London Borough of Hillingdon

Miss X complained the Council failed to respond when she told it the care provider was increasing its hourly rate for her sister, Miss Y’s, care. Miss X said Miss Y’s care reduced and the family are in debt. There was fault in the way the Council delayed reviewing and increasing the direct payment amount and complaint handling was poor. This distressed Miss X and Miss Y was placed at risk of harm. The Council agreed to apologise, make a financial payment, take the actions it agreed to to increase the direct payment rate and remove the debt and evidence its service improvements.