Birmingham City Council (25 015 731)

Statement Closed after initial enquiries Direct payments 12-Mar-2026

Summary: We will not investigate this complaint about the Council’s decision to move Mr X’s direct payment’s to a managed account. This is because there is not enough evidence of fault to warrant our involvement.

West Northamptonshire Council (25 004 420)

Statement Upheld Direct payments 12-Mar-2026

Summary: Miss X complained the Council changed the expenses it would allow under direct payments. We found fault as the Council’s communication with Miss X was not in line with our expected standards. The Council will apologise, make a symbolic payment and provide information to Miss X.

Leeds City Council (25 015 878)

Statement Upheld Direct payments 11-Mar-2026

Summary: We will not investigate this complaint about the way the Council considered Miss B’s disability related and cultural haircare needs when it applied its charging policy on disability related expenditure. The Council remedied the injustice caused to Miss B when it investigated her complaint.

London Borough of Newham (24 019 876)

Statement Closed after initial enquiries Direct payments 17-Feb-2026

Summary: We will not investigate this complaint about the Council’s decision to block Mr X’s direct payment account. This is because there is not enough evidence of fault to warrant our involvement.

London Borough of Hammersmith & Fulham (25 005 803)

Statement Upheld Direct payments 13-Feb-2026

Summary: Ms X complains about the Council’s actions following Y’s transition into adult social care. We found the Council underfunded direct payments and failed to provide clear care and support plans. It also delayed providing a complaint response. This is fault. It caused undue distress to Ms X and disrupted the care Y was entitled to receive. The Council agreed actions to remedy the injustice caused.

London Borough of Enfield (25 014 917)

Statement Closed after initial enquiries Direct payments 12-Feb-2026

Summary: We will not investigate this complaint about the Council’s decision to stop Mr X’s direct payments. This is because the complaint is late; it would have been reasonable for Mr X to complain sooner.

West Sussex County Council (25 013 442)

Statement Closed after initial enquiries Direct payments 11-Feb-2026

Summary: We will not investigate Mr X’s complaint about a Council decision that it will no longer accept his relative, Ms Y, as his advocate during his adult social care support planning and reviews. There is insufficient evidence of fault to justify an investigation.

Birmingham City Council (25 012 770)

Statement Upheld Direct payments 10-Feb-2026

Summary: We will not investigate this complaint about the Council’s actions relating to X’s request for direct payments for care and support and its poor communication. The Council has upheld the complaint and provided an adequate remedy for X’s injustice. There are no wider public interest issues to justify our investigation.

Essex County Council (25 007 190)

Statement Not upheld Direct payments 30-Jan-2026

Summary: Mr X complained the Council stopped his direct payments, withdrew an increase in care hours, and gave confusing information. I find no fault in the way the Council made its decision about the direct payments. There was a minor error in the Council’s complaint response, but there is no evidence that this caused Mr X significant injustice.

Hertfordshire County Council (24 019 441)

Statement Upheld Direct payments 29-Jan-2026

Summary: Miss X complained the Council refused to pay for essential care and support family members gave to Miss Y between October 2023 and March 2024 when Miss Y’s care package from a care provider broke down. The Council was at fault for failing to clearly set out what information it needed to consider Miss X’s request for a backdated direct payment at the material time she raised it. This caused uncertainty and avoidable frustration. The Council was also at fault for delay responding to Miss X’s complaint. It agreed to apologise and provide a written decision on the backdated direct payment request.