Recent statements in this category are shown below:
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Statement Closed after initial enquiries Charging 13-Jan-2026
Summary: We will not investigate Mr X’s complaint about the Council’s decision to place a legal charge against his late parent’s property. This is because it is not in our jurisdiction to do so and we previously considered his complaint. Mr X’s complaint is also late.
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London Borough of Haringey (25 009 291)
Statement Closed after initial enquiries Charging 09-Jan-2026
Summary: We will not investigate this complaint about Mr X being overcharged for his care, the issues with a lift, or the delays in servicing his disability equipment. This is either because part of his complaint is late, there is no fault by the Council, or the Council has not had a chance to consider it under its complaint’s procedure.
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London Borough of Islington (25 010 484)
Statement Upheld Charging 09-Jan-2026
Summary: We will not investigate this complaint about charges for adult social care. We could not add to the investigation the Council has already done and are satisfied with the actions taken by the Council when considering Miss Y’s complaint.
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The ExtraCare Charitable Trust (25 011 047)
Statement Closed after initial enquiries Charging 08-Jan-2026
Summary: We will not investigate this complaint about the Care Provider’s decision to charge the person affected for the termination notice period stated in the contract for care. Any injustice is not significant enough to justify our involvement.
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South Tyneside Metropolitan Borough Council (24 023 131)
Statement Upheld Charging 08-Jan-2026
Summary: Ms X complained how the Council dealt with her daughter’s direct payments account. She says the Council told her there was a nil charge for services, and then three years later it wrote to her asking for over £5,000 for backdated arrears. We find the Council was at fault for its delay in completing audits and contacting Ms X about the outstanding arrears. This caused Ms X frustration and upset. The Council waived some of the outstanding arrears and arranged a payment plan when it responded to Ms X’s complaint. This partially remedies her injustice. The Council has also agreed to apologise to Ms X to address the remaining injustice.
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London Borough of Redbridge (25 009 089)
Statement Upheld Charging 06-Jan-2026
Summary: We will not investigate this complaint about the Council’s contact with the complainant about his care and support and charges for care. The Council confirmed it would review the complainant’s care and support needs and complete a financial assessment when it responded to his complaint. Any injustice was remedied during the Council’s complaint investigation. We cannot add to the Council’s previous investigation.
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Hampshire County Council (24 007 579)
Statement Upheld Charging 06-Jan-2026
Summary: Miss X complained about the Council’s handling of her mother’s care. We find the Council at fault for failing to correctly record Mrs B’s hospital admission as a permanent planned change. This means Mrs B was incorrectly charged for care. The Council has agreed to recalculate Mrs B’s care charges and issue a revised invoice to Mrs B’s estate.
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Staffordshire County Council (24 016 631)
Statement Not upheld Charging 05-Jan-2026
Summary: Mrs X complained about the Council’s decision to classify her late father’s care home placement as permanent, rather than temporary. She also complained the Council failed to explain the implications of signing a deferred payment agreement, and it gave misleading advice about it. We do not find the Council was at fault.
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Statement Upheld Charging 23-Dec-2025
Summary: The complaint is the Council gave incorrect advice to Mr B which led to him agreeing to move his mother between nursing homes, on the understanding nothing would change in her care and support. But instead the Council carried out an assessment and Mr B’s mother was liable for her care costs. The Council then delayed responding to his complaint and said it had sent a response when it had not. The Ombudsman’s decision is there is no documentary evidence of the Council’s involvement in the move or in giving the family any advice. There was some delay in its carrying out an assessment and responding to Mr B’s complaint. But these did not cause a significant enough injustice to warrant a further remedy.
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Kent County Council (25 006 254)
Statement Closed after initial enquiries Charging 23-Dec-2025
Summary: Representatives for the late Mrs X complained that she did not receive the care and support she should have in a short-term residential care unit operated by Kent County Council and Kent Community Health NHS Foundation Trust. We decided not to investigate the complaint. Mrs X has died, so an investigation would not achieve a remedy for her.