Luton Borough Council (24 019 000)

Statement Upheld Safeguarding 23-Sep-2025

Summary: Ms X complained the Council has failed to properly investigate or take appropriate action in relation to safeguarding concerns raised in relation to Mrs Y. She also complained about poor communication and a failure to keep her informed. We found there is no evidence of fault in the way the Council responded to concerns about Mrs Y’s wellbeing. However the Council’s poor communication and failure to keep Ms X informed is fault. This fault has caused Ms X distress, worry and uncertainty. The Council will apologise and make a payment to remedy this injustice.

Lincolnshire County Council (24 008 517)

Statement Closed after initial enquiries Other 23-Sep-2025

Summary: We will not investigate Miss X’s complaint about how the Council supported her with her allotment tenancy. The Council has apologised for any delay in payment of fees. Further investigation would not lead to a different outcome.

Bath and North East Somerset Council (24 017 627)

Statement Upheld Assessment and care plan 23-Sep-2025

Summary: Mrs X complains the Council has not dealt properly with Mr Y’s adult social care, resulting in his needs not being met and causing distress. The Council is at fault because it did not take action to reduce identified risks as part of Mr Y’s Care and Support plan before reducing his care provision. Mr Y suffered the risk of harm. The Council should apologise, pay Mr Y £250 and review Mr Y’s case.

Birmingham City Council (25 003 379)

Statement Closed after initial enquiries Other 23-Sep-2025

Summary: We will not investigate this complaint about the Council’s actions in a safeguarding report. This is because there is no worthwhile outcome achievable by us investigating and we cannot achieve the outcomes Mr X is seeking.

Cheshire East Council (25 003 841)

Statement Closed after initial enquiries Disabled facilities grants 23-Sep-2025

Summary: We will not investigate this complaint about the Council’s handling of a disabled facilities grant application. This is because there is insufficient evidence of fault to warrant investigation.

Leicestershire County Council (25 004 950)

Statement Closed after initial enquiries Safeguarding 23-Sep-2025

Summary: We will not investigate this complaint about the Council’s involvement in a safeguarding enquiry, in which Mr X was the alleged perpetrator. There is insufficient evidence of fault by the Council. Other matters are best considered by the Information Commissioner.

London Borough of Wandsworth (24 019 903)

Statement Upheld Assessment and care plan 22-Sep-2025

Summary: Mr X complained the Council failed to send him copies of his father’s Care and Support Plan, failed to provide any idea of costs for his care or complete financial assessments. Mr X also complained the care provider only provided single-handed care despite the Council billing for double-handed care. And, Mr X complained about how the Council handled his complaint and application of weekly administration charges to his father’s billing without notice. We found fault with the Council in all aspects of Mr X’s complaint which caused an injustice to Mr X and his father. The Council agreed to our recommendations. This included providing an apology and £1,000 payment to Mr X for the distress, frustration and lost opportunity caused by the Council’s fault and removal of the care arrangement fees up to 27 September 2024. The Council also agreed to provide a breakdown of the billing and a list of care visits completed to Mr X. And, the Council agreed to ensure the information in its policy and on its website was consistent and to remind staff to provide Care and Support Plans to service users, to complete financial assessments in a suitable timescale and to provide early information about the care arrangement fees to service users.

London Borough of Enfield (24 021 742)

Statement Upheld Charging 22-Sep-2025

Summary: The Council delayed assessing Mrs Y’s contribution to her care charges which resulted in a large debt accruing. It sent an inaccurate letter stating she was to pay the full cost due to her level of savings which caused her distress. It also delayed responding to her daughter, Ms X’s, complaint which caused frustration. The Council has agreed to apologise, make payments and offer a repayment plan to acknowledge the impact of its fault. It will also review its procedures to ensure it follows up financial assessments and that letters accurately reflect the situation.

Westmorland and Furness Council (24 013 697)

Statement Upheld Safeguarding 22-Sep-2025

Summary: Ms X complains the Council did not properly investigate a safeguarding referral. She also complaints it delayed providing her with a copy of its report and communicated with her poorly. She says this caused her and her family avoidable and unnecessary distress. We find no fault with the Council’s safeguarding investigation. We find fault with the Council’s communication and delay providing Ms X with the report, which caused Ms X injustice. We are satisfied the action taken by the Council has remedied the injustice to Ms X.

Care UK Community Partnerships Ltd (24 016 986)

Statement Upheld Residential care 22-Sep-2025

Summary: The care provider did not act promptly to ensure that Mr X’s room was always clean and odour-free; in addition the care home manager suggested to Ms A (his daughter) that her complaint would affect his care. As a consequence Ms A moved her father from the home. The fault by the care provider caused injustice, and it will now make a suitable payment to recognise the distress its actions caused.