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.

Suffolk County Council (25 007 186)

Statement Upheld Assessment and care plan 30-Mar-2026

Summary: The Council was at fault in delaying the review of Ms X’s Care and Support Plan and in assessing her for, and arranging, adaptations to her bathroom. The Council did not unfairly restrict her access to its services. The Council should agree to apologise to Ms X and make her symbolic payments to acknowledge the injustice caused.

Manchester City Council (25 014 709)

Statement Upheld Assessment and care plan 30-Mar-2026

Summary: We will not investigate this complaint about the Council’s failure to provide the care and support needs agreed. This is because the Council has already offered a remedy in line with our guidance. Our investigation is unlikely to lead to a different outcome.

Norfolk County Council (25 007 602)

Statement Upheld Assessment and care plan 27-Mar-2026

Summary: Miss X complained the Council failed to ensure she was receiving services in line with her care plan. We find the Council at fault for reducing Miss X’s weekly support without considering her care needs. This is fault which caused Miss X distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and complete a reassessment of Miss X’s needs.

Norfolk County Council (24 006 266)

Statement Upheld Assessment and care plan 26-Mar-2026

Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.

London Borough of Islington (25 000 364)

Statement Upheld Assessment and care plan 26-Mar-2026

Summary: Mr B complains about the Council’s involvement in the decision making to put in place a care package for his mother, information provided about the funding and the financial assessment. There was fault as the Council did not complete a written copy of the initial assessment and care plan, there was poor record keeping and an incorrect invoice was sent. The Council has agreed to apologise, carry out further assessments, hold a best interest meeting with the family and carry out a service improvement.

Leicestershire County Council (24 014 855)

Statement Upheld Assessment and care plan 25-Mar-2026

Summary: Mrs X complained about the actions of Leicestershire County Council (the Council), Leicestershire Partnership NHS Trust (the Trust) and HC-One Ltd (the Provider). She complained about faults in the way her late brother Mr Z was discharged from hospital, in his residential care and in the handling of concerns, safeguarding and complaints. We upheld elements of all three complaints. We recommended the organisations apologise and provide remedies to Mrs X. We also recommended service improvements. The organisations accepted our recommendations, so we have completed our investigation.

Warwickshire County Council (25 001 682)

Statement Not upheld Assessment and care plan 25-Mar-2026

Summary: Mr F complained the Council failed to properly assess his care and support needs under the Care Act 2014. We found no fault.

Kirklees Metropolitan Borough Council (25 009 501)

Statement Upheld Assessment and care plan 25-Mar-2026

Summary: Mr X complained that the Council had not arranged an advocate for him when he needed this to take part in an assessment of his care and support needs, and took too long to complete a reassessment and reinstate his support. The Council has acknowledged that it was at fault and that Mr X missed out on support that he would have been entitled to. The Council has made several improvements to its services based on its learning from Mr X’s complaint. It will also apologise to Mr X and make a symbolic payment to him in recognition of the impact on him of the missed services.