Home / Health / Council Apology After Blind Man's £60k Bill Error
Council Apology After Blind Man's £60k Bill Error
15 Jan
Summary
- Visually impaired man received incorrect £60,000 care bill.
- Authority failed to communicate effectively with vulnerable resident.
- Ombudsman ordered formal apology and compensation for man and daughter.
Worcestershire County Council has been mandated to issue a formal apology to a visually impaired elderly man, referred to as Mr C, and his daughter, Mrs B, following a significant billing error. The council failed to ensure Mr C understood his care costs, leading to confusion and an incorrect debt of over £60,000. This directive comes from the Local Government and Social Care Ombudsman, who found the council missed numerous opportunities over 22 months to rectify the situation.
Mr C began receiving home care in January 2023 and repeatedly expressed confusion about whether he needed to pay. Although the council offered a financial assessment, they did not receive a reply and proceeded to send further letters demanding full payment. In November 2024, the authority informed Mrs B that her father owed more than £60,000, providing a two-week payment deadline, despite Mr C's 90% visual impairment.
The ombudsman's report highlighted that the council caused Mr C significant confusion and allowed a large debt to accrue unnecessarily. After a reassessment in August 2025, the debt was reduced to approximately £35,000. The council must now apologize, pay Mr C £300 and Mrs B £150, assist with a repayment plan, and implement additional staff training.
