A South London council has been ordered to pay compensation after it failed to inform a resident about his father's care costs for more than 18 months, leaving him facing a shock substantial bill.
Major Delays and Ombudsman Investigation
The Local Government and Social Care Ombudsman found that Wandsworth Council caused a man, referred to as Mr X, "distress, frustration and lost opportunity" due to significant failures in its administration of his father's care. The watchdog instructed the council to deduct £1,000 from the care fees and provide a formal apology.
The council began providing care for Mr X's father in February 2023. However, it did not share the required care and support plan with the family until March, prompting Mr X to cancel the care. When care resumed in July 2023, the council again failed to provide an updated plan.
The Shock Bill and Unclear Charges
The most critical failure occurred in the council's financial management. Wandsworth Council did not complete a correct financial assessment for the father until late September 2024 – a delay exceeding 18 months from the start of care provision.
It was only at this point that Mr X was informed of the massive accumulated debt. The council stated the weekly contributions were £500 for the period from February to March 2023, £604 from July 2023 to June 2024, and £638 from July 2024 onwards.
The ombudsman's report concluded that because Mr X was kept in the dark about the specific costs, he was unable to make informed choices about his father's care during the relevant period. The report also criticised the council for producing bills that lacked clarity and transparency.
Council Apology and Service Improvements
In addition to the financial penalty and apology, the ombudsman mandated that the council provide Mr X with a clear and itemised breakdown of all charges. This directive came after the council had previously reduced the charges by £6,665.81 in July 2025 due to confusion over 'double handed care', but failed to explain the deduction adequately.
A Wandsworth Council spokesperson said: "We seek to deliver the best possible outcomes for residents with social care needs. We accept the ombudsman's findings and have apologised to Mr X, paying the financial remedy ordered. We're sorry for the distress Mr X and his father experienced, and we have taken lessons from this experience to improve our service."
The case highlights the critical importance of transparency and timely communication in the administration of adult social care by local authorities.
