Cheshire East Council (24 019 064)

Statement Not upheld Assessment and care plan 16-Dec-2025

Summary: Ms X complains the Council’s Adult Social Care services failed in its duty of care despite a safeguarding concern and adult needs assessment to help her in a dispute with her housing provider. We have found no evidence of fault in the way the Council considered these matters. So, we have completed our investigation.

Wigan Metropolitan Borough Council (24 020 734)

Statement Upheld Assessment and care plan 16-Dec-2025

Summary: There was fault by the Council. It did not act soon enough to resolve Mrs X’s risk of social isolation when she had to live in part of a care home without other residents. Her son, Mr Y has acted on her behalf and this caused him distress. The Council is now regularly reviewing Mrs X’s care needs, and has increased her opportunities to socialise. The Council should also apologise to Mr Y for its lack of more urgent action.

London Borough of Islington (25 000 077)

Statement Upheld Assessment and care plan 16-Dec-2025

Summary: Ms C complained about the Council’s handling of an occupational therapy assessment and support for her family. The Council’s accepted fault for causing delays and how it communicated with her. It was also at fault for causing delays in its complaints handling. The Council’s apology and proposed remedy was not enough to acknowledge the inconvenience and uncertainty she experienced. The Council will therefore make an increased symbolic payment.

Lancashire County Council (25 011 375)

Statement Upheld Assessment and care plan 16-Dec-2025

Summary: There was no fault in the way the Council placed Mr X’s mother Mrs Y in a care home. The Council commissioned care home was at fault of the delay in changing Mrs Y’s GP. The Council has agreed to apologise and make a payment to acknowledge the uncertainty and frustration this caused and to remind the care home to change GP registrations as soon as possible.

Newcastle upon Tyne City Council (24 023 457)

Statement Not upheld Assessment and care plan 15-Dec-2025

Summary: Mrs X complained the Council wrongly refused to put in place 24-hour live at home care, failed to consider her wishes about staying at home, imposed agency care every fourth week and failed to consider employment law when allowing Ms Y to provide 24-hour care. There is no evidence of fault by the Council.

Surrey County Council (25 000 703)

Statement Upheld Assessment and care plan 15-Dec-2025

Summary: The Council was at fault for failing to update Mr S’s care plan to include provision after his day placement ended in August 2024. This meant he missed out on provision to meet his eligible care needs. This also caused his mother, Ms X, distress, as she became his fulltime carer with no respite. The Council agreed to apologise and make payments to Mr S and Ms X to acknowledge the distress caused and the lack of provision. It also agreed to report back to us on steps it will take to prevent similar issues from happening in future.

Oxfordshire County Council (24 010 239)

Statement Upheld Assessment and care plan 12-Dec-2025

Summary: Mr X and Ms Y complained about the Council’s handling and decisions around their adult child’s (Z) care and support, care placement, and mental capacity. We found no fault in the process the Council followed to reach its decisions on the substantial matters complained about. It therefore reached decisions it was entitled to make. There was some fault relating to a review meeting and delayed complaints handling. The Council will apologise to acknowledge the impact this had on Mr X and Ms Y.

East Riding of Yorkshire Council (25 000 447)

Statement Upheld Assessment and care plan 11-Dec-2025

Summary: Mrs X complained the Council removed her care and support after completing a care reassessment using a non -specialist deafblind assessor. She said the Council has placed her back on a previous care assessment, which does not meet her needs. The Council is at fault for delaying in reassessing Mrs X care needs using a specialist deafblind assessor causing distress and uncertainty. The Council agreed to apologise to Mrs X, complete a full reassessment of her care needs, review its care assessment policy relating to deafblind assessments, ensuring staff understanding and make a symbolic payment to recognise the injustice caused.

Dudley Metropolitan Borough Council (25 001 590)

Statement Upheld Assessment and care plan 11-Dec-2025

Summary: Mr X complains about the Council’s handing of Mr Y’s care and support needs. Mr X complains the Council placed Mr Y in an unsuitable placement and did not arrange regular home visits. Mr X says this impacted Mr Y’s physical health and emotional wellbeing. We find the Council at fault which caused injustice. The Council has agreed to make a payment and complete a fresh care assessment.

Wiltshire Council (25 002 575)

Statement Upheld Assessment and care plan 11-Dec-2025

Summary: Mr X complained about the needs assessment carried out by the Council into his daughter’s care provision. He says that it was not completed in line with the Council’s own policy and procedures and changed the level of support in place for his daughter. We found the Council at fault. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused. It has also agreed to complete a reassessment into the carer’s support plan.