Lincolnshire County Council (25 002 418)

Statement Closed after initial enquiries Domiciliary care 18-Aug-2025

Summary: We will not investigate this complaint about the care provided to Ms Z up to the end of 2022. The complaint is late and I can see no good reason to exercise my discretion and investigate now.

Alcedo Blue Limited (24 017 250)

Statement Closed after initial enquiries Domiciliary care 07-Aug-2025

Summary: We will not investigate this complaint about adult social care at home. It is unlikely we would add to the Care Provider’s investigation or reach a different outcome.

London Borough of Croydon (24 020 043)

Statement Not upheld Domiciliary care 07-Aug-2025

Summary: Mrs X complained the Council failed to investigate concerns about an incident when her relative, Mrs Y, received domiciliary care. She also complained about poor complaint handling. Mrs X said this caused distress and believed Mrs Y would be alive if it were not for the incident. We have discontinued the investigation. This is a late complaint and there is no good reason to exercise discretion to consider this matter now. The Information Commissioner’s Office is better placed to consider the complaint about not providing information. The Ombudsman will not complete an investigation to only consider complaint handling.

London Borough of Hillingdon (25 001 843)

Statement Closed after initial enquiries Domiciliary care 04-Aug-2025

Summary: We will not investigate this complaint about the Council’s adult social care service. There is not enough evidence of fault to justify our involvement.

Carevex Limited (24 015 879)

Statement Not upheld Domiciliary care 24-Jul-2025

Summary: Mr X complained the care provider refused to use a hoist to transfer his mother Mrs Y and cancelled her care without notice leaving Mrs Y without appropriate care and causing them distress and frustration. The care provider has apologised and refunded two weeks of fees which Mr X is satisfied with. We have therefore ended the investigation as it is unlikely further investigation would achieve anything more.

Kingston Upon Hull City Council (25 000 705)

Statement Closed after initial enquiries Domiciliary care 20-Jul-2025

Summary: We will not investigate this complaint about adult social care. The person has died and so we can provide no remedy for their injustice. The provider has already apologised to the complainant to acknowledge their distress. It is unlikely an Ombudsman investigation would add anything further or reach a different outcome.

Salyx Care Limited (24 023 407)

Statement Closed after initial enquiries Domiciliary care 16-Jul-2025

Summary: We will not investigate Ms X’s complaint about the Care Provider’s respite home care for her mother Mrs Y. There is insufficient significant injustice to Ms Y or her family caused by the matters complained of to warrant us investigating.

Community Case Management Ltd (24 023 412)

Statement Closed after initial enquiries Domiciliary care 14-Jul-2025

Summary: We will not investigate Miss X’s complaint about the care provider’s handling of concerns she raised about one of her mother’s support workers and of restrictions that were placed on her by the care provider. This is because an investigation would not lead to any worthwhile outcomes.

North East Lincolnshire Council (24 011 246)

Statement Upheld Domiciliary care 06-Jul-2025

Summary: Mrs X complained about the care and support Mr Y received. We find the care provider at fault for billing Mr Y for support hours he did not receive and for delays in responding to Mrs X. The care provider has agreed to apologise, refund the overcharged care hours, and make a symbolic payment to recognise the frustration caused.

Leicestershire County Council (24 012 029)

Statement Upheld Domiciliary care 24-Jun-2025

Summary: Mrs H complained a Care Provider wrongly told her that her mother, Mrs G, would not have to pay for care she received at home for six weeks. We did not uphold the complaint. While there was some evidence to support Mrs H’s account and some poor complaint handling by the Provider, this did not cause Mrs G or Mrs H an injustice.