Leicestershire County Council (24 016 108)

Statement Upheld Domiciliary care 21-Oct-2025

Summary: Mrs X complained the Council failed to ensure her mother, Mrs Y, had suitable care at home. The Council was at fault. It was also at fault in how it decided that it would not take action to safeguard Mrs Y’s welfare. The faults caused Mrs X significant distress and uncertainty, for which the Council will apologise and pay her £300. It will also issue a staff reminder to prevent similar fault in future.

Doves Care Agency Ltd (24 022 048)

Statement Upheld Domiciliary care 15-Oct-2025

Summary: Mr Y complained about how the Care Provider dealt with his late mother’s, Mrs X’s, care fees when she was admitted to hospital and how it handled his complaint. There were some faults by the Care Provider which caused injustice to Mr Y. The Care Provider should take action to remedy the injustice caused.

Sandwell Metropolitan Borough Council (25 006 679)

Statement Closed after initial enquiries Domiciliary care 15-Oct-2025

Summary: We will not investigate this complaint about a Carer allegedly flushing away Mrs X’s dentures. This is because the small claims court is best placed to consider the claim for the cost of replacement dentures.

Devon County Council (25 005 133)

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

Summary: We will not investigate Ms X’s complaint about the Occupational Therapist (OT) assigned to her mother, Ms M. We have already considered these matters and determined they are inseparable from matters considered by the Courts. We will also not investigate Ms X’s complaint the Council refused to change Ms M’s social worker. The Council has already assigned a new social worker to her. Further investigation would achieve nothing more.

Leicestershire County Council (24 018 090)

Statement Upheld Domiciliary care 13-Oct-2025

Summary: Mrs X complains on behalf of Mr and Mrs Y that the Council has not dealt with adult social care properly, causing avoidable distress and Mr and Mrs Y’s needs not being met. The Council is at fault because Mrs X was not informed about bathing issues, Mr and Mrs Y missed some care and the Care Provider did not respond to the complaint properly. Mrs X suffered avoidable distress and had to provide some care to Mr and Mrs Y. Mr and Mrs Y suffered a lack of care. The Council should apologise to Mrs X and Mr and Mrs Y.

Lincolnshire County Council (24 017 887)

Statement Upheld Domiciliary care 21-Sep-2025

Summary: Mr X complains the Council did not carry out his mother, Mrs Y’s, Care Plan correctly. Mr X says this caused himself and Mrs Y distress. We have found fault in the Council’s actions for failing to attend one call or attend for full call times, correctly follow its procedure for keeping records and ensure staff acted professionally. The Council has agreed to write to Mr X to apologise for the distress caused to him.

North Yorkshire Council (25 003 551)

Statement Closed after initial enquiries Domiciliary care 21-Sep-2025

Summary: We will not investigate this complaint about money Mrs X says was stolen from her uncle, Mr X, by a carer. The courts are best placed to consider the matter.

Durham County Council (25 005 057)

Statement Closed after initial enquiries Domiciliary care 21-Sep-2025

Summary: We will not investigate this complaint about an allegation a care provider arranged by the Council made against Mrs B. Any injustice is not significant enough to justify our involvement.

Haven Care Solutions Limited (24 012 911)

Statement Not upheld Domiciliary care 16-Sep-2025

Summary: Ms A complains the care provider failed to act promptly when her mother Mrs X fell in the bath. We do not find fault with the actions of the care provider. This was an unwitnessed fall and the safeguarding alert was not pursued by the Council.

Leicestershire County Council (25 001 362)

Statement Upheld Domiciliary care 15-Sep-2025

Summary: We will not investigate this complaint about adult social care provided at home, and specifically about the mismanagement of medication. It is unlikely we would add to the Council’s investigation or reach a different outcome. There is not enough outstanding injustice to justify our involvement; the Council apologised to recognise the impact of failings in service. We are satisfied with the actions the Council took.