Case Ref: 20 011 094 Category: Adult care services Sub Category: Charging

• The Council has agreed to review how it communicates about assessed contributions for care costs, and ensure that decisions are communicated in writing.
• The Council has agreed to review how it quality checks calculations for care costs, and how this is communicated to service users. This will include how decisions are communicated in writing rather than via telephone, and how records are maintained.
• The Council will review how it responds to complaints about care fees, and how it quality checks information being given to complainants about outstanding amounts.

Case Ref: 20 010 941 Category: Adult care services Sub Category: Assessment and care plan

• The Council will also review its procedures to ensure the delays experienced by Miss P in carrying out assessments do not recur. The Council should explain to the Ombudsman the action taken to improve its practice in this area.

Case Ref: 20 008 039 Category: Adult care services Sub Category: Direct payments

• The Council will review its procedures to ensure care plans are reviewed regularly and that any concerns about direct payment spending are properly communicated to users at the time and followed up.

Case Ref: 20 005 888 Category: Adult care services Sub Category: Assessment and care plan

• The Council will also issue written reminders to relevant staff to ensure they are aware they should provide care and support plans to customers and their relatives without unnecessary delay.

Case Ref: 20 004 256 Category: Adult care services Sub Category: Charging

• The Council has agreed to review the wording on its Deferred Payment Agreement redemption letters to make it clear that there may be separate invoices for interim charges, interest or fees which may not be included in the stated redemption figure.

Case Ref: 20 003 586 Category: Adult care services Sub Category: Charging

• The Council has agreed to confirm that it has arrangements in place such that annual reviews are undertaken both within and outside the Council’s area.
• The Council has agreed to ensure that officers are familiar with the relevant sections of the Care Act Guidance and the Charging Regulations in respect of deprivation of assets and how this should be considered.
• The Council has agreed to ensure that officers are familiar with the need to consider whether adjustment to the Personal Expenses Allowance may be appropriate when undertaking assessments of care charges and that they are reminded to provide appropriate advice on this.

Case Ref: 20 001 023 Category: Education Sub Category: School transport

• The Council has agreed to review its policy to ensure that it refers to the correct test when considering its statutory duty to provide transport in the case of children with Special Educational Needs; and remind officers and panel members of the correct test.

Case Ref: 19 019 379 Category: Adult care services Sub Category: Charging

• The Council should ensure that officers are familiar with the relevant section of the Care Act Guidance in respect of deprivation of assets and how this should be considered.

Case Ref: 19 020 393 Category: Adult care services Sub Category: Charging

• The Council will consider whether there are other service users in receipt of a direct payment for domiciliary care who have also accessed respite under the Council’s previous policy who may have been similarly affected. In those cases the Council should consider an appropriate financial remedy.

Case Ref: 19 020 094 Category: Children's care services Sub Category: Other

• The Council will remind staff dealing with children placed into care that requests for contact need to be processed in a timely manner.
• The Council will remind staff of the process of dealing with letters between children in care and their family members properly, ensuring copies are taken and the letters are passed to the recipient in a timely manner.