Overview
The complainant (Mr C) raised concerns about Fife Council (the Council)'s handling of his request for direct payments to enable him to purchase help with domestic tasks in his home.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) delayed placing Mr C on the home care waiting list (upheld);
- (b) failed to provide Mr C with information on the progress of his request for direct payments (upheld); and
- (c) delayed in responding to Mr C's complaint to the Chief Executive about direct payments (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) provide Mr C with a written apology for the delay in processing his request for direct payments and for failing to provide Mr C with information on the progress of his request;
- (ii) pay Mr C direct payments for the period for which he was eligible i.e. 12 November 2004 to 6 December 2005;
- (iii) devise a detailed procedure for the handling of direct payment requests that takes into account the legislative requirements and guidance. The procedure should clearly specify the role of the Social Work, Home Care and Direct Payment Services in the handling of direct payment requests and require that each step of the process be documented and held on file. The procedure should also include the requirement that all forms, which are part of the process, are completed, signed and dated and that applicants for direct payments or homecare are informed in writing of the outcome of their application and the reasons for the decision; and
- (iv) devise a system to ensure that, in future, complaints are dealt with in a timely manner.
The Council have accepted the recommendations.