Council Mismanaged Child's Transition to Adult Social Care
Watchdog forces apology and higher compensation payment
Hammersmith & Fulham Council offices on King Street. Picture: Google Streetview
April 8, 2026
Hammersmith and Fulham Council has had to pay a mother hundreds of pounds after underfunding her child’s transition into adult social care.
The borough has also had to apologise to the mother and review its procedures for recording and communicating care and support plans, following an investigation by the Local Government and Social Care Ombudsman.
The watchdog found that the council not only underfunded the child’s shift into adult social care but also experienced delays in responding to a complaint, causing “undue distress” and disrupting the service received.
A Hammersmith and Fulham spokesperson said the local authority has “sincerely apologised” to Ms X and paid the full £800.
They added the council is continuing to work with the family to ensure they are appropriately compensated and using the feedback to improve the support provided to young people and carers.
Councils have a legal responsibility to provide a care and support plan for residents in-need, or a support plan for a carer, and to deliver a personal budget as part of that aid. Direct payments are given enabling individuals them to arrange their own care.
In its report the Ombudsman detailed how a young adult, referred to as Y, required such support due to having learning disabilities. Their mother and main carer is referred to as Ms X.
Hammersmith and Fulham was issued a transition referral in September 2021, when Y was 16, confirming the child had been receiving eight hours a week of direct payments.
An adult needs assessment was completed in January 2023 with the council finalising Y’s adult care and support plan that March.
It recommended five hours weekly of direct payments and eight hours in the school holidays. This was agreed by the Best Outcomes panel in May 2023.
Ms X however raised concerns after a setup issue meant payments did not align with the hours agreed.
Y’s plan was reviewed in May 2024 with a recommendation that the support be increased.
An additional 10 hours during school holidays and three hours at weekends during term time was agreed in June, though no further weekday term-time hours were approved.
The care plan was however not promptly issued and payment systems were not amended to reflect the agreed changes.
Ms X complained to the council in February 2025, and received a response in late May in accepting underfunding.
The local authority offered £500 for “distress and inconvenience” though asked Ms X for evidence of additional care costs before considering reimbursement. Ms X then went to the Ombudsman in June 2025.
The Ombudsman found fault in the lack of a clear and accurate care and support plan following Y’s transition into adult social care, as well as the underfunding of payments between May 2023 and February 2025.
They however noted that while Ms X said she had paid for additional care out of her own pocket she did not provide evidence of this expense.
The Ombudsman wrote, “As a result of the faults identified, Ms X experienced uncertainty and was put to avoidable time and trouble in seeking clarification about Y’s entitlement. Ms X reports using her own funds to pay for additional care, although this has not yet been evidenced. Y did not consistently receive support at the level the Council accepted was required to meet his assessed needs. The injustice occurred over an extended period and was avoidable.”
A series of actions were outlined, including the payment of £800 to Ms X, the issuing of a formal apology and a review of the council’s procedures for recording care plans.
A spokesperson for Hammersmith and Fulham Council said, “We have sincerely apologised to Ms X and paid the full £800 awarded to acknowledge the impact on her adult child Y’s care.
“We are continuing to work with the family to ensure they are appropriately compensated for the full period affected. We are also using this feedback to improve the support we provide to young people and their carers as they move into adult care services – so that every family has the best possible experience with us.”
Ben Lynch - Local Democracy Reporter