A Southwark mother has been awarded £700 in compensation after the council took too long to arrange appropriate care for her autistic daughter and failed to properly assess her own needs as a carer.
Council failures and family struggle
The woman, identified only as Miss X in an official report, complained to the Local Government and Social Care Ombudsman (LGSCO) about Southwark Council's handling of her daughter's care needs since September 2023.
Her daughter, referred to as Miss Y, has been diagnosed with autism, learning disability, bipolar disorder, anxiety and sleeping difficulties. She lives at home with Miss X alongside her younger brother, who also requires care and support.
Miss Y previously received a care package providing 22 hours of support weekly through direct payments. However, when Miss X contacted the council about transferring her daughter to a different adult social care team and potentially increasing her care hours, significant problems began.
Investigation reveals significant delays
The LGSCO investigation found significant delays in transferring Miss Y to the mental health team, despite the council having acknowledged this failure in its response to Miss X's February 2025 complaint.
Miss X argued that the mental health team wasn't appropriate for her daughter's needs, stating they didn't properly understand her requirements. She also reported that the council had failed to complete a carer's assessment for her, despite her caring for two adults with complex needs.
This omission caused Miss X real distress and frustration, as she felt decisions were being made without proper consideration of her circumstances as a full-time carer for both children.
Compensation and required actions
The Ombudsman ruled that Southwark Council must apologise to Miss X and conduct a new carer's assessment. The council has been instructed to pay £200 recognising the frustration and uncertainty caused by the delayed carer's assessment, plus the £500 it had previously offered if this hasn't already been paid.
While the Ombudsman didn't fault the council's decision to place Miss Y with the mental health team, it confirmed the transfer delays represented significant fault. The council must complete all required actions within one month of the September 29, 2025 decision date.
This case highlights the ongoing challenges families face when navigating complex social care systems and the importance of timely support for both vulnerable adults and their carers.
