Sandwell Metropolitan Borough Council (22 010 785)

Report Upheld Residential care 17-Nov-2023

Summary: Ms X complained the Council failed to offer a nursing home suitable for Mrs Z’s cultural needs. She said because of this Mrs Z has suffered hair, diet and skin issues caused by the Council’s commissioned care provider, Newbury Manor nursing home. Ms X said this has caused her and Mrs Z significant distress.

Cambridgeshire County Council (22 015 467)

Statement Upheld Charging 24-Oct-2023

Summary: Ms X lives in a Care Home and was paying her own fees until she reached the financial threshold. For three months after she reached threshold, the Care Home was overpaid as it received fees from Ms X and the Council. The Care Home refused to refund Ms X. The Care Home has refunded Ms X but her son, Mr Y does not consider the amount is correct. The Ombudsman found the Care Home refunded the correct amount but failed to explain how it calculated the amount, causing Ms X and Mr Y stress.

Welford Bidco 5 Limited (23 000 522)

Statement Upheld Residential care 24-Oct-2023

Summary: Mr Y complains about the Care Provider’s failure to seek timely medical treatment for his wife, Mrs Y, when she had a period of illness in November 2022. We find some delay by the Care Provider which was, in part, caused by poor written records and a lack of handover between staff members. We also find the Care Provider provided conflicting information about Mrs Y’s need for hourly checks through the night. The Care Provider has agreed to complete the actions listed at the end of this statement.

Surrey County Council (21 009 849)

Statement Upheld Residential care 24-Oct-2023

Summary: There was a delay in authorising the use of a lap belt for Ms Y who lives in a care home and miscommunication by the Council about the issue. This was fault causing Ms Y avoidable distress and time and trouble. The Council has already taken action to minimise the chance of recurrence. It will also apologise and make payments set out in this statement.

Plymouth City Council (22 007 798)

Statement Upheld Assessment and care plan 24-Oct-2023

Summary: Mrs F complained about the Council’s handling of Mrs X’s care arrangements and safeguarding of her health & welfare and finances. She said as a result she experienced distress and Mrs X’s estate should be reimbursed her care charges. We found the Council at fault for wrongly setting up a direct debit, failing to keep some records, causing delays in progressing deputyship, and how it communicated with Mrs F. There was no fault on other matters complained about. The Council agreed to apologise and make payment to Mrs F to acknowledge the uncertainty its faults caused her.

Nazareth Care Charitable Trust (23 008 024)

Statement Closed after initial enquiries Charging 24-Oct-2023

Summary: We will not investigate Miss X’s complaint about the Care Provider’s failure to carry out a mental health assessment when her aunt, Miss A, went into its care home. The complaint is late. And we will not investigate her complaint about how the Care Provider handled Miss A’s finances. There is insufficient evidence of fault to justify an investigation.

Milton Keynes Council (23 009 031)

Statement Closed after initial enquiries Charging 24-Oct-2023

Summary: We will not investigate this complaint about the Council’s failure to provide information about care charges. There is not enough evidence of fault to justify our involvement. We will also not investigate complaints about poor communication. That is because further investigation would not lead to a different outcome.

Milton Keynes Council (23 009 080)

Statement Closed after initial enquiries Disabled facilities grants 24-Oct-2023

Summary: We will not investigate Mrs X’s complaint about delay in the Council repairing a lift in her home. She also complains the Council disclosed her personal data to a third party without her consent. This is because the complaint is outside the Ombudsman’s jurisdiction. In addition, there is another body better placed to consider her complaint.

Durham County Council (23 009 643)

Statement Closed after initial enquiries Disabled facilities grants 24-Oct-2023

Summary: We will not investigate this complaint about the Council’s decision to reject the complainant’s application for a disabled facilities grant. We have not seen enough evidence of fault in the Council’s actions.

Lancashire County Council (23 009 504)

Statement Closed after initial enquiries Other 24-Oct-2023

Summary: We will not investigate this complaint about the council giving wrong information. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is no worthwhile outcome to be achieved.