London Borough of Tower Hamlets

Mr X complained about the Council’s handling of his care and support needs. We do not found fault in the overall progression of Mr X’s care and support planning or in the arrangements made for his direct payments once he confirmed he wished to proceed. However, we do find fault in the delay completing the financial assessment, the Council incorrectly advising Mr X he was required to contribute towards his care costs, failures to consistently record and implement agreed reasonable adjustments, and delays in complaint handling. These faults caused Mr X avoidable distress, frustration, uncertaint