Northamptonshire County Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
80% Complaints upheld by Northamptonshire County Council
80% of complaints we investigated were upheld.
This compares to an average of 71% in similar authorities.
12 upheld decisions
View upheld decisionsStatistics are based on a total of 15 detailed investigations for the period between 1 April 2021 to 31 March 2022
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Compliance with Ombudsman recommendations
0% of cases were successfully implemented by Northamptonshire County Council
0% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 0 compliance outcomes for the period between 1 April 2021 to 31 March 2022
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Satisfactory remedies provided by the Council
0% Complaints with satisfactory remedy provided by Northamptonshire County Council
In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 8% in similar authorities.
0 satisfactory remedy decisions
Statistics are based on a total of 12 detailed investigations for the period between 1 April 2021 to 31 March 2022
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against Northamptonshire County Council
Social workers should have done more to ensure man received appropriate care
Social workers in Northamptonshire did not do enough to ensure a care home implemented a vulnerable man’s care plan, a Local Government and Social Care Ombudsman investigation has found.
Councils must meet all assessed care needs, says Ombudsman
People who need care should not be asked to choose which of their needs, identified through an assessment, their council should meet, the Local Government and Social Care Ombudsman has said.
Ombudsman lambasts council for not honouring agreement
A council which showed ‘scant respect’ for providing an agreed remedy to a vulnerable young person has been criticised for a second time by the Local Government and Social Care Ombudsman.
Social worker’s flawed assessment separates mother and child for nearly five years
A Northamptonshire mother was separated from her adopted child for almost five years because of faults in a social worker’s assessment, the Local Government Ombudsman has said.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 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 reference: 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 reference: 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 reference: 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 reference: 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 reference: 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 reference: 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 reference: 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 reference: 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 reference: 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.
Last updated: 4 April 2015