Buckinghamshire Council (25 017 100)

Statement Upheld Direct payments 27-Apr-2026

Summary: We will not investigate this complaint about use of direct payments for a carer who is meeting adult social care needs. There was some delay by the Council to arrange a review, but it did not cause a significant injustice. The review has not taken place, but that is the choice of the complainant. We are satisfied with the actions the Council took in response to the complaint. The parties now need to agree the review to decide the support plan.

Cornwall Council (25 018 973)

Statement Closed after initial enquiries Direct payments 26-Apr-2026

Summary: We will not investigate this complaint about the Council’s decision about direct payments for Mr X. This is because the complaint is late and there is no good reason to look at it now.

Newcastle upon Tyne City Council (25 018 794)

Statement Closed after initial enquiries Direct payments 23-Apr-2026

Summary: We will not investigate Ms X’s complaint the way the Council handled its enquiries about her direct payments. This is because the complaint is late and there is no good reason to investigate it now.

Sheffield City Council (25 005 511)

Statement Upheld Direct payments 15-Apr-2026

Summary: Mr X complained the Council has failed to properly investigate or rectify errors and discrepancies in Miss Y’s direct payments. He says that as a result of the Council’s failings and errors there is now a negative balance on Miss Y’s direct payment account and outstanding invoices which cannot be paid. We found the failings and errors in the Council’s oversight and management of Miss Y’s care plan and direct payments are fault. This fault has caused Mr X an injustice.

Milton Keynes Council (25 012 409)

Statement Upheld Direct payments 12-Apr-2026

Summary: We uphold Mr X’s complaint. The Council took too long to review Mrs X’s care and support and action his request for additional funding for Mrs X while he was unable to care for her temporarily. It also failed to consider a request for residential respite care and took too long to respond to the complaint. This caused avoidable distress and time and trouble for which the Council has apologised and offered an appropriate payment. The Council will re-offer the payment and provide evidence of the changes to services it says it has made.

West Sussex County Council (25 008 180)

Statement Not upheld Direct payments 07-Apr-2026

Summary: Ms X complains the Council wrongly decided she could not use her direct payment allowance to fund moving house. She says this caused her unnecessary stress and financial strain. We find no fault with the Council’s decision-making.

City of Doncaster Council (25 014 924)

Statement Closed after initial enquiries Direct payments 07-Apr-2026

Summary: We will not investigate this complaint about use of a pre-paid card for adult social care costs. Whether there was any fault by the Council in earlier explanations of the use of the card, does not change the outcome. Mr D has spent money from the card for items other than his wife’s care support and is responsible to repay those public funds.

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.