Recent statements in this category are shown below:
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Statement Upheld Charging 14-Oct-2025
Summary: The Council acknowledged failings in the way it dealt with the assessment and care planning for Miss Y before the involvement of this office, but it failed to provide an adequate remedy for the injustice caused to Miss Y and her mother.
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Aria Healthcare Group LTD (24 016 922)
Statement Closed after initial enquiries Charging 13-Oct-2025
Summary: Ms X complained the Care Provider failed to deduct funded nursing care payments from the cost of her relative Ms Y’s care since 2019. The complaint is late as it was not made to us within 12 months of Ms X or Ms Y becoming aware of the issue. And there is no good reason for the lateness. So we ended the investigation.
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West Sussex County Council (24 018 266)
Statement Upheld Charging 13-Oct-2025
Summary: Mr B says the Council delayed invoicing him for outstanding client contributions. There is evidence the Council delayed telling Mr B about some of the arrears due but for the rest there is no evidence Mr B told the Council he had received a backdated benefit award. The Council failed to complete an annual financial assessment in 2023 and failed to consider whether to exercise its discretion to waive or reduce the arrears. The Council’s failures caused Mr B distress and left him with arrears. An apology to Mr B, agreement to write off some of the arrears and consideration of what to do with the remaining arrears is satisfactory remedy.
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Walsall Metropolitan Borough Council (25 006 199)
Statement Closed after initial enquiries Charging 13-Oct-2025
Summary: We will not investigate Miss X’s complaint the Council has charged for her late father’s care placement. There is not enough evidence of fault by the Council to warrant our involvement. In addition, there is no remaining significant injustice caused by fault in the Council delaying completing a financial assessment.
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Essex County Council (25 004 812)
Statement Closed after initial enquiries Charging 13-Oct-2025
Summary: We will not investigate Mr and Mrs X’s complaint about the Council’s decision to charge them an assessed contribution towards their care. There is insufficient evidence of fault to warrant an investigation.
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West Sussex County Council (25 006 741)
Statement Upheld Charging 13-Oct-2025
Summary: We will not investigate this complaint about the council’s delay in carrying out a financial assessment. investigation would not lead to a different outcome.
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Shropshire Council (24 019 593)
Statement Closed after initial enquiries Charging 12-Oct-2025
Summary: We will not investigate this complaint about invoices the Council sent for residential care fees after Mr B’s mother died in December 2021. The complaint is late and there are no good reasons to investigate now.
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Statement Closed after initial enquiries Charging 12-Oct-2025
Summary: We will not investigate this complaint about the care and support received by the complainant’s late husband between 2022 and 2023 and about invoices for care contributions the Council sent. The complaint is late and there are no good reasons to investigate now.
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Cheshire West & Chester Council (24 016 212)
Statement Upheld Charging 09-Oct-2025
Summary: Mr X complained the Council failed to complete a financial assessment and confirm the care contribution before it started his mother’s care and support package. He also complained the Council has refused to cancel the care package despite repeated requests from him and his mother. We find the Council was at fault for its delay in completing the financial assessment. This caused avoidable distress. The Council has agreed to apologise to Mr X and his mother and implement a service improvement.
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North Northamptonshire Council (25 002 381)
Statement Closed after initial enquiries Charging 09-Oct-2025
Summary: We will not investigate this complaint about a deferred payment arrangement as there is insufficient evidence of fault and injustice to justify an investigation.