A family was devastated when they were forced to sell their grandmother’s home after Croydon Council wrongly denied her free mental health aftercare — a right guaranteed under the Mental Health Act. The council failed to recognize her eligibility, pushing the family to pay privately for her care — even using her home ownership as leverage. Believing they had no choice, they sold the house. The Ombudsman ruled the decision was directly caused by the council’s errors, and since the woman passed away before the council admitted fault, the fallout is now official: £75,000 in refunded fees, £500 compensation to her grandson, and new council reforms including staff training and updated paperwork to prevent future failures.
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