London Borough of Brent (24 021 623)

Statement Upheld Charging 15-Dec-2025

Summary: Mr X complained the Council has charged Mrs Y for more care hours than she received each week. He also complained that the care provider did not provide the agreed level of support. We found the errors and lack of clarity in the way the Council billed Mrs Y is fault. As was the failure to ensure Mrs Y consistently received the agreed level of care. These faults have caused Mrs Y and Mr X an injustice. Mrs Y did not receive the care she needed and had paid for. The Council will apologise and make payments to Mrs Y and Mr X. It will also review Mrs X’s care charges and its monitoring arrangements.

Essex County Council (24 022 753)

Statement Upheld Charging 15-Dec-2025

Summary: Miss X complained on behalf of her late mother, Mrs Y, about the Council’s handling of care charges while Mrs Y was in residential care. Miss X complains the Council failed to provide information about care charges in a timely manner and invoiced Mrs Y for increased care charges without prior discussion. Miss X says the Council’s actions caused significant avoidable distress. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and make service improvements.

Essex County Council (24 023 221)

Statement Upheld Charging 15-Dec-2025

Summary: Miss X complained the Council failed to provide full information regarding Mrs Y’s care home fees or to explain that Mrs Y would be responsible for the cost of 1 to 1 care in addition to the standard care home charges. We found the Council’s failure properly explain how much Mrs Y would be charged for her care, or for what period of time is fault. The Council’s failure to identify a suitable nursing home for Mrs Y is also fault. These faults meant Miss X received an unexpected substantial bill for Mrs Y’s care which caused Mrs Y’s family shock and distress. The Council will apologise and make a symbolic payment to Mrs Y’s family.

Rockley Dene Homes Ltd (24 008 384)

Statement Upheld Charging 12-Dec-2025

Summary: Mr X complained that a care provider was not fair and transparent when it increased charges each year. The terms and conditions in the contract provided by the Care Provider were not transparent which caused injustice as the annual increases were not clear. Mr X’s mother did not pay above the standard annual increase so there was no financial injustice. The Care Provider has amended the terms and conditions to remedy the injustice.

Lancashire County Council (25 001 647)

Statement Upheld Charging 11-Dec-2025

Summary: There was fault by the Council in its financial assessment process and a delay in responding to the complaint. This caused Ms X avoidable confusion and time and trouble. The Council has already apologised and refunded an invoice Ms X had already paid. This Council will issue a further written apology, make a symbolic payment and deliver training for staff in the adult social care team on the charging rules and guidance.

Salford City Council (24 021 296)

Statement Upheld Charging 08-Dec-2025

Summary: The Council was at fault for failing to tell Ms M and her family about the charges for her short-term respite care and failing to carry out a financial assessment. The Council has already apologised and offered to waive the charges. This remedies the injustice.

Medway Council (25 008 557)

Statement Upheld Charging 08-Dec-2025

Summary: We will not investigate this complaint about the way the Council followed its charging for non-residential care policy to determine how much Mr G should pay towards his care costs. Any injustice is not significant to justify our involvement.

West Sussex County Council (25 009 674)

Statement Closed after initial enquiries Charging 04-Dec-2025

Summary: We will not investigate Mr X’s complaint about the Council’s calculation of his brother’s contributions towards the cost of his care. The complaint lies outside our jurisdiction because it is late and there are no good grounds to exercise discretion to consider it now.

Birmingham City Council (24 021 047)

Statement Upheld Charging 03-Dec-2025

Summary: Mr X complained about how the Council handled his mother’s, Ms Y, residential placements’ care fees and its poor communication with him. There were some faults with how the Council dealt with Ms Y’s residential care fees, its poor communication with Mr X and delays with its complaint handling. This caused injustice to Mr X and Ms Y. The Council will take action to remedy the injustice caused.

Cheshire East Council (25 004 853)

Statement Upheld Charging 03-Dec-2025

Summary: Mr Y complained the Council delayed removing a Land Registry restriction from his late mother’s property after he had paid outstanding care debt in October 2024. He said the delay now means he is liable for new stamp duty charges on the property which came into effect in April 2025. The Council was at fault for delaying the removal of the restriction on the property causing uncertainty and frustration to Mr Y, the Council has agreed to apologise.