Essex County Council (24 001 445)

Report Upheld Residential care 04-Dec-2024

Summary: Mrs X complained about the Council’s decision to move her late husband Mr X from a local residential care setting to another one which was further away. She said the Council failed to consider her objections and denied her an opportunity to pay top up fees for Mr X. The Council only responded to her complaint after moving Mr X to another residential care setting.

North Tyneside Metropolitan Borough Council (24 014 027)

Statement Closed after initial enquiries Safeguarding 03-Dec-2024

Summary: We will not investigate Mrs X’s complaint about the Council’s handling of her safeguarding concerns, and its communication. There is not enough evidence of fault to justify investigating.

East Sussex County Council (24 010 182)

Statement Closed after initial enquiries Transport 03-Dec-2024

Summary: We will not investigate Mrs X’s complaint about the Council's decision to refuse free post 19 home to college transport for her son. There is not enough evidence of fault in the way the Council considered the matter to justify an investigation.

Essex County Council (23 017 745)

Statement Upheld Assessment and care plan 03-Dec-2024

Summary: Miss X complained about the Council’s decision to stop funding activities that were previously included in her daughter, Y’s care plan, and said the Council failed to consider Y’s disability related expenditure. We find the Council at fault for the removal of an activity, miscommunication, and delay considering Y’s disability related expenditure. This has caused uncertainty, distress, and a loss of funding. The Council has agreed to apologise, make a payment to Miss X, and improve its service.

St. Matthews Limited (23 018 909)

Statement Upheld Residential care 03-Dec-2024

Summary: There is some evidence that the care provider did not always meet Mrs X’s hydration needs while she was resident. The care provider should apologise and pay a sum to Mrs X and Mrs A in recognition of the distress caused.

Hampshire County Council (24 001 385)

Statement Upheld Charging 03-Dec-2024

Summary: Mr X complained about the way the Council has assessed his father, Mr Y’s finances and calculated his contribution towards the cost of his care. We found there is no evidence of fault in the way the Council assessed Mr Y’s finances. However the delays in responding to Mr X’s complaints amount to fault, for which the Council should apologise.

Barchester Healthcare Homes Limited (24 002 136)

Statement Upheld Residential care 03-Dec-2024

Summary: Ms T complained about the way Barchester Healthcare Homes dealt with payment for her father’s care. We found the Council is at fault in its communication with Ms T. Barchester Healthcare Homes has recognised this and apologised. It has also agreed to make a symbolic payment to Ms T in recognition of the impact on her.

Milton Keynes Council (24 003 185)

Statement Upheld Charging 03-Dec-2024

Summary: Mr X complains the Council is wrongly charging Mrs X for care fees. He says this impacts his emotional wellbeing and causes her financial stress. We find no fault with the Council charging care fees. However, we have found fault with its handling of the complaints. The Council has agreed to make a payment to Mr X to acknowledge its poor complaint handling.

West Sussex County Council (24 009 572)

Statement Upheld Charging 03-Dec-2024

Summary: We will not investigate this complaint about adult social care charging. Further investigation would not lead to a different outcome.

Leicester City Council (24 010 855)

Statement Closed after initial enquiries Other 02-Dec-2024

Summary: We will not investigate this complaint about the Council’s response to her request for support to move her relative into its area. There is insufficient evidence of fault to warrant an investigation.