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London Borough of Islington (22 016 895)
Statement Closed after initial enquiries Domiciliary care 11-Apr-2023
Summary: We will not investigate Mr B’s complaint about the way he was treated by his care provider. This is because further investigation could not add to the Care Provider’s responses.
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New Century Care (Southampton) Limited (22 016 251)
Statement Upheld Other 11-Apr-2023
Summary: We will not investigate this complaint about the level of care provided to Mrs X’s mother by her care home. This is because the care provider has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mrs X and her mother by the likely faults.
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Suffolk County Council (22 017 213)
Statement Closed after initial enquiries Safeguarding 11-Apr-2023
Summary: We will not investigate this complaint about lack of response to emails sent to the Council because it does not cause Ms B significant injustice to warrant an Ombudsman investigation.
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Care UK Community Partnerships Limited (22 017 242)
Statement Closed after initial enquiries Residential care 11-Apr-2023
Summary: We will not investigate this complaint about residential adult social care. The Care Provider has given a thorough response to the complaint, acknowledged failings, and taken action in response. It is unlikely the Ombudsman could add to that or reach a different outcome.
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My Homecare Assistance Limited (22 007 339)
Statement Upheld Domiciliary care 11-Apr-2023
Summary: Mr X complained on behalf of Mr Y that he was paying for care he was not receiving. Mr X also complained the care was not good enough and the care provider has not dealt with his complaint. Mr X says this has caused Mr Y distress as he has not received the care he needed and has paid for. Mr X and Mr Y suffered an injustice. The care provider should apologise to Mr X and Mr Y and provide a financial remedy.
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Durham County Council (22 014 052)
Statement Upheld Charging 11-Apr-2023
Summary: Mrs X complains the Council failed to deal properly with the charges for her mother’s care, resulting in it asking her to pay a bill she cannot afford to pay. The Council accepts it was at fault over the long delay in charging her mother for her care. It has offered to waive £500 of the outstanding charges and to agree a repayment plan for the remainder. There are no grounds to ask the Council to do more than that.
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Arch Domicilliary Care Services Ltd (22 014 554)
Statement Closed after initial enquiries Domiciliary care 11-Apr-2023
Summary: We will not investigate Mr X’s complaint about the Care Provider’s alleged failure to adequately cate for his late mother Ms Y. This is because we would be unlikely to provide a worthwhile outcome for Mr X.
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Surrey County Council (22 016 619)
Statement Closed after initial enquiries Charging 10-Apr-2023
Summary: We will not investigate this complaint about adult social care. It is unlikely that further investigation would lead to a different outcome. The Council has acknowledged and apologised for its errors.
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Kent County Council (22 016 727)
Statement Closed after initial enquiries Other 10-Apr-2023
Summary: We will not investigate this complaint about support provided to Mr B regarding his housing situation. This is because we could not add to the Council’s responses. There is not enough evidence of fault with the actions taken by the Council to warrant an ombudsman investigation.
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Durham County Council (22 017 191)
Statement Closed after initial enquiries Safeguarding 10-Apr-2023
Summary: We will not investigate this complaint about how the Council completed safeguarding enquiries. That is because any alleged fault has not caused the complainant an injustice.
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Maria Mallaband 12 Limited (22 017 207)
Statement Closed after initial enquiries Residential care 10-Apr-2023
Summary: We will not investigate this complaint about the actions of Mrs C’s Care Provider shortly before she died. This is because further investigation by us could not add to the Care Provider’s response or make a different finding of the kind Mrs D wants.
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Essex County Council (22 017 102)
Statement Closed after initial enquiries Assessment and care plan 10-Apr-2023
Summary: We will not investigate this complaint about the Council’s failure to complete an adult social care assessment. There is not enough evidence of fault to justify investigating.
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London Borough of Southwark (22 011 943)
Statement Upheld Transition from childrens services 10-Apr-2023
Summary: There was no fault by the Council which caused delays in the process of arranging a supported living placement for a young person transitioning from child to adult care services. There was also no fault in how the Council carried out a mental capacity assessment of him. However, there was fault by the Council for failing to hold a best interests decision meeting, once it had decided the young person did not have capacity to decide where he should live. Given the time which has now passed, the Council has agreed to remedy the injustice this caused by carrying out a fresh assessment of the young person’s capacity, and then, if appropriate, holding a best interests decision meeting.
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Northumberland County Council (22 009 553)
Statement Not upheld Assessment and care plan 10-Apr-2023
Summary: Ms X complained the Council moved her to a care home without her knowledge. She complained the Council did not give her information about finances and refused to provide her with an advocate when she requested one. Ms X also complained the Council disposed of her personal belongings and has not investigated her complaint. Ms X says this has affected her mental health. The Council was not at fault.
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Sefton Metropolitan Borough Council (22 014 795)
Statement Upheld Domiciliary care 10-Apr-2023
Summary: We upheld a complaint about the late Mrs Y’s home care. The Care Provider acting for the Council failed to ensure Mrs Y received emergency medical help when she became unwell and failed to keep an accurate records. It also failed to take action when Mrs Y did not take her medication. The Council which is responsible for Mrs Y's care, will apologise and take action described in this statement.
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Benridge Care Homes Limited (22 015 486)
Statement Closed after initial enquiries Other 05-Apr-2023
Summary: We will not investigate Mrs X’s complaint about her mother’s lost rings. This is because it is unlikely we could add to the response already provided by the care provider. Also, Mrs X can make a claim in court, or report the matter to the police if she considers the care provider to be liable for the loss of the rings.
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Surrey County Council (22 016 940)
Statement Closed after initial enquiries Charging 05-Apr-2023
Summary: We will not investigate this complaint about Miss X’s mother’s care charges. She says her mother is paying too much towards the cost of her care. This is because there is insufficient evidence of fault with the way the Council completed the financial assessment.
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Wirral Metropolitan Borough Council (22 010 854)
Statement Not upheld Safeguarding 05-Apr-2023
Summary: Mr X complained about the way Miss Y’s care provider dealt with concerns about her plans to self harm. Mr X says the Care Provider did not check her room when asked and this led to a further incident which put her life at risk. We find the Care Provider took appropriate action and we find no fault.
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London Borough of Bromley (22 001 040)
Statement Upheld Residential care 05-Apr-2023
Summary: Mrs D complained on behalf of her mother, Mrs X, about faults in hospital discharge, residential care, community therapy services, equipment provision and complaint handling. The complaint is about the actions of London Borough of Bromley (the Council), Kings College Hospital NHS Foundation Trust (KCH Trust), Oxleas NHS Foundation Trust (Oxleas Trust); Bromley Healthcare CIC Ltd (Bromley Healthcare); and Sundridge Court Nursing Home. We upheld the complaints about the Council and Sundridge Court that relate to hospital discharge, residential care and complaint handling. The Council and Sundridge Court accepted our recommendations, so we have completed our investigation.
