Ealing Council was at fault in its handling of an elderly man’s care and charging arrangements, causing avoidable distress and uncertainty for his family, the Local Government and Social Care Ombudsman has found.
The complaint concerned Ealing Council’s management of care provided to a man, referred to as Mr Y, who had significant health needs and was supported at home by a family carer. After Mr Y was admitted to hospital in early 2024, the council carried out an initial needs assessment and arranged a package of home care, alongside issuing information about charging and a financial assessment.
However, family members repeatedly asked the Labour-run council to review the care plan, arguing that the proposed support was insufficient and that residential care should be considered. Although the council agreed to reassess Mr Y’s needs following a hospital readmission, it did not complete the review. Requests made in writing by another family member, Mr X, also went unanswered.
The Ombudsman found that while the original needs assessment was carried out properly, the council was at fault for failing to complete an agreed review of the care plan and for not carrying out a financial assessment after receiving the necessary paperwork. The council said it did not proceed because the family arranged private residential care, but the Ombudsman found this did not remove its responsibilities.
The investigation also criticised poor communication and complaint handling, including a four-month delay in responding and a lack of independence in the council’s internal complaints process. Ealing Council has agreed to carry out a backdated financial assessment, refund any overpaid care charges to Mr Y’s estate, and issue a written apology.
Speaking to EALING.NEWS, Councillor Gary Malcolm, leader of Ealing Liberal Democrats said: “Liberal Democrats say that Ealing Labour’s priority is not to provide a good service given this example where users are treated so despicably poor. Missing or failed reviewed seems a common approach. A total redesign of the service is needed.”
An Ealing Council spokesperson told EALING.NEWS: “We sincerely apologise for our failings in this case. Supporting residents with extra needs is a top priority for us.
“We have apologised to the people in this case for the avoidable and unnecessary uncertainty and frustration it caused them and our poor communication and complaints handling.
“We recognise that there is still work to do to ensure all residents receive a consistently high level of service and we are committed to acting on feedback. We are working to ensure our services continue to improve so we deliver the very best experiences for all our service users.”
