Nottinghamshire County Council (25 007 312)

Statement Upheld Assessment and care plan 07-Apr-2026

Summary: We did not find fault with the Council for how it considered Mrs X’s mother’s access to care from December 2024 to April 2025, including completion of care assessments. We found fault with the Council taking three and a half months to complete the financial assessment for Mrs X’s mother’s care home costs following it agreeing to the placement; this was a delay. The Council agreed to apologise for the uncertainty and distress caused by its fault.

Redcar & Cleveland Council (25 017 200)

Statement Closed after initial enquiries Assessment and care plan 07-Apr-2026

Summary: We will not investigate this complaint about an adult social care and support needs assessment. An investigation is unlikely to lead to a different outcome for Mr X, and the Information Commissioner’s Office is better placed to consider complaints about data handling.

Sheffield City Council (25 007 028)

Statement Not upheld Assessment and care plan 06-Apr-2026

Summary: Mr B complained about the Council’s action in respect of the care of his mother Mrs C. We have not found any fault in the way the Council made its decision that Mrs C should stay in her own home with a care package, the time it took to find a care home, or the care provided by the care agency.

Rotherham Metropolitan Borough Council (25 018 810)

Statement Closed after initial enquiries Assessment and care plan 06-Apr-2026

Summary: We will not investigate this complaint about the conduct of the Council’s former officer and information it holds about Mr B. There is not enough evidence of fault to justify investigating.

Somerset Council (25 007 609)

Statement Not upheld Assessment and care plan 01-Apr-2026

Summary: Ms X complained the Council wrongly ended her care package for her adult social care needs and did not respond to her concerns. We find no fault in how the Council made its decision and responded to her concerns.

Norfolk County Council (25 010 529)

Statement Upheld Assessment and care plan 01-Apr-2026

Summary: There was fault by the Council. It failed to provide care and support to meet Ms X’s eligible unmet needs between August 2024 and January/February 2025. It failed to ensure Ms X’s transition from commissioned services to a direct payment went smoothly. Complaint responses were superficial, did not address all the issues or offer an adequate remedy for the loss of care and support and avoidable distress. Communication was also below our expected standards. The Council also failed to inform Ms X why she could not use a relative as her personal assistant and failed to process invoices meaning there was a further month where Ms X was without essential domestic support. The Council will apologise and make a payment to reflect the avoidable distress and loss of service.

Darlington Borough Council (25 015 568)

Statement Closed after initial enquiries Assessment and care plan 01-Apr-2026

Summary: We will not investigate this complaint about the delays in arranging for the complainant to return home following their discharge from hospital or matters about their stay at a care home. These complaints are late and there is no good reason to consider them now.

Surrey County Council (25 018 245)

Statement Closed after initial enquiries Assessment and care plan 01-Apr-2026

Summary: We will not investigate Mr C’s complaint about the removal of funding for his mother’s care home fees. We are unlikely to find fault by the NHS provider and Council on the key issues. We also consider the NHS provider has taken appropriate action to improve, and an investigation by us would not add to this.

London Borough of Bromley (24 022 926)

Statement Upheld Assessment and care plan 31-Mar-2026

Summary: The Council was not at fault for the action it took to meet Mrs X’s needs when she moved into its area. However, when she moved out of the Council’s area, it should have continued delivering her care until the new authority accepted responsibility. It did not do so, for which it was at fault. Mrs X suffered distress, which the Council has agreed to recognise with an apology and a symbolic payment. It will also take steps to improve its service.

London Borough of Bexley (25 005 736)

Statement Upheld Assessment and care plan 30-Mar-2026

Summary: Miss X complained on behalf of her grandmother and her family. She complained the Council failed to carry out proper assessments to establish her grandmother’s mental capacity and care needs. She also complained it did not complete carers’ assessments for members of Mrs Y’s family. We found fault by the Council on all matters. The Council agreed to apologise and make a symbolic payment to Mrs Y and her family in recognition of the injustice caused to them.