EV charging infrastructure
Insufficient ultra-rapid electric vehicle charge point infrastructure and power capacity to meet future demand.
565 items
3 sources
Source spread
Where this theme appears
EV charging infrastructure has been flagged across 3 independent accountability sources:
79 committee recs
5 NAO recs
481 LGO/SPSO decisions
When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
Committee Recommendations (79) — showing 50 strongest matches
#17 —
Recommendation: We welcome the Government’s commitment to mandate that all new private charge points should be equipped with smart functionality and to introduce the relevant legislation later in 2021.
Gov response: Accept. We welcome the Committee’s support for our intention to mandate that private chargepoints must be smart. Government has committed to bringing forward legislation in Autumn 2021 which will mandate smart functionality for all new …
Under Consideration
#16 —
Recommendation: The Government must explain how it plans to tackle the potential price differential faced by people who cannot charge their vehicles at home and are compelled to rely on on-street public charge points. It could do this by: a) protecting …
Gov response: The Government partially accepts these recommendations. We recognise the difference in prices between those who can charge at home and those who charge on-street. We believe that EV drivers should be able to use fairly …
Under Consideration
#15 —
Recommendation: People who rely on public charging infrastructure should get value for money and should not be disadvantaged by unfair pricing mechanisms.
Gov response: The Government partially accepts these recommendations. We recognise the difference in prices between those who can charge at home and those who charge on-street. We believe that EV drivers should be able to use fairly …
Under Consideration
#14 —
Recommendation: In the charging infrastructure strategy, the Government must explain how it will improve the consumer experience at public charge points and ensure that a) drivers can seamlessly access any charging network in any location at any time; and b) charge …
Gov response: The Government accepts this recommendation. We agree that access to the public charging network should be seamless. We have proposed, in the Consumer Experience at Public Chargepoints consultation, that consumers and fleets should not have …
Under Consideration
#13 —
Recommendation: Charging an electric vehicle should be convenient, straightforward, and inexpensive. To boost consumer confidence in the charging network, to maximise convenience and value for motorists and to facilitate connectivity, all charge points should Zero emission vehicles 35 be interoperable and …
Gov response: The Government accepts this recommendation. We agree that access to the public charging network should be seamless. We have proposed, in the Consumer Experience at Public Chargepoints consultation, that consumers and fleets should not have …
Under Consideration
#12 —
Recommendation: The Government must amend the wayleave regime for installing charging infrastructure to ensure that that regime does not act as a barrier to roll-out.
Gov response: The Government partially accepts these recommendations. Government agrees that certain land rights processes, such as wayleaves, can increase the timescales and costs associated with electricity connections for EV chargepoints. We are keen to ensure that …
Under Consideration
#11 —
Recommendation: The electric vehicle charging infrastructure strategy must set out: a) how the £950 million rapid charging fund will be spent to facilitate the implementation of charging infrastructure; and b) the measures that the Government is taking to identify and address …
Gov response: The Government partially accepts these recommendations. We agree that the public charging network needs to include both a reliable network of high powered chargepoints along major roads, and well-maintained local charging provision. To ensure the …
Under Consideration
#10 —
Recommendation: Project Rapid, which specifies the number of charge points on the strategic road network by 2023 and beyond, is welcome. However, the spending priorities for the £950 million rapid charging fund are currently obscure. Given the time and expense involved …
Gov response: The Government partially accepts these recommendations. We agree that the public charging network needs to include both a reliable network of high powered chargepoints along major roads, and well-maintained local charging provision. To ensure the …
Under Consideration
#8 —
Recommendation: To facilitate the roll-out of charging infrastructure, the Government must: a) use the upcoming Planning Bill to make public charge point provision a requirement of local plans; b) make funding for the on-street residential charging scheme dependent upon local authorities …
Gov response: The Government partially accepts these recommendations. For a successful transition to mass market EV uptake holistic, joined up thinking is required at both a local and national level. In theElectric Vehicle Infrastructure Strategy, we will …
Under Consideration
#7 —
Recommendation: As part of its electric vehicle charging infrastructure strategy, the Government must explain: a) how it will support all regions and local authorities to deliver sufficient and well- maintained charging infrastructure solutions tailored to local needs, so that no area …
Gov response: The Government accepts these recommendations. We are committed to ensuring that no areas are left behind as the country transitions to electric vehicles. We believe it is vitally important that no matter where you live …
Under Consideration
#6 —
Recommendation: Drivers who do not have access to off-street parking and who live in rural or remote areas may struggle to charge their vehicles. To ensure that a comprehensive network of electric vehicle charging infrastructure is in place by 2030, sub-national …
Gov response: The Government accepts these recommendations. We are committed to ensuring that no areas are left behind as the country transitions to electric vehicles. We believe it is vitally important that no matter where you live …
Under Consideration
#4 —
Recommendation: In order to achieve its 2030 and 2035 targets, the Government must introduce a ZEV mandate to incentivise manufacturers to sell an increasing proportion of ZEVs or to purchase tradeable credits year-on-year, reaching some 100% ZEV sales by 2030.
Gov response: The Government partially accepts these recommendations. The Government agrees that a new regulatory framework is required in order to deliver our net zero ambitions from road transport, and to deliver an increasing proportion of zero …
Under Consideration
#3 —
Recommendation: A zero emission vehicle mandate would: • be revenue neutral; • provide certainty to allow manufacturers to invest in the UK and supply a sufficient volume of ZEVs to meet the UK’s decarbonisation commitments; • reduce costs for consumers by …
Gov response: The Government partially accepts these recommendations. The Government agrees that a new regulatory framework is required in order to deliver our net zero ambitions from road transport, and to deliver an increasing proportion of zero …
Under Consideration
#5 — Accelerate rollout of rapid charging infrastructure for future electric and zero-emission vehicle fleets
Recommendation: We welcome Project Rapid’s dedicated fund for enhancing electric vehicle charging provision on the Strategic Road Network, but a quicker and greater rollout of rapid charging points and supporting infrastructure will be required to support a future electric vehicle fleet, …
Gov response: The Government notes this recommendation. Government assesses deliverability when setting a RIS, with independent scrutiny and assessment by the ORR. The ORR has an important role in the development of a RIS. The ORR provides …
Under Consideration
#31 — Public charge point network failing to meet disabled drivers' needs without standard.
Recommendation: Many disabled people are reliant on their cars as existing public transport does not adequately cater for their needs.58 Failure to address problems with the uptake of the standard will mean that the public charge point network will continue to …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2025 5.2 The department acknowledges that the chargepoint network needs to work for all users, including those with disabilities. It has been working …
Not Addressed
#30 — Component availability for accessible charge points hindered by international supply chains.
Recommendation: One of the barriers identified by charge point operators is the availability of components for an accessible charge point. Both the Association for Renewable Energy and Clean Technology (REA) and the Motability Foundation report that most operators do not produce …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2025 5.2 The department acknowledges that the chargepoint network needs to work for all users, including those with disabilities. It has been working …
Accepted
#29 — Accessible charge point standard remains unmandated and poorly understood by operators.
Recommendation: However, the Department has not mandated use of the standard. The Motability Foundation told us that two years on from its launch, there are still no charge points in the UK which are fully compliant with the standard. Charge point …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2025 5.2 The department acknowledges that the chargepoint network needs to work for all users, including those with disabilities. It has been working …
Accepted
#28 — Many public charge points remain inaccessible for disabled drivers despite new accessibility standards
Recommendation: By 2035, 1.35 million drivers with disabilities are expected to be partially or wholly dependent on public charge points, but many charge points, or their surrounding environment, have features which make them inaccessible. These include features such as charge points …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2025 5.2 The department acknowledges that the chargepoint network needs to work for all users, including those with disabilities. It has been working …
Not Addressed
#27 — Cost disparity for public charging disproportionately impacts demographic groups without off-street parking
Recommendation: The Department acknowledged that there are certain demographic groups who are less likely to have off street parking, meaning that people may pay more to drive electric vehicles due to the type of home they live in.49 For example, the …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 The department has appointed the Office for Product Safety and Standards (OPSS) to act as the regulator for the Public Charge Point …
Not Addressed
#25 — Drivers reliant on public charge points pay significantly more due to VAT and other costs
Recommendation: The Department expects that most people will charge their vehicles at home using private charge points, however, those reliant solely on public charging, such as those without access to off–street parking, pay significantly more to charge their vehicles. This is …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 The department has appointed the Office for Product Safety and Standards (OPSS) to act as the regulator for the Public Charge Point …
Not Addressed
#22 — Public charge point use became too complex due to payment, pricing, and reliability issues
Recommendation: In 2021, the Department consulted on drivers’ experience of using public charge points, identifying that the use of public charge points was becoming too complex. In particular, there were too many different payment methods required between different operators, pricing was …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 4.2 The department has appointed the Office for Product Safety and Standards (OPSS) to act as the regulator for the Public Charge Point …
Accepted
#18 — Determine actions to ensure public charging network meets needs of all drivers and remote locations
Recommendation: The uptake of electric vehicles and rollout of public charge points is expected to increase over the coming years, as new petrol and diesel vehicle sales are phased out. The Department’s 2022 electric vehicle infrastructure strategy contained a series of …
Gov response: 6.1 The government agrees with the Committee’s recommendations. Recommendation implemented 6.2 The government’s vision is that all drivers can charge conveniently for both daily and long-distance driving and that there is a compelling, and visible, …
Accepted
#16 — Significant distribution gaps persist for ultra-rapid charge points on major A-roads
Recommendation: The number of ultra rapid charge points installed within one mile of the wider strategic road network has exceeded the Department’s expectations, with 2,377 installed by July 2024, against a target of 2,500 by 2030.27 However, distribution remains a problem; …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: September 2025 3.2 As set out in the NAO’s report, the number of chargepoints installed on and around the Strategic Road Network (SRN) that …
Not Addressed
#15 — Current ultra-rapid charge point benchmark insufficient for future demand and power capacity
Recommendation: The Department stated that there was not necessarily a very scientific underpinning for using six ultra–rapid charge points as its benchmark today, however, meeting charge point demand in the longer term might require much more than this, and in July …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: September 2025 3.2 As set out in the NAO’s report, the number of chargepoints installed on and around the Strategic Road Network (SRN) that …
Not Addressed
#14 — Motorway ultra-rapid charge point targets missed due to optimistic planning and grid connection issues
Recommendation: The Department had an ambition that operators would install six ultra rapid charge points at every motorway service area by the end of 2023. However, only around half installed that many charge points by that time, and by January 2025 …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: September 2025 3.2 As set out in the NAO’s report, the number of chargepoints installed on and around the Strategic Road Network (SRN) that …
Not Addressed
#13 — Ultra-rapid charge points on strategic roads crucial for motorist confidence and range anxiety
Recommendation: Public ultra–rapid charge points across along motorways and major A–roads (collectively known as the strategic road network) are necessary to address “range anxiety” amongst motorists. Motorway service areas in particular act like the “shop window” for providing confidence to drivers …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: September 2025 3.2 As set out in the NAO’s report, the number of chargepoints installed on and around the Strategic Road Network (SRN) that …
Not Addressed
#8 — LEVI programme struggles to address inequalities; operators favour commercially viable areas
Recommendation: However, the West of England Mayoral Combined Authority reported to us that while the LEVI programme is attempting to mitigate broader regional inequalities, operators bidding for these contracts are still likely to focus on more commercially viable areas within regions. …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Recommendation implemented: April 2025 1.2 The department currently produces quarterly statistics on electric vehicle (EV) charging infrastructure which breaks down chargepoint provision by local authority. As part …
Accepted
#1 — Shift to electric vehicles necessitates a comprehensive public charging network for all drivers
Recommendation: On the basis of a report by the Comptroller and Auditor General, we took evidence from the Department for Transport (the Department) about public charge points for electric vehicles.1 The government has committed to phasing out new petrol and diesel …
Gov response: The government agrees with the Committee’s recommendation. infrastructure which breaks down chargepoint provision by local authority. As part of these releases, statistics on the number of charging devices per 100,000 population are produced which shows …
Accepted
#5 — Set out actions to improve charge point accessibility and align international standards
Recommendation: The interests of drivers with disabilities have been left behind in the rollout of public charge points. By 2035, 1.35 million drivers with disabilities are expected to be partially or wholly dependent on public charge points, but many charge points, …
Gov response: The government agrees with the Committee’s recommendation. users, including those with disabilities. It has been working with industry, disabled users, accessibility experts, charities, consumer groups and the devolved administrations to review the Publicly Available Specification …
Accepted
#3 — Set out steps to address ultra-rapid charge point gaps on strategic road network
Recommendation: The Department has been slow to ensure the availability of ultra–rapid charge points at motorway service areas. Motorway service areas are vital for providing confidence to drivers that charge points are widespread and will be available on longer journeys. The …
Gov response: The government agrees with the Committee’s recommendation. Strategic Road Network (SRN) that can charge vehicles quickly has grown substantially and is ahead of expectations. As of January 2025, there are more than 5,250 rapid and …
Accepted
#11 — Strengthen National Policy Statement for Ports to support shore power and electric vessel charging
Recommendation: The Government should strengthen the National Policy Statement for Ports to better support the provision of shore power and electric vessel charging infrastructure as decarbonisation options, recognising the critical interface between ports and the energy grid. It would also assist …
No Published Response
#17 —
Recommendation: The Department for Transport informed us there will now be a “shift” in focus from funding for home charging to on-street and other publicly available local charging. The government has doubled investment for the current year for the on-street residential …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#16 —
Recommendation: For longer journeys, drivers can access public infrastructure on the strategic road network. The government has funded infrastructure so that on the strategic road network, drivers are never further than 20 miles from a rapid charge-point and will spend £950 …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#15 —
Recommendation: We asked the Departments about their strategy to avoid “notspots” - areas where the market does not deliver because uptake is insufficient, especially for rural areas. The Department for Transport told us that the majority of electric car owners will …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#14 —
Recommendation: We challenged the Department for Transport on how it would ensure the charging infrastructure expanded in step with its plans for a very rapid expansion in the number of electric cars ahead of 2030. The Department told us it has …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#13 —
Recommendation: The scale and reach of the charging infrastructure has grown over the past decade.26 The Department for Transport informed us that there are now 20,800 public charge-points in the UK, with 783 new charge-points created in the 30 days before …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#12 —
Recommendation: There is regional variation in the uptake of ultra-low emission cars in the UK, for example high levels of take-up in southern England, and we have been concerned about whether some locations, including rural areas, are missing out on the …
Gov response: 3: PAC conclusion: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. …
Under Consideration
#11 —
Recommendation: The Department for Transport acknowledged range anxiety as a barrier to take-up and is providing investment for infrastructure, specifically focusing on public and rapid charging. However, it told us that because 99% of all journeys are under 100 miles, electric …
Gov response: 2: PAC conclusion: There are a wide range of consumer-facing issues that still need to be addressed to increase the uptake of zero-emission cars. 2: PAC recommendation: The Departments for Transport and for Business, Energy …
Under Consideration
#10 —
Recommendation: We asked what the Departments were planning to do about the higher cost of charging on the public network compared to home charging.18 A National Audit Office analysis of public data suggests that charging at home can cost between 59% …
Gov response: 2: PAC conclusion: There are a wide range of consumer-facing issues that still need to be addressed to increase the uptake of zero-emission cars. 2: PAC recommendation: The Departments for Transport and for Business, Energy …
Under Consideration
#7 —
Recommendation: We were interested in hearing the Departments view on what barriers needed to be overcome to achieve the targets for zero-emission cars. The Department for Transport told us it had undertaken a lot of research into this area, and the …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2021. 2.2 The government wants consumers and businesses across the UK to benefit from the transition to ZEVs. The 2035 Delivery Plan set …
Under Consideration
#3 —
Recommendation: We are not convinced that government has sufficiently thought through how the charging infrastructure will expand at the pace required to meet the ambitious timetable to phase out petrol and diesel vehicles. The Department for Transport makes a series of …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: Autumn 2021 3.2 The DfT’s EV infrastructure strategy (autumn 2021) will set out the vision and action plan for market-led charging infrastructure roll out …
Under Consideration
#2 —
Recommendation: There are a wide range of consumer-facing issues that still need to be addressed to increase the uptake of zero-emission cars. Consumers are not all yet convinced that zero-emission cars are a suitable alternative to petrol and diesel models, with …
Gov response: 2: PAC conclusion: There are a wide range of consumer-facing issues that still need to be addressed to increase the uptake of zero-emission cars. 2: PAC recommendation: The Departments for Transport and for Business, Energy …
Under Consideration
#9 —
Recommendation: The Government must work with National Grid to map the electricity network to assess potential weak areas, especially in rural locations, and to develop a plan to prevent ‘not-spots’ from emerging similar to those during the roll-out of broadband and …
Gov response: The Government partially accepts these recommendations. The Electric Vehicle Infrastructure Strategy will set out as part of its vision that no region or demographic should be left behind in the rollout of EV charging infrastructure …
Under Consideration
#2 —
Recommendation: In order to ensure that the Government achieves the targets set out in the Transport Decarbonisation Plan, it may need to intervene to support the second-hand market in electric vehicles until price parity with comparable ICE vehicles is reached.
Gov response: The Government partially accepts these recommendations. The Government agrees that a new regulatory framework is required in order to deliver our net zero ambitions from road transport, and to deliver an increasing proportion of zero …
Under Consideration
#1 —
Recommendation: A healthy used electric vehicle market is critical to ensuring that electric vehicles are not the sole preserve of people who can afford new models. The Government’s position is that current incentives to stimulate the sale of new EVs are …
Gov response: The Government partially accepts these recommendations. The Government agrees that a new regulatory framework is required in order to deliver our net zero ambitions from road transport, and to deliver an increasing proportion of zero …
Under Consideration
#9 — Consumer buy-in for net zero technologies remains unassessed despite practical challenges.
Recommendation: The rapid deployment of net zero technologies will depend crucially on whether consumers want to buy them. However, consumers can face significant practical challenges in incorporating new technologies into their everyday lives, as we see with building an adequate charging …
Gov response: 3.1 The government agrees with the Committee’s recommendation. Target implementation date: Spring 2025 3.2 The Net Zero Strategy set out six clear principles on how the government will engage the public and support them to …
Accepted
#6 — Set out vision for public charging network and inter-departmental coordination improvements
Recommendation: The Department has more to do in planning ahead for the widespread adoption of electric vehicles. The uptake of electric vehicles and rollout of public charge points is expected to increase over the coming years, as new petrol and diesel …
Gov response: The government agrees with the Committee’s recommendations. Recommendation implemented The government’s vision is that all drivers can charge conveniently for both daily and long-distance driving and that there is a compelling, and visible, charging offer …
Accepted
#2 — Update committee on LEVI programme progress, spending, procurement outcomes, and local authority support
Recommendation: Delays to the Local Electric Vehicle Infrastructure (LEVI) programme mean that local authorities need further support. The £450m LEVI programme supports local authorities in England to install charge points where they identify they are most needed. In setting up the …
Gov response: The government agrees with the Committee’s recommendation. the progress and delivery of the LEVI programme, including the areas specified in the recommendation. Since publication of the Committee’s report, a further 28 projects have been approved. …
Accepted
#18 —
Recommendation: The Government must mandate industry to: a) use price as a lever to shift consumer behaviour away from conventional refuelling habits towards ‘a little but often’ approach; and b) incentivise consumers to charge at times when there is less demand …
Gov response: The Government partially accepts these recommendations. We are confident the electricity system can accommodate the increased demand from electric vehicles, through the robust processes in place for bringing forward new generation and network upgrades. In …
Under Consideration
#5 —
Recommendation: The Government must define ‘significant zero emissions capability’ for the automotive manufacturing industry, while ensuring that only the cleanest possible hybrid technology is available until 2035. It should also maintain a technology-neutral approach to the transition to ZEVs and explore …
Gov response: The Government accepts this recommendation. We have recently consulted to define ‘significant zero emissions capability’ and we will respond in due course. The technologies on sale, and the market share of those technologies, must be …
Under Consideration
NAO Audit Recommendations (5)
Public chargepoints for electric vehicles
DfT should ensure that a clear understanding of what constitutes compliance to the chargepoint accessibility standard is determined, so that industry and local authorities can incorporate it into future installations.
Accepted
Public chargepoints for electric vehicles
DfT should develop a monitoring framework for the open data it collects through the Public Charge Point Regulations, so that it can understand emerging consumer and operator issues in the chargepoint market, including where regional variations may emerge.
Accepted
Public chargepoints for electric vehicles
DfT should work with local authorities, and the central support body it established to help them, to develop a plan for how to sustain the capability built through the LEVI programme after it ends.
Accepted
Public chargepoints for electric vehicles
DfT should develop a set of strategic principles for intervention, to guide its design of future interventions where chargepoint demand may not be addressed by its existing programmes.
Accepted
Public chargepoints for electric vehicles
DfT should consider whether developing regional demand forecasts, and demand forecasts differentiating between urban and rural locations, would aid the rollout of public chargepoints.
Accepted
LGO / SPSO Decisions (481)
22-001-291 — Rochdale Metropolitan Borough Council
Summary: We stopped investigating a complaint about the Council’s social care charging policy because it is reasonable for Mr X to wait for the Council to review the policy.
LGO (Local Government & …
Adult Care Services
Not Upheld
Nov 2022
21-019-049 — Durham County Council
Summary: Mrs X complained on behalf of Mr Y about how the Council handled Mr Y’s care charges. There was fault by the Council in how it delayed changing and informing Mrs X about Mr Y’s increased contributions. The Council also failed to explain Mr Y’s revised charges to Mrs …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2022
25-016-629 — London Borough of Newham
LGO (Local Government & …
Adult Care Services
25-015-743 — London Borough of Ealing
LGO (Local Government & …
Adult Care Services
25-000-579 — Sandwell Metropolitan Borough Council
LGO (Local Government & …
Adult Care Services
Upheld
25-013-904 — Newcastle upon Tyne City Council
LGO (Local Government & …
Adult Care Services
24-023-260 — Priory CC130 Limited aka Care Concern Limited
LGO (Local Government & …
Adult Care Services
Upheld
25-008-975 — Hampshire County Council
LGO (Local Government & …
Adult Care Services
Upheld
25-004-380 — Somerset Council
LGO (Local Government & …
Adult Care Services
Upheld
25-003-656 — Liverpool City Council
LGO (Local Government & …
Adult Care Services
Upheld
25-003-535 — Staffordshire County Council
LGO (Local Government & …
Adult Care Services
Upheld
24-020-147 — Medway Council
LGO (Local Government & …
Adult Care Services
Upheld
25-013-211 — North Yorkshire Council
LGO (Local Government & …
Adult Care Services
25-016-689 — City of Bradford Metropolitan District Council
LGO (Local Government & …
Adult Care Services
25-013-804 — Durham County Council
LGO (Local Government & …
Adult Care Services
25-010-973 — Newcastle upon Tyne City Council
LGO (Local Government & …
Adult Care Services
25-012-399 — London Borough of Havering
LGO (Local Government & …
Adult Care Services
25-007-459 — Southampton City Council
LGO (Local Government & …
Adult Care Services
25-010-705 — Norfolk County Council
LGO (Local Government & …
Adult Care Services
25-008-640 — Redcar & Cleveland Council
LGO (Local Government & …
Adult Care Services
25-010-387 — Suffolk County Council
LGO (Local Government & …
Adult Care Services
25-003-002 — Essex County Council
LGO (Local Government & …
Adult Care Services
Upheld
25-000-463 — West Sussex County Council
LGO (Local Government & …
Adult Care Services
Upheld
20-010-011 — Northamptonshire County Council
Summary: Mr B complains that the Council overcharged his late mother for her domiciliary and residential care. The Ombudsman considers that there were errors in the financial assessment for Mr B’s mother’s residential care and, as a result, she should have been charged more for her care. The Ombudsman considers …
LGO (Local Government & …
Adult Care Services
Upheld
Feb 2022
20-009-655 — Cambridgeshire County Council
Summary: Mrs X complained about the Council’s refusal to disregard the late Mr Y’s property although she lived there with her partner. She says she will be made homeless if they force her to sell the property to pay Mr Y’s care costs. We found the Council was not at …
LGO (Local Government & …
Adult Care Services
Not Upheld
Feb 2022
20-004-813 — Bournemouth, Christchurch and Poole Council
Summary: Mr X complained the Council charged him for care he was not aware he was going to be charged for. He said the Council continued to charge him even after he asked it to significantly reduce the amount of care provided because he did not want it, and the …
LGO (Local Government & …
Adult Care Services
Upheld
Feb 2022
21-012-445 — Oxfordshire County Council
Summary: We will not investigate Mrs X’s complaint that the Council delayed in sending invoices for her mother’s contribution towards her care home charges, leading her to receive a large invoice she did not expect. This is because an investigation by this office could not add to the explanation and …
LGO (Local Government & …
Adult Care Services
Feb 2022
21-011-212 — Amica Care Trust
The Care Provider took too long to submit a nursing assessment for Funded Nursing Care. This caused Mrs Y a financial loss because her fees were not reduced for three months. The Care Provider will apologise and reimburse Mrs Y.
LGO (Local Government & …
Adult Care Services
Upheld
Mar 2022
21-014-285 — Devon County Council
Summary: We will not investigate Mrs X’s complaint about third party top-up fees she paid towards her mother’s residential care costs. The complaint lies outside our jurisdiction because it is late and there are not good grounds to consider it now.
LGO (Local Government & …
Adult Care Services
Mar 2022
21-010-606 — Lilies Home Care Ltd
Summary: Mrs X complained about the Care Provider’s actions in relation to her mother’s care charges. The Care Provider was not at fault.
LGO (Local Government & …
Adult Care Services
Not Upheld
Mar 2022
21-010-309 — Essex County Council
the Council failed to clearly communicate or respond properly to his queries about the payment arrangements for his late mother
LGO (Local Government & …
Adult Care Services
Upheld
Apr 2022
21-008-031 — London Borough of Hillingdon
Summary: Mr X complained about the Council’s handling of his mother, Mrs Y’s, financial assessment during 2021 and early 2022. There was no fault in how the Council financially assessed Mrs Y during 2021 and it was entitled to ask for the further evidence it required. However, since early 2022 …
LGO (Local Government & …
Adult Care Services
Upheld
Apr 2022
21-015-165 — Belgravia Care Home Limited
Summary: We will not investigate this complaint about the alleged Care Provider’s failings during the complainant’s admission to a residential care home. This is because the Care Provider has already offered a suitable remedy for the issues raised in the complaint and the complainant is satisfied with the outcome.
LGO (Local Government & …
Adult Care Services
Not Upheld
May 2022
21-018-786 — Kirklees Metropolitan Borough Council
Summary: We do not propose to investigate this complaint about the Council’s provision of information with regard to charging for residential care provision. This is because although there was fault by the Council, we do not consider it caused the injustice the complainant claims, and we cannot achieve his desired …
LGO (Local Government & …
Adult Care Services
May 2022
21-016-135 — Think Homecare Limited
Summary: Mrs C complained Think Homecare Ltd wrongly charged her parents, Mr and Mrs B, for domiciliary care services. Mrs C said they cancelled three days of domiciliary visits in advance, were told by Think Homecare Ltd they would not be charged, but were. This caused Mr and Mrs B …
LGO (Local Government & …
Adult Care Services
Upheld
Jun 2022
21-012-463 — Bournemouth, Christchurch and Poole Council
Summary: Mr X complained about the way the Council carried out a financial assessment for his mother’s residential care. We found fault with the way the Council treated the joint bank account of Ms M and her partner in the financial assessment. The Council has agreed to apologise and to …
LGO (Local Government & …
Adult Care Services
Upheld
Jun 2022
21-004-616 — Medway Council
Summary: We will not investigate this complaint about lack of information provided to Mr B and his deceased parents regarding charges for care. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is no good reason …
LGO (Local Government & …
Adult Care Services
Jun 2022
21-010-880 — Suffolk County Council
Summary: The Council failed to notify Mrs X correctly of the charges payable for her care. Mrs X received the care and owes a debt to the Council for it: however, the Council acknowledges that its failing lost the family the opportunity to change the care provided, and will make …
LGO (Local Government & …
Adult Care Services
Upheld
Jun 2022
21-014-290 — London Borough of Sutton
Summary: Mr B applied for a deferred payment arrangement for residential care fees. The Council rejected it because of a first charge on the property but did not say what other types of security it may accept. This goes against the requirements of the care and support statutory guidance; the …
LGO (Local Government & …
Adult Care Services
Upheld
Jun 2022
22-003-875 — Durham County Council
Summary: We will not investigate Mr B’s complaint about the Council charging his late mother, Mrs C, for care he believed would be free of charge. This is because further investigation could not add to the Council’s response or make a different finding of the kind Mr B wants.
LGO (Local Government & …
Adult Care Services
Jul 2022
22-003-845 — East Sussex County Council
Summary: We will not investigate Mrs X’s complaint about a bill she received for care charges. This is because the Council has already waived the bill and so the matter is resolved.
LGO (Local Government & …
Adult Care Services
Jul 2022
22-005-925 — Cheshire West & Chester Council
Summary: We will not investigate this complaint about the Council further invoicing Mr B for his late father’s, Mr D’s, care after sending a final invoice. This is because we could not add to the Council’s response or make a different finding of the kind Mr B wants.
LGO (Local Government & …
Adult Care Services
Aug 2022
22-006-151 — Dorset Council
Summary: We will not investigate this complaint about the Council’s failure to implement a policy warning past, current and potential customers of its high fees. This is because the Council has explained the actions it has taken to advise customers of the costs and we are satisfied this is an …
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2022
22-005-281 — Norfolk County Council
Summary: We will not investigate this complaint about the Council charging Mr X for care and support and for not making the reasonable adjustments requested. This is because we have previously considered the complaint and the complaint about reasonable adjustments is late.
LGO (Local Government & …
Adult Care Services
Aug 2022
22-006-401 — Amica Care Trust
Summary: We will not investigate this complaint about residents being double charged for care and support services. This is because the alleged fault has not caused Mr X any personal injustice.
LGO (Local Government & …
Adult Care Services
Sep 2022
21-018-363 — London Borough of Brent
Summary: We will not investigate Ms B’s complaint about money taken by the Council from Mrs D’s account. This is because the Council has apologised, written off Mrs D’s remaining debt and paid Ms B £100 for the time and trouble she had in pursuing the complaint. We are satisfied …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2022
21-018-193 — Proper Care (Cornwall) Ltd
Summary: There was fault by the care agency. It did not send a written contract to Mrs X, when it arranged home care for her mother. It also did not provide enough notice in writing when it decided to terminate care services. This caused considerable distress for Mrs X, as …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2022
22-007-406 — Eleanor Nursing and Social Care Limited
Summary: We will not investigate this complaint about a care provider incorrectly stating Ms A’s account is in arrears. This is because there is insufficient evidence of fault and injustice to justify an investigation.
LGO (Local Government & …
Adult Care Services
Sep 2022
22-007-786 — London Borough of Bromley
Summary: We will not investigate this complaint about the Council charging the late Mrs C for care in 2016. This is because Mr D could have come to us sooner. It would be reasonable for Mrs C’s executor to defend the Council’s recovery of the debt in court if they …
LGO (Local Government & …
Adult Care Services
Sep 2022
22-007-644 — Oldham Metropolitan Borough Council
Summary: We will not investigate this complaint about charging for adult social care because there is no evidence of fault or injustice, and we cannot achieve the outcome Ms B wants.
LGO (Local Government & …
Adult Care Services
Sep 2022