Families may be paying too much for care homes due to 'incorrect information' says Ombudsman

Families are paying too much for care in England because of confusing or incorrect information from councils, according to a Local Government Ombudsman (LGO) report.

It has been revealed that families across England are paying more than they need to because they have not been given comprehensive information about the costs of care available in their area.

Dr Jane Martin, Local Government Ombudsman, said: “When confronted with what can be an emotionally-charged decision to place a relative in a care home, people need as much information as possible at their fingertips.

“In order to make the best possible choice for all, families need to have confidence that the information they receive is clear, comprehensive and accurate.

“I would urge all councils to look at the information they provide from the potential resident’s point of view to ensure their literature and communications minimise the confusion for those who need advice and help.”

The Local Government Ombudsman found that some councils provided confusing or incorrect advice to individuals, did not offer potential residents a genuine choice of affordable care homes or have any affordable homes available.

Furthermore, when an individual settled in a home and the costs had been agreed, providers tried to charge their own ‘top-up’ fees without the local authority’s consent.

Under the Care Act 2014, a council has a duty to assess people in need of care. Whether the council will contribute towards the cost of someone’s residential care will depend on the outcome of that assessment and an assessment of their finances.

The report found that there had been a 19 per cent increase in complaints about social care from August 2014 to July 2015 compared with the previous year.

During this period, the Ombudsman received 2,848 complaints, of which over 50 per cent were upheld.

The LGO provides guidance for councils to make sure their procedures do not put people at risk of paying too much and offers questions for councillors to help scrutinise their authorities’ policies and procedures.