Westminster City Council (21 000 530)

Statement Upheld Domiciliary care 21-Dec-2021

Summary: Ms C complains the Care Provider (acting on behalf of the Council) withdrew a care package from her mother in retaliation to complaints. There is no evidence to suggest this was the case. However inappropriate comments made by the Care Provider and failures in the complaint handling caused Ms C upset. In addition to the apologies and service improvements already made, the Council has agreed to pay Ms C £250 in acknowledgement of the stress caused by the failures.

Knowsley Metropolitan Borough Council (20 008 148)

Statement Upheld Domiciliary care 17-Dec-2021

Summary: Mrs D complains about the quality of the home care she received from a provider acting on behalf of the Council. The Ombudsman upholds the complaint, as there are some instances of poor communications with Mrs D and inadequate record keeping. The Council has agreed to our recommendation of an apology and payment for distress. But we cannot recommend that the Council waive all the fees, which is what Mrs D asked for.

Nottingham City Council (21 003 222)

Statement Not upheld Domiciliary care 16-Dec-2021

Summary: Mr B complained the Council failed to provide him with suitable support to meet his care needs since May 2020. As a result, he said he experienced distress due to the lack of support. We found the Council was not at fault. This is because it provided interventions and care based on the information Mr B provided.

Peach, Peach and Peach Limited (21 009 972)

Statement Closed after initial enquiries Domiciliary care 16-Dec-2021

Summary: We will not investigate Mrs B’s complaint about the actions of her mother’s, Mrs D’s, Care Provider. This is because we could not achieve the outcome Mrs B wants.

Warwickshire County Council (21 013 669)

Statement Closed after initial enquiries Domiciliary care 15-Dec-2021

Summary: We will not investigate this complaint about damage caused to Mr X’s kitchen by a carer. This is because the complaint has been made late and also because it is reasonable to expect Mr X to take his claim for damage and personal injury to court.

Apex Prime Care Ltd (21 002 668)

Statement Upheld Domiciliary care 14-Dec-2021

Summary: Mr F complained Apex Prime Care Ltd failed to provide the agreed domiciliary care for Mrs X, and the care it did provide was not to a suitable standard. As a result, he said she experienced distress and lived in unhygienic conditions. He also said he experienced distress when he found out about the standard of care it provided her. We found the Care Provider at fault as it failed to provide all the care set out in its agreement with Mr F. This caused Mr F distress and uncertainty. It may also have caused Mrs X an injustice, but we cannot remedy the injustice for someone who has since died. The Care Provider has agreed to apologise and make payment to Mr F to acknowledge the distress it caused.

Plymouth City Council (21 003 433)

Statement Closed after initial enquiries Domiciliary care 09-Dec-2021

Summary: We will not investigate this complaint about the Council’s actions during a period in 2020 when Mr B was providing care to his aunt, Ms C. This is because further investigation could not add to the Council’s response or make a finding of the kind Mr B wants.

Agincare Live In Care Services Limited (21 011 030)

Statement Closed after initial enquiries Domiciliary care 09-Dec-2021

Summary: We will not investigate Mr X’s complaint about the care provider’s decision to cancel a two-week respite care package he had booked for his mother. This is because there is no sign of fault by the care provider as it gave more than the required amount of notice when it cancelled.

Lancashire County Council (20 013 556)

Statement Upheld Domiciliary care 06-Dec-2021

Summary: The Council failed to deal with the charging for Mrs Y’s care properly. It charged for more care hours than she received, gave inaccurate information about hourly care rates, and generated inaccurate invoices. It failed to properly investigate the discrepancies highlighted by Mrs X and failed to provide an adequate complaint response.

London Borough of Croydon (21 000 750)

Statement Upheld Domiciliary care 06-Dec-2021

Summary: Ms C complained that the care agency, commissioned by the Council, failed to carry out the last two visits to her mother before she passed away. Ms C says the care agency subsequently lied about this and falsified records to cover this up. I found there was fault, for which the Council has agreed to apologise.