Mr C complained the Council delayed telling his late father-in-law about the financial contribution he would need to make towards the cost of his care and about the care provided. Mr C said this led to unexpected costs which caused unnecessary upset and anxiety. We have found fault by the Council in the time taken to complete a financial assessment but consider the agreed action of an apology and symbolic payment provides a suitable remedy.

Norfolk County Council (23 008 320)

Statement Upheld Special educational needs 16-May-2024

Summary: Miss X complained the Council failed to provide full-time education, suitable alternative education and provision set out in her child, Child Y’s Education, Health and Care (EHC) Plan. The Council was at fault. Child Y’s EHC Plan provision was delayed by two months and it did not provide all the special educational provision between March and July 2023. In addition, the Council communication was poor, which all caused Miss X distress and uncertainty. The Council will apologise, pay Miss X £2,200 for the injustice caused to her and Child Y’s missed provision and put service improvements in place.

Norfolk County Council (23 012 356)

Statement Upheld Direct payments 30-May-2024

Summary: There was fault in how the Council dealt with assessment and care planning for Mr K who is disabled, as well as assessment and support for his mother Ms B. There was fault in how the Council dealt with direct payments, and with recruitment of personal assistants. It has failed to take action it agreed to do as part of a complaint resolution. Throughout, the Council’s communication has been very poor. The Council has caused Ms B and her family distress, uncertainty, and frustration.

Norfolk County Council (23 017 831)

Statement Upheld Alternative provision 07-Jul-2024

Summary: We uphold a complaint about delay in Y’s Education, Health and Care Needs Assessment and Plan, mainly caused by a shortage of Educational Psychologists. The Council will apologise and make payments to reflect the delay and loss of educational provision. We also uphold a complaint about a failure to consider and put in place alternative education for Y when she became unwell and could not attend school. The Council will make a payment for this as well.

Norfolk County Council (23 005 561)

Statement Upheld Residential care 16-Jul-2024

Summary: Ms D complained about the care and treatment of her late father, Mr F, by Trinity Surgery and a care home commissioned by Norfolk County Council. We have not found fault by Trinity Surgery. There were some faults by the care home and Council relating to document management, care planning, communicating with Ms D and Trinity Surgery, and complaint responses. We have not upheld the other complaints about the care home and Council. We have recommended the Council apologises to Ms D. The Council accepts our recommendation, so we have completed our investigation.

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 (23 013 106)

Statement Upheld Assessment and care plan 07-Aug-2024

Summary: The Council’s decision to change Mrs X’s care agency despite the recommendation of a senior mental health nurse about consistency of care had a detrimental effect on her stability. The Council should review the way in which it responds to changing needs and consider how it exercises discretion over care choices to avoid the risk of giving the impression it has a blanket policy. It agrees to offer a proportionate amount to Mrs X and Ms A in recognition of the considerable anxiety they suffered during this time.

Norfolk County Council (23 017 874)

Statement Upheld Assessment and care plan 05-Sep-2024

Summary: We found fault with the care and support provided to Mr Y by the Council as it failed to properly assess his needs in the community. This caused Mr Y’s daughter, Mrs X, significant frustration and distress. The Council will apologise to Mrs X and pay her a financial remedy. The Council will also take remedial action to prevent similar problems occurring for other people.

Norfolk County Council (23 016 712)

Statement Upheld Charging 09-Sep-2024

Summary: Ms B complains the Council did not communicate with herself and her brothers, who have Lasting Power of Attorney for their father, Mr Y, about changes to his care arrangements in January 2023. We have found the Council at fault for failing to keep Mr Y’s family informed of changes to his care plan and charges. The Council has agreed to apologise to the family, make a symbolic payment to remedy the injustice caused and complete service improvements.

Norfolk County Council (24 005 448)

Statement Upheld Fostering 18-Sep-2024

Summary: We will not investigate Ms X’s complaint about children services’ actions. We have upheld Ms X’s complaint as the Council has now agreed to follow the Children Act statutory complaints’ procedure.