Leeds City Council (24 017 661)

Statement Upheld Other 28-Oct-2025

Summary: Miss D complained on behalf of her sister who lives in supported living accommodation arranged by the Council. We upheld her complaint, finding the Council failed to take sufficient action to safeguard Miss D’s sister after she experienced aggressive behaviour from another resident. We considered its inattention caused unnecessary distress to both Miss D and her sister. The Council has accepted these findings and at the end of this statement, we set out action it has agreed to take to remedy their injustice and try to prevent a repeat.

Surrey County Council (24 021 292)

Statement Not upheld Assessment and care plan 28-Oct-2025

Summary: Mr X complained the Council unnecessarily delayed his mother’s discharge from hospital as it would not provide a 24-hour residential care home placement. Based on current evidence we have found no fault by the Council.

Roseberry Care Centres (England) Ltd (25 001 752)

Statement Closed after initial enquiries Charging 28-Oct-2025

Summary: We will not investigate this complaint about an increase in care home fees. There is not enough evidence of fault by the care provider.

Colchester City Council (25 006 155)

Statement Closed after initial enquiries Other 28-Oct-2025

Summary: We will not investigate this complaint about the delay in Mr X’s request for an Occupational Therapy assessment and a Housing Needs report. This is because we cannot add to the investigation already carried out by the Council or achieve a different outcome.

Essex County Council (25 007 204)

Statement Closed after initial enquiries Transport 28-Oct-2025

Summary: We will not investigate this complaint about the Council’s decision to refuse Mr X a Blue Badge. This is because there is not enough fault to justify our involvement.

Worcestershire County Council (25 007 457)

Statement Closed after initial enquiries Other 28-Oct-2025

Summary: We will not investigate this complaint about the outcome of a mental capacity assessment undertaken as part of a Lasting Power of Attorney application. This is because there is another body better placed to consider this complaint.

Oban House Retirement Care Home (25 002 785)

Statement Closed after initial enquiries Other 27-Oct-2025

Summary: We will not investigate Ms X’s complaint about the Care Home’s decision to ban her from visiting her friend, the quality of the care being provided to her friend and the Care Home refusing to return her wheelchair. This is because there is insufficient evidence of fault by the Care Home, Ms X does not have the legal authority to complain on behalf of her friend, we cannot achieve the outcome she wants and there would be no worthwhile outcome achieved by an investigation.

London Borough of Hounslow (25 006 760)

Statement Closed after initial enquiries Transport 27-Oct-2025

Summary: We will not investigate Miss X’s complaint about the Council’s decisions not to grant her a Freedom Pass. This is because there is not enough evidence of fault in the way the Council reached its decision to warrant investigation.

Suffolk County Council (25 006 987)

Statement Closed after initial enquiries Transport 27-Oct-2025

Summary: We will not investigate this complaint about Mr X’s blue badge application. There is insufficient evidence of fault by the Council to warrant an investigation.

Suffolk County Council (24 018 288)

Statement Upheld Safeguarding 23-Oct-2025

Summary: Mr X complained about the standard of the care the Council commissioned care home provided to his late wife. He also complained about the Council’s handling of the retrospective safeguarding enquiry. We find the Council was at fault for its delays in completing the retrospective safeguarding enquiry and review and for its failure to keep Mr X properly updated. The care home was at fault for failing to follow its falls policy, its record keeping and for how it handled Mr X’s wife’s food and fluid intake. These faults caused Mr X uncertainty, distress and upset. The Council has agreed to apologise to Mr X, make a payment to him and implement service improvements.