LGO Individual Decisions

Summary: We will not investigate this complaint about how the Council dealt with a request for a copy of a safeguarding report. This is because the Information Commissioner is better placed to deal with such matters. We cannot deal with the complaint about practices at a hospital because we do not have jurisdiction to investigate the NHS.

Summary: Mr B complains the Council stopped his direct payments and is refusing to reinstate them. He also complains about the care and support plan the Council drafted. The Ombudsman has found some fault with the way the Council dealt with the direct payment. And its communications after setting it up. But the Council has decided not to seek recovery of payments made to Mr B. With an apology for other faults we have found, this is a suitable remedy.

Summary: Mrs X complained the Council failed to properly assess her son’s needs under the disabled facility grant process. There was no fault in the Council’s actions.

Summary: There was fault by the Council as it took off selling fees after taking off the mortgage cost when carrying out a financial reassessment. The Council has corrected this error and explained the complainant still had capital above the upper capital limit so was responsible for the full cost of residential care fees. So, the error did not cause financial injustice which needs to be remedied. During the investigation of the complaint, the Council also identified another error which it has corrected, which reduced the amount owed by £411.

Summary: Miss B complained about delay by the Council in dealing with her complaint about children’s services and delay in implementing the recommendations at all three stages of the complaints process. We found that the Council delayed unreasonably in considering the complaint and implementing the recommendations. The Council has agreed to pay Miss B £1000, consider training for all staff on the impact of domestic abuse and improve its procedures for the future.

Summary: We will not investigate this complaint about the Council’s alleged failure to ensure staff and customers wear face masks when visiting one of its libraries. This is because there is not enough evidence of fault by the Council.

Summary: We will not investigate this complaint about the Council charging the late Mrs C’s estate for the legal fees incurred as a result of a deferred payment agreement. This is because there is not enough evidence of fault with the actions taken by the Council to warrant an Ombudsman investigation. We are satisfied an apology and review of processes remedies any injustice to Ms B caused by the delay in the Council responding to her complaint.