East Sussex County Council (25 003 227)

Statement Upheld Charging 02-Sep-2025

Summary: We will not investigate Mrs X’s complaint, brought by Mrs Y, about how the Council delayed in assessing Mrs X’s care needs, miscalculated and delayed its payment of her 12-week property disregard, and the time taken to reply to her complaint. An investigation by us would not add to the Council’s investigation. There is no further outcome an investigation by us would achieve than those already provided or offered by the Council.

Solihull Metropolitan Borough Council (25 003 452)

Statement Upheld Charging 02-Sep-2025

Summary: We will not investigate this complaint because the Council accepted it was at fault when it responded to Mrs D’s complaint about her father’s care charges. It provided a proportionate remedy for the injustice caused to Mrs D and her father. Further investigation would not lead to a different outcome.

Lancashire County Council (25 002 288)

Statement Closed after initial enquiries Charging 01-Sep-2025

Summary: We will not investigate this complaint about delay in acting on the family’s request for her stepfather to return home and about the care he received at the new care home. This complaint is late and there is no good reason to exercise our discretion and investigate.

Bath and North East Somerset Council (25 003 464)

Statement Closed after initial enquiries Charging 01-Sep-2025

Summary: We will not investigate Mr X’s complaint, brought by Miss Y, about the Council’s decision to include Mr X’s main residence as an asset available for use in paying care fees when calculating his finances and asking him to separately register the flats in the property to realise them as assets. There is not enough evidence of fault in the Council’s decision-making process to warrant us going behind its decision. It is not unreasonable for Mr X and his family to put the legal dispute at the core of the complaint before a court. We also cannot achieve the complaint outcomes sought.

Oldham Metropolitan Borough Council (24 016 215)

Statement Closed after initial enquiries Charging 31-Aug-2025

Summary: We will not investigate this complaint the Council completed an unannounced social care visit. There is not enough evidence of fault to justify our involvement.

Wiltshire Council (24 017 754)

Statement Not upheld Charging 31-Aug-2025

Summary: Ms A complained that the Council delayed in moving her mother Ms X to appropriate alternative accommodation and as such has caused personal financial loss to Ms X. We find there was no fault on the part of the Council. No-one had legal authority over Ms X’s finances and no move could be achieved until deputyship was resolved.

Norfolk County Council (25 000 567)

Statement Closed after initial enquiries Charging 31-Aug-2025

Summary: Mrs X complained about the Council pursuing her for her husband’s care fees, despite a social worker telling her his care home place would be free of charge. We will not investigate this complaint.

Kent County Council (25 006 271)

Statement Closed after initial enquiries Charging 31-Aug-2025

Summary: We will not investigate this complaint about the Council not completing agreed recommendations from our previous decision. That is because the complaint is late.

North Somerset Council (25 004 456)

Statement Closed after initial enquiries Charging 28-Aug-2025

Summary: We will not investigate this complaint about the Council’s handling of a charge for residential care. This is because the injustice is not significant enough to warrant our involvement, and an investigation is unlikely to lead to a different outcome.

London Borough of Waltham Forest (24 023 358)

Statement Upheld Charging 26-Aug-2025

Summary: We have upheld Mr B’s complaint about the Council’s delay to respond to his complaint regarding his late mother’s care charges and the support she received in a care home. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused. The Council will investigate Mr B’s complaint, apologise to him and pay him £150 for the frustration and distress caused. It will also provide training for its staff on its new software system to address any gaps in knowledge and minimise complaint handling delays.