Bath and North East Somerset Council (24 017 627)

Statement Upheld Assessment and care plan 23-Sep-2025

Summary: Mrs X complains the Council has not dealt properly with Mr Y’s adult social care, resulting in his needs not being met and causing distress. The Council is at fault because it did not take action to reduce identified risks as part of Mr Y’s Care and Support plan before reducing his care provision. Mr Y suffered the risk of harm. The Council should apologise, pay Mr Y £250 and review Mr Y’s case.

Norfolk County Council (24 013 106)

Statement Upheld Assessment and care plan 18-Sep-2025

Summary: Mrs X complained her sister, Mrs Y, is in an unsuitable care home for her needs. She said the Council would not discuss Mrs Y’s care and support needs with her despite there being no authorised person to represent Mrs Y’s health and welfare decision making. We found there was avoidable delay sharing information with Mrs X because the Council did not confirm deputyship for Mrs Y’s health and welfare when it carried out a review. This caused Mrs X some frustration. However, we did not find fault in the Council’s decision-making or that the care home was unsuitable.

Calderdale Metropolitan Borough Council (23 015 231)

Statement Upheld Assessment and care plan 17-Sep-2025

Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.

West Sussex County Council (24 017 495)

Statement Upheld Assessment and care plan 17-Sep-2025

Summary: Ms C complains the Council failed to provide services to meet her family’s needs. The Council is at fault for failing to record actions and complete a carer’s assessment. This has caused uncertainty and frustration to Ms C. To put things right the Council will apologise to Ms C, make her a symbolic payment, reassess her needs as a carer and make service improvements.

Plymouth City Council (23 013 813)

Statement Upheld Assessment and care plan 16-Sep-2025

Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.

Rochdale Metropolitan Borough Council (25 003 252)

Statement Closed after initial enquiries Assessment and care plan 15-Sep-2025

Summary: We will not investigate this complaint about how the Council handled a complaint regarding adult social care assessment. We could not achieve a meaningful outcome as the substantive matter was resolved, and it is not a good use of public resources to investigate complaints about complaint-handling in isolation.

Middlesbrough Borough Council (25 003 896)

Statement Closed after initial enquiries Assessment and care plan 15-Sep-2025

Summary: We will not investigate this complaint about the Council’s decision after care assessments to end direct payments to Mr X and Mr Y. There is not enough evidence of fault in how the Council reached its decision to warrant investigation by us

North Lincolnshire Council (24 016 958)

Statement Upheld Assessment and care plan 14-Sep-2025

Summary: Ms Z, on behalf of her sister Mrs X, complained the Council failed to involve them in the assessment of her care needs, failed to provide timely and detailed information about the cost of the assessed care and failed to effectively communicate. The Council was at fault because it did not produce a personal budget and notify Mrs X until four months after the care started and charges were incurred causing distress. The Council has already offered a suitable financial remedy and has now agreed to service improvements and a repayment plan.

Plymouth City Council (24 020 588)

Statement Closed after initial enquiries Assessment and care plan 14-Sep-2025

Summary: We will not investigate Mrs X’s complaints about the care provided to her son, Mr Y, by Plymouth City Council. This is because the matters she is complaining about have been subject to court proceedings.

East Sussex County Council (25 003 305)

Statement Closed after initial enquiries Assessment and care plan 09-Sep-2025

Summary: We will not investigate this complaint about the Council’s actions in placing Mr X in a supported living property. There is not enough evidence of fault in the care provided to Mr X to warrant investigation by us.