Hounslow Council has apologised for severe delays and communication failures that left an elderly woman and her family worried about a backdated care bill of up to £1,400 in her final days. The Local Government and Social Care Ombudsman ruled that the council's actions caused unnecessary distress, and a symbolic payment of £250 has been made to the woman's daughter.
Unexpected bill for home care
The woman, referred to as Mrs K in the Ombudsman's report, was assessed by Hounslow Council as requiring home care in March 2024, with services beginning the same month. Her daughter, Miss X, completed the financial assessment form and was reportedly told by her mother's social worker that, as Mrs K had very little in savings, the council would not expect her to contribute to her home care costs.
However, following a hospital admission in August 2024, Mrs K was discharged to a care home. In the following months, the council chased the family for financial details, which resulted in a new care and support plan for Mrs K in December. This plan included a personal budget setting out the cost of care, but it did not specify how much Mrs K should contribute, according to the Ombudsman's report.
Backdated charges and lack of communication
One month later, in January 2025, the council wrote to Miss X to inform her that her mother owed £77 per week for home care, backdated from April 2024 until her hospital admission in August - a total of roughly £1,300 to £1,400. The council also informed the family that, once Mrs K entered the care home, the value of her property would be taken into account after 12 weeks, meaning she would be liable for the full cost of her care from October onwards.
Miss X complained to the council, stating that she had not been told how the charges would be calculated and that the delay had resulted in a very large bill that came as a shock. The council responded by explaining the law and her options, but noted that another team would respond to her complaint. Miss X never received a response to this complaint, and her mother died around two months later before the debt was settled.
Ombudsman finds fault and council apologises
The Ombudsman found fault in the council's severe delays and failure to communicate effectively. The report stated: "In these circumstances, it was essential that the council completed a financial assessment without delay and gave clear advice and information to Miss X about care charges." Additionally, the Care Act 2014 requires personal budgets in care plans to clearly state personal contributions, which the council failed to do.
A council spokesperson said: "We accept the findings of the Ombudsman and have apologised to Miss X while taking swift action to improve our practice in this area, namely our Financial Assessment Process. Staff have also been briefed, and a payment has been made to compensate Miss X for the impact this situation has had on her."
Hounslow Council made a symbolic payment of £250 to Miss X in recognition of the impact the situation had on her. The council also agreed to reflect on the case to ensure it maintains clear records of how and when financial information is shared, fully replies to complaints, and ensures effective coordination and recording of communications between services.
