Norfolk County Council has been criticised for charging a care home resident a top-up fee while her family sold her house.
The Local Government and Social Care Ombudsman found the council charged the woman a top-up fee for the 12 week period the house was on the market because they wrongly believed her capital, including the property, was above the £23,250 threshold.
The council, according to the Ombudsman, should have offered the woman a so-called ‘affordable’ care home when it became clear her family would have to sell her house.
This would have meant the family would not have had to pay a top-up fee above what the council would contribute for the 12 weeks it took the house to be sold.
The council has waived the fee, and has agreed to check if it has charged other people in the county in error. It has also agreed to improve the information it offers to families when they are seeking help with care home placements.
The council apologised to the family and paid the son £300 for his distress.
‘Councils should not take into account the value of a person’s property when making assessments of people’s ability to pay for their care in a care home during the first 12 weeks of their stay,’ said LGO Michael King.
‘If this means a person’s capital falls below the threshold of £23,250, the council should offer an affordable care home that does not require a top-up fee.
‘I am pleased Norfolk council has agreed to the remedy, and hope the recommendations made will improve services and the information provided to many people at what is often a difficult and stressful time for families.’
A Norfolk Council Council spokesman said: 'We acknowledge the distress and worry which was caused as a result of an error on our part and have apologised unreservedly.
'We fully respect the outcome of the Local Government Ombudsman investigation and have agreed to take action which the Ombudsman regards as providing a satisfactory remedy for the complaint.
'While we had already waived the top up fee, we will be putting in place new measures, including reviewing our guidance and training for staff to ensure lessons are learned. We have also paid £300 in compensation.
'We will also be reviewing whether there have been similar cases, in the last 12 months. This review is underway and we will be reporting our findings to the LGO in in late spring/early summer.'