On behalf of Mr Y, Mr X complained the Council failed to provide a suitable direct payment and asked unnecessary questions when completing a financial assessment. We find the Council at fault for failing to provide relevant information relating to Mr Y’s care charges. This has caused Mr Y and Mr X distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment and improve its information about live-in care charges.
Source · LGO (Local Government & Social Care Ombudsman)
Hertfordshire County Council
LGO (Local Government & Social Care Ombudsman)
Upheld
Reference 25-010-449
Sector Adult Care Services
Category Direct Payments
Decided 14 May 2026
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Summary
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Read on the LGO (Local Government & Social Care Ombudsman) website
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