Domiciliary care archive 2020-2021


Archive has 94 results

  • Innomarydom Limited (19 017 774)

    Statement Upheld Domiciliary care 02-Oct-2020

    Summary: The Ombudsman found failures on Mrs B and Ms C’s complaint against their late mother’s care provider which caused injustice. It failed to deal with their complaints according to its complaints procedure, failed to acknowledge and reply to correspondence, and failed to send copies of requested care records. The agreed action remedies the injustice caused.

  • St Helens Metropolitan Borough Council (19 020 455)

    Statement Upheld Domiciliary care 02-Oct-2020

    Summary: Mr X complains that the Council failed to fully communicate with the family about why his mother was placed in respite care, how long she would stay there and the possible costs of the placement. He says the Council delayed in arranging the measures required to make her home safe for her return. As a result, she remained in the respite placement longer than expected causing her and the family stress and incurring additional fees. The Ombudsman has discontinued the investigation on the basis that the Council has offered to make a payment to Mrs C.

  • Luton Borough Council (19 013 025)

    Statement Not upheld Domiciliary care 28-Sep-2020

    Summary: The Ombudsman has discontinued its investigation into the care provided by an agency funded by the Council. As the agency no longer exists and is unable to comment or provide information on the complaint, the Ombudsman is unable to carry out a proper investigation.

  • Cheshire West & Chester Council (19 011 745)

    Statement Not upheld Domiciliary care 25-Sep-2020

    Summary: Mr X complained he was left without care at home for six weeks because the Council could not source a care provider. He said this caused him distress and put him in danger. The Council was not at fault.

  • Leicestershire County Council (19 010 474)

    Statement Upheld Domiciliary care 23-Sep-2020

    Summary: The Care Provider acting on behalf of the Council failed to deliver calls on time which caused Mr and Mrs D anxiety and frustration. The Ombudsman cannot establish what happened during an alleged assault and the cause of broken taps. This is because there is no independent account of what happened and further investigation would not resolve the matter. The Council has agreed to apologise to Mr & Mrs D and carry out an audit of the Care Provider.

  • London Borough of Redbridge (19 012 898)

    Statement Not upheld Domiciliary care 22-Sep-2020

    Summary: The Council (which commissioned the care provider) investigated Mr Z’s complaint about poor care for his elderly mother Mrs B properly. There is no evidence that fault caused injustice to Mrs B.

  • Lincolnshire County Council (19 015 923)

    Statement Closed after initial enquiries Domiciliary care 22-Sep-2020

    Summary: The Ombudsman will not investigate Ms B’s complaint about the way the Council communicated with her regarding safeguarding referrals it received in 2018 and 2019. This is because Ms B has now received the information she wants and the Ombudsman could achieve no more even if he investigated. The Ombudsman is satisfied the Council has remedied the injustice caused to Ms B by its actions.

  • Cornwall Council (19 007 206)

    Statement Upheld Domiciliary care 15-Sep-2020

    Summary: Mrs B complains that Mr C’s Council-commissioned carers put Mr C at risk and he was injured as a result. She also complains the Council’s safeguarding investigation was inadequate and the family cannot be satisfied it was effective. Mr C was put at risk and this is fault. The Council will take steps to remedy the injustice to the family.

  • Essex County Council (19 015 188)

    Statement Upheld Domiciliary care 10-Sep-2020

    Summary: Some areas of the domiciliary care provided to Ms X were below an acceptable standard. The care provider failed to adhere to a care plan in offering Ms X showers, and wrongly charged her for visits cancelled. The care was commissioned by the Council, so it is responsible for the failings. The Council failed to investigate Ms X’s complaints. This added to her frustration and denied her full and fair investigation into her complaint.

  • ENM Limited (19 019 210)

    Statement Closed after initial enquiries Domiciliary care 07-Sep-2020

    Summary: The Ombudsman will not investigate Mrs X’s complaint about the care provider’s failure to refund her mother’s care fees which were paid in advance. This is because the care provider is no longer trading and there is no worthwhile outcome achievable from an investigation. The Ombudsman could not make recommendations to a provider which is no longer operating even if we were able to reach a view on the matter complained about.

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