Nottingham City Council (24 014 805)

Statement Closed after initial enquiries Direct payments 18-Feb-2025

Summary: We cannot investigate this complaint about adult social care provision. We have no powers to consider complaints where the complainant has started court action.

Birmingham City Council (24 003 735)

Statement Upheld Direct payments 14-Feb-2025

Summary: Miss X complained about the Council’s failure to provide care and support for her brother, Mr Y, over a prolonged period. We found the Council to be at fault. To remedy the personal injustice caused by this fault, we recommend the Council should apologise, make a symbolic payment to both Miss X and Mr Y and backdate the direct payment to the date of the initial assessment in October 2022. The Council should also take action to improve its service.

Birmingham City Council (24 010 750)

Statement Closed after initial enquiries Direct payments 13-Feb-2025

Summary: We will not investigate Ms X’s complaint about the Council stopping her Direct Payment in 2021. The complaint lies outside our jurisdiction because it is late and there are no good reasons to exercise discretion to consider it now.

Gateshead Metropolitan Borough Council (24 013 377)

Statement Closed after initial enquiries Direct payments 10-Feb-2025

Summary: We will not investigate Miss X’s complaint about the Council’s decision to end her friend’s direct payments. This is because she is not a suitable representative to bring this complaint on her friend’s behalf.

West Sussex County Council (24 014 299)

Statement Closed after initial enquiries Direct payments 06-Feb-2025

Summary: We will not investigate Mr X’s complaint about a Council decision that it no longer considers a person suitable to manage his relative’s direct payment. There is insufficient evidence of fault to warrant an investigation and further investigation would not lead to a different outcome.

Solihull Metropolitan Borough Council (24 012 946)

Statement Closed after initial enquiries Direct payments 05-Feb-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision to suspend direct payments for his two adult children. The Council has thoroughly investigated Mr X’s concerns and we could not add to its response or achieve the outcome he wants

Hampshire County Council (24 007 049)

Statement Upheld Direct payments 29-Jan-2025

Summary: Miss X complains the Council failed to promptly pay direct payments for care she received while she was abroad, and there was a delay in restarting her care package. We found there was no evidence the Council agreed to pay Direct Payments and this had since been remedied by a retrospective payment in any event. However, we found Miss X was avoidably left without care on her return from abroad due to Service Failure and Fault by the Council, so a payment should be made to recognise this. The Council should also provide better communication for service users about the correct process to follow in situation where care is to be suspended and restarted.

Sandwell Metropolitan Borough Council (24 013 051)

Statement Closed after initial enquiries Direct payments 23-Jan-2025

Summary: We will not investigate Ms X’s complaint about the Council’s decision to suspend direct payments to her. The Council has thoroughly investigated Ms X’s concerns and we could not add to its response nor achieve the outcome Ms X wants.

Bournemouth, Christchurch and Poole Council (24 012 970)

Statement Closed after initial enquiries Direct payments 22-Jan-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision not to exercise discretion to disregard his share of a property for all means tested benefits and financial assessments. This is because there is insufficient evidence of fault.

Westminster City Council (24 002 126)

Statement Not upheld Direct payments 17-Jan-2025

Summary: Ms X complained about the Council’s response to her request for direct payments and related matters. We did not find the Council to be at fault. It responded to her requests for information, additional care and repayment appropriately.