A weekly update on adult social care complaint decisions

Summary: We will not investigate this late complaint about the Care Providers calculation of fees. The fee uplift in question was applied in 2019, and there is not a good reason for the complaint not being brought to us sooner. In any event, the matter is best dealt with by the courts.

Summary: We will not investigate Mr Xs complaint about how the Council handled his friends, Ms Ys, move to a care home. This is because the Council has not yet considered Ms Ys complaint and if Ms Y is dissatisfied with the Councils actions, it is reasonable for Ms Y to ask the Council to do so.

Summary: We will not investigate Mr Cs complaint about the way his previous care provider made him feel. This is because further investigation by us could not add to the Care Providers response or make a different finding of the kind Mr C wants. It would be reasonable for him to ask the court to consider his claim for damages and loss.

Summary: Mrs X complains about the Councils handling of the Disabled Facilities Grant (DFG) for her child, Child Y. There was fault in the Councils current assessment that Child Y no longer requires the adaptation previously approved in 2021. There has also been considerable delay in the Councils progression of Child Ys DFG case, which has caused significant injustice to Mrs X. The Council has agreed to apologise, make a payment to Mrs X and complete a new assessment.

Summary: Mr C complained about how the Council dealt with his safeguarding concerns regarding the actions of a care providers carer. We found no fault in the safeguarding process the Council followed to reach its view. However, it apologised for not sharing the outcome of its investigation in a timely manner. Its apology was enough to remedy the uncertainty this caused Mr C.

Summary: Mr X complained the Council delayed allocating a social worker to him. He also complained about the Councils communication with him and that the Council delayed carrying out a review of his care and support plan. Mr X says the Councils actions caused him avoidable distress. We found fault by the Council and the Council has agreed to provide an apology and a financial remedy to Mr X.

Summary: We will not investigate this complaint about Mr C signing a document agreeing to pay for care which his son, Mr B says he did not understand. This is because it is unlikely we would find enough evidence of fault with the actions of the Council to warrant an ombudsman investigation.

Summary: We will not investigate this complaint about Adult Social Care because court action has started about the same matter.

Summary: We will not investigate this complaint about the Councils handling of Ms Xs care support. This is because there is not enough evidence of fault.

Summary: Ms C complained the Council did not consider properly her sons disability related expenses when deciding the amount he must contribute towards the cost of his care. Ms C said this means her son is not getting the support he needs and his mental health has deteriorated. We have found fault in some of the Councils communication and avoidable delay but consider the agreed action of an apology and symbolic payment provides a suitable remedy.

Summary: We will not investigate this complaint about Adult Social Care because we are satisfied with the actions the Care Provider has taken and we could not add to any previous investigation by the Care Provider

Summary: Mrs X complained the Council told her that her mother, Mrs L would not have to pay towards her care costs when she went into a care home, but it then charged her for the care. Mrs X said Mrs L could not afford to pay the fees from her pension. There was fault in the Councils actions as it did not record if it explained Mrs Ls contribution to her care costs and delayed in completing a financial assessment. The Council agreed to apologise for the uncertainty and frustration this caused Mrs X.

Summary: Mrs X complains the Council, when acting as a deputy for her mother, should have noted payments to an insurance policy. We found fault by the Council which caused personal injustice. The Council has agreed remedies for the injustice and service improvements.

Summary: Miss Y complains the Council gave her incorrect information about elements of her social care, such as the rate of Disability Related Expenditure (DRE) and the hourly rate for her Personal Assistant. She also complains the Council invited her to a review meeting without adequate notice or advocacy support. The Council has already apologised for incorrect information given in one email about Miss Ys DRE. There is no fault in the other parts of Miss Ys complaint.

Summary: Ms X complained staff at the care home where Mr Y was a resident neglected him and were racist. There is no evidence of fault or a racist approach in the care and support the care home provided to Mr Y.

Summary: Mrs X complained the Council told her it would cover the cost of her husbands time at a nursing home but has now charged for it. Mrs X also complained about delays in assigning a social worker and about the cost of home care following her husbands discharge from hospital. We found fault with the Council for failing to advise Mrs X of her husbands nursing home costs until September 2023. We also found fault with the Council overcharging for home care costs. The Council agreed to apply a 50% reduction to the nursing home costs and apply a credit of 8.50 to the home care account to reflect the overcharge.

Summary: We will not investigate this complaint about how the Council dealt with Mr X regarding matters relating to his mothers Care Provider. This is because the issues raised have not caused Mr X a significant enough injustice to warrant investigation.

Summary: We will not investigate this complaint about care staff accessing Mr Bs property and how the Care Provider dealt with the matter. This is because the complaint is not about actions that involve, or are connected to, the provision of adult social care. So, we have no power to investigate the complaint.

Summary: We will not investigate Ms Xs complaint about the Councils decision not to issue her with a Blue Badge. This is because there is not enough evidence of fault to justify our involvement.

Summary: We will not investigate Ms Xs complaint about the Councils handling of her accommodation move. This is because there is not enough evidence of fault.

Summary: We will not investigate this complaint about the Councils assessment of Mr and Mrs Xs care needs. This is because the Council has already apologised for the upheld parts of complaint, which is an appropriate remedy. Further investigation of the other parts of complaint would not lead to a different outcome.

Summary: Mrs D complained about the decision by Croydon Council and NHS South West London Integrated Care Board to discharge her brother, Mr E, from S117 aftercare. We will not look at this complaint because a judge has already considered the issue.

Summary: We will not investigate Mr Xs complaint about a care provider commissioned by the Council not being safe. He also complains about the care provider giving notice to end his care package. This is because an investigation would not lead to a different outcome as we cannot achieve the outcome Mr X wants. In addition, there is insufficient evidence of fault.

Summary: We will not investigate this complaint about the conduct of a social worker because further investigation would not lead to a different outcome.

Summary: We will not investigate Mrs Xs complaint about the Councils decision to refuse her blue badge application and how it made that decision. There is no worthwhile outcome achievable from our investigation which is not available to her through a new blue badge application to the Council. We also cannot achieve the outcomes she wants from her complaint.