London Borough of Redbridge (24 020 146)

Statement Upheld Assessment and care plan 28-Apr-2026

Summary: Mr X complained about the Council’s handling of his late father, Mr Y’s, care. We found fault because the Council failed to communicate in an accurate or timely manner. We have also found it failed to act and respond to complaints in a timely manner. This caused Mr X avoidable distress, frustration and uncertainty. To remedy this injustice, the Council has agreed to apologise to Mr X, make symbolic payments to him and review the failings in this case.

Hertfordshire County Council (25 018 463)

Statement Closed after initial enquiries Assessment and care plan 28-Apr-2026

Summary: We will not investigate this complaint about financial assessments carried out in 2018. The complaint is late and there are no good reasons to exercise discretion and investigate now.

Bournemouth, Christchurch and Poole Council (25 018 498)

Statement Closed after initial enquiries Assessment and care plan 26-Apr-2026

Summary: We will not investigate matters relating to Miss X’s mother which occurred in 2017 and 2018. Nor will we investigate another complaint about her mother’s Adult Social Care assessment which the Council carried out in 2023. We have already considered most of these complaints. The other complaints are late. We will also not investigate Miss X’s complaints about her personal data. We have already informed her the Information Commissioner’s Office is better placed to deal with these.

Halton Borough Council (25 007 395)

Statement Upheld Assessment and care plan 21-Apr-2026

Summary: We have found fault in the Council’s actions. The Council failed to properly consider Mrs B’s request for an assessment of her husband under the Mental Health Act 1983 and its communications with Mrs B were poor. This fault has caused distress to Mrs B and her husband. The Council has agreed to apologise to Mrs B and her husband and to pay them a small financial remedy.

Wigan Metropolitan Borough Council (25 016 922)

Statement Closed after initial enquiries Assessment and care plan 21-Apr-2026

Summary: We will not investigate this complaint about the actions of the Council’ adult social care department. Further investigation would not lead to a different outcome, and there is another body better placed to consider parts of the complaint.

West Northamptonshire Council (25 006 365)

Statement Not upheld Assessment and care plan 20-Apr-2026

Summary: There was no fault by the Council. It completed a social care assessment within an acceptable timeframe and revised Ms Y’s care and support plan in response to additional information Mrs X provided. The Council involved them both in the assessment and support planning process and Ms Y also had an independent advocate. The Council’s decision that Ms Y did not require residential care was taken without fault and so we have no grounds to criticise it.

East Sussex County Council (25 010 118)

Statement Upheld Assessment and care plan 20-Apr-2026

Summary: Miss X complained the Council left her without Personal Assistant support for around three months after her existing arrangements ended, failed to provide interim support while it reassessed her needs, and did not keep her properly informed. There is fault in the Council’s actions. This caused avoidable distress, uncertainty, loss of support, and reliance on informal care to meet her daily needs. The Council has agreed to apologise, make a symbolic payment and service improvements to remedy the injustice caused.

Bury Metropolitan Borough Council (25 010 224)

Statement Upheld Assessment and care plan 20-Apr-2026

Summary: Ms X complained the Council failed to implement her daughter’s, Miss Y’s, care assessment and provide her with a suitable commissioned placement. She also complained the Council based its decisions on unfounded allegations that Miss Y was a threat to others. We find the Council was at fault for its delays in securing a suitable placement for Miss Y. This caused distress and upset. The Council has agreed to apologise and make a payment to reflect the injustice caused.

Sheffield City Council (25 018 885)

Statement Closed after initial enquiries Assessment and care plan 20-Apr-2026

Summary: We will not investigate this complaint about The Council’s sourcing of respite care for Ms X’s mother Ms Y. Of the matters complained of to the Council, investigation would be unlikely to find fault with the Council’s attempts to find respite care in January 2025. It would also be unlikely to recommend further remedy beyond the apology already offered for Council staff having attempted a home visit against Ms X’s expressed wishes.

Kent County Council (25 017 307)

Statement Closed after initial enquiries Assessment and care plan 20-Apr-2026

Summary: We will not investigate this complaint about the Council’s delays in Care Needs Assessments. This is because part of the complaint is late and there is no good reason to investigate now. Further investigation of the remaining complaints would not lead to a different outcome.