Moors Park (Bishopsteignton) Limited (23 001 565)

Report Upheld Charging 18-Mar-2025

Summary: The Local Government and Social Care Ombudsman investigated a complaint about care home fees charged to the complainant’s mother. We found Moors Park (Bishopsteignton) Limited: imposed additional charges for care provided over a weekly baseline limit of 25 hours, which was not set out in the contract; charged other residents additional fees without first amending their contracts;  This meant the care home caused the woman financial injustice and her son suffered time and trouble complaining.

Cheshire West & Chester Council (24 011 535)

Statement Closed after initial enquiries Charging 17-Mar-2025

Summary: We will not investigate Mr X’s complaint about overcharging for care home fees because it is unlikely we could add to the Council’s investigation.

East Riding of Yorkshire Council (24 011 133)

Statement Closed after initial enquiries Charging 14-Mar-2025

Summary: We will not investigate Mrs X complaint about the financial assessment the Council completed for her husband. She says the Council refused to allow some costs as disability related expenditure and refused to consider her husband’s property related expenditure. This is because there is insufficient evidence of fault.

Staffordshire County Council (23 011 300)

Statement Upheld Charging 14-Mar-2025

Summary: We have completed our investigation. The Council was at fault. It has agreed to apologise to Mrs X and recalculate the care fees owed. It will make a symbolic payment to Mrs X to recognise time, trouble and risk of harm. The Council will ensure its staff are aware of the relevant guidance that informs service users about the financial implications of care.

East Sussex County Council (24 012 637)

Statement Closed after initial enquiries Charging 14-Mar-2025

Summary: We will not investigate this complaint about a Personal Expense Allowance because there is not enough evidence of fault in how the Council made its decision, so we cannot question the outcome.

London Borough of Haringey (24 016 310)

Statement Closed after initial enquiries Charging 14-Mar-2025

Summary: We will not investigate Mr X’s complaint that the Council failed to send regular invoices detailing his mother’s charges for her care placement. This is because there is insufficient evidence of fault. In addition, no significant injustice has been caused to justify an investigation.

Cornwall Council (24 015 184)

Statement Closed after initial enquiries Charging 13-Mar-2025

Summary: We will not investigate Mrs X’s complaint about the Council deciding her mother Ms Y owns a property so can contribute to her care fees, and it not properly considering evidence Mrs X provided to challenge the decision. There is not enough evidence of fault by the Council to warrant us investigating.

Essex County Council (24 018 368)

Statement Not upheld Charging 13-Mar-2025

Summary: Ms X complained on behalf of Ms Y. She complained the Council did not complete the actions from a previous Ombudsman investigation. We have discontinued our investigation because the Council has evidenced it completed the actions. The issue with this matter is the explanation and communication from the Council. This is outside the scope of the original investigation and the Council should have the opportunity to consider this complaint.

Leicester City Council (24 017 673)

Statement Closed after initial enquiries Charging 13-Mar-2025

Summary: We will not investigate this complaint about disputed care and support invoices issued by the Council. This is because the complaint is late and there are no good reasons why we should exercise our discretion and investigate despite the passage of time.

Cheshire East Council (24 003 207)

Statement Upheld Charging 10-Mar-2025

Summary: Mrs Y complained the Council failed to properly assess her mother, Mrs X’s, care needs and finances in August 2022, and failed to then commission adequate care. She says the Council also over charged Mrs X for residential care. The Council failed to follow up on Mrs X’s domiciliary care assessment and follow the proper process to charge a top up on Mrs X’s residential care costs. The Council has offered a suitable payment for Mrs X’s domiciliary care. It should apologise and make a payment to Mrs Y for the uncertainty caused.