London Borough of Hounslow

There was fault by the Council. It took too long to complete financial assessments so that Miss X was not clear how much her mother would need to pay towards her care charges before the care started. It did not give information or advice to Miss X about the process or the charges, and did not fully respond to her complaint about this. This caused Miss X distress, frustration and uncertainty. The Council will apologise to Miss X, make a symbolic payment to recognise the impact on her, and remind staff that the care and support plan should include information about the financial assessment and a