Tuesday 20 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

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Decision Report 201204665

  • Case ref:
    201204665
  • Date:
    November 2013
  • Body:
    East Lothian Council
  • Sector:
    Local Government
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    home helps, concessions, grants, charges for services

Summary

Mr C complained about the way the council handled an increase in his daughter's home care charges. He said that the council had unreasonably applied a lower earnings threshold than the one approved by council members. Mr C was unhappy that the council had declined to issue a refund as recommended by a complaints review committee (CRC). We found that the council did, in exceptional circumstances, have the discretion to reject recommendations made by a CRC, and concluded that their decision was one that they were entitled to make in the circumstances.

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Updated: March 13, 2018