Brent Council wrongly removed weekend care support from a severely disabled and non-verbal man, according to a Local Government and Social Care Ombudsman (LGO) investigation. The council has been ordered to apologise and pay £1,000 for the avoidable distress caused.
Family under strain
The man, referred to as Mr Y, has autism with motor and sensory difficulties, meaning he can be a danger to himself and others. His brother, Mr X, had to move back into the family home to care for him, preventing a care home placement. Mr X said caring for his brother had put a "huge strain" on him and his family.
Care package changes
Initially, Mr Y received a jointly funded health and social care package of 81 hours per week, including three nights and Sunday support. In May 2024, Mr X requested more hours as he needed to return to work full time. A social worker supported an increase to 111 hours per week. However, the council’s 18 Plus Panel later reduced Sunday hours from 10 hours of one-to-one support and three hours of two-to-one support, also reducing weekly two-to-one support. Mr X received no decision letter explaining the rationale.
Complaint and ombudsman findings
Mr X complained that the reduction was "just sprung on him." A stage two complaints report in January 2025 upheld most complaints and recommended a comprehensive risk assessment and review. The council accepted but failed to implement the actions. In August 2025, Mr X complained to the ombudsman about the delay and sought reimbursement for lost support at £20 per hour.
The ombudsman found the council at fault for failing to provide a decision letter and for delays. The report stated: "The failure to provide a decision letter... has meant that Mr X cannot understand the rationale for the reduction... I find the delay in reviewing the case and having an interim plan amounts to fault."
Council response
A Brent Council spokesperson said: "We accept the Ombudsman’s findings and apologise to the family for the shortcomings identified in this case. We recognise the impact this had on them and remain committed to learning from the issues raised. We have already taken steps to address the Ombudsman’s recommendations and are reviewing our processes to help ensure families receive the support they are entitled to in a timely and effective way."
The council has been ordered to pay Mr X £1,000 for avoidable distress and to review its procedures.
