Bournemouth, Christchurch and Poole Council (19 017 173)

Statement Closed after initial enquiries Transport 09-Mar-2020

Summary: The Ombudsman will not investigate this complaint about an application for a Blue Badge because it is unlikely he would find fault by the Council.

Kent County Council (19 018 289)

Statement Closed after initial enquiries Residential care 09-Mar-2020

Summary: The complaint is about care provided in a care home. The Ombudsman will not investigate this complaint because the person mainly affected has died so the Ombudsman could not now correct any injustice.

Northwick Grange Limited (19 017 659)

Statement Closed after initial enquiries Residential care 09-Mar-2020

Summary: The Ombudsman will not investigate Mrs X’s complaint about the service her late father Mr Y received from a care provider. The care provider has apologised and acted in response to Mrs X’s concerns about its staff and service. These are the outcomes the Ombudsman would have sought here. An Ombudsman investigation would not achieve any further outcome.

Darlington Borough Council (18 019 430)

Statement Closed after initial enquiries Other 06-Mar-2020

Summary: We will not investigate Mrs Q’s complaint about the Council’s Adult Social Care Team and the Police. This is because part of the complaint has been considered by us previously. We are unlikely to find fault with the Council on a more recent event. We have no jurisdiction to investigate the Police. And another body is better placed to consider one part of the complaint.

Southwest Care Ltd (19 003 798)

Statement Upheld Residential care 06-Mar-2020

Summary: Mrs X complained about the quality of care provided to her late relative during a respite stay. The care provider was at fault. It failed to keep adequate records and did not respond to Mrs X’s complaint. It has agreed to apologise to Mrs X and make a payment to acknowledge the distress caused to her. It has also agreed to review its procedures.

London Borough of Haringey (19 004 275)

Statement Upheld Charging 06-Mar-2020

Summary: The Council did not provide the proper information to the late Mr X’s family about the cost of his residential care. It delayed in assessing his finances. The Council agrees to apologise to Ms X and waive the outstanding debt.

Essex County Council (19 006 488)

Statement Upheld Assessment and care plan 06-Mar-2020

Summary: The Ombudsmen consider Southend University Hospital NHS Foundation Trust (the Trust) should have referred Mrs G to its Collaborative Care Team. This caused uncertainty to Mr G by not knowing if the referral would have improved Mrs G’s rehabilitation. The Ombudsmen also consider the Trust and Essex County Council’s lack of communication on discharge also caused Mr G confusion. He did not know who was going to meet Mrs G’s mobility needs.

Hertfordshire County Council (19 009 394)

Statement Upheld Domiciliary care 06-Mar-2020

Summary: Mrs Y complained about a carer from First Choice Medical Solutions, providing home care to her father, Mr X. This care was arranged by the Council. The carer recorded they had visited her father, checked on him and provided care. Mr X had died earlier that day, before the visit. The carer falsified records and did not provide the care they said they had. The Council carried out a safeguarding investigation, made recommendations and is following up action with First Choice. It has agreed to apologise to Mrs Y, summarise its learning from what happened and how it has applied this learning to prevent reoccurrence for others. It has also agreed to provide us with the outcome of its further inspection.

Coventry City Council (19 009 816)

Statement Not upheld Disabled facilities grants 06-Mar-2020

Summary: Ms X complains that the Council refused to complete the adaptations she has needed since March 2016. She says she is unable to wash properly as she cannot access her bathroom. The Ombudsman finds no fault in the Council’s actions.

Devon County Council (19 014 189)

Statement Upheld Transport 06-Mar-2020

Summary: The Council failed to properly consider Mrs X’s application for a blue badge. It wrongly reported Mrs X to have walked at a normal pace and speed when the evidence shows she walked at a very slow speed and stopped to complain of chest pain and dizziness.