Hounslow Council apologises after unexpected care bill shocks family

The family of an elderly Hounslow resident, referred to as Mrs K, spent her final days dealing with an unexpected care bill of up to £1,400. Hounslow Council issued the bill, which was backdated several months, after delays and poor communication, according to a ruling by the Local Government and Social Care Ombudsman. Mrs K died before the council responded to her family's complaints about the charges.

Initial understanding of care costs

Mrs K was assessed by Hounslow Council in March 2024 as requiring home care. Her daughter, Miss X, completed the financial assessment form. Miss X recalled being informed by her mother's social worker that due to limited savings, Mrs K would not be expected to contribute to her home care costs. This understanding persisted until a hospital admission in August 2024, after which Mrs K moved to a care home.

Unexpected bill and communication failures

In the months following Mrs K's move to a care home, the council sought financial details, leading to a new care and support plan in December. This plan outlined the cost of care but did not specify Mrs K's contribution. A month later, the council informed Miss X that her mother owed £77 per week for home care, dating back to April 2024 until her hospital admission in August. This amounted to approximately £1,300 to £1,400. The council also indicated that Mrs K's property value would be considered for care fees after 12 weeks in the care home, making her liable for the full cost from October.

Miss X complained to the council, stating she had not been informed about how charges were calculated and that the delay had resulted in a significant, unexpected bill. While the council responded by explaining the relevant legislation and her options, it noted that another department would address her complaint. Miss X did not receive a response from this department, and her mother passed away approximately two months later before the debt was resolved.

Ombudsman's findings and council's response

The Local Government and Social Care Ombudsman found fault with the council's significant delays and lack of clear communication. The report stated it was essential for the council to complete financial assessments promptly and provide clear information about care charges. Furthermore, the Care Act 2014 requires personal budgets within care plans to detail personal contributions, a requirement the council failed to meet. A spokesperson for Hounslow Council stated that the authority accepts the Ombudsman's findings, has apologised to Miss X, and is taking action to improve its financial assessment process. Staff have been briefed, and a £250 payment was made to Miss X to acknowledge the impact of the situation.

The council has agreed to review its practices to ensure clear records of financial information sharing, timely complaint responses, and effective coordination of communications between services.