Moors Park (Bishopsteignton) Limited (23 001 565)

Report Upheld Charging 18-Mar-2025

Summary: The Local Government and Social Care Ombudsman investigated a complaint about care home fees charged to the complainant’s mother. We found Moors Park (Bishopsteignton) Limited: imposed additional charges for care provided over a weekly baseline limit of 25 hours, which was not set out in the contract; charged other residents additional fees without first amending their contracts;  This meant the care home caused the woman financial injustice and her son suffered time and trouble complaining.

Medway Council (24 014 318)

Statement Closed after initial enquiries Charging 04-Feb-2025

Summary: We will not investigate Mrs X’s complaint about the domiciliary care provided to her late father Mr Y by the care firm commissioned by the Council. There is insufficient significant injustice to Mrs X to warrant an investigation.

Essex County Council (24 013 819)

Statement Closed after initial enquiries Charging 03-Feb-2025

Summary: We will not investigate Mr X’s complaint that the Council failed to explain how it calculated his care contribution increase. This is because there is insufficient evidence of fault.

Slough Borough Council (24 013 928)

Statement Closed after initial enquiries Charging 03-Feb-2025

Summary: We will not investigate this complaint about how the Council completed a financial assessment. There is not enough evidence of fault to justify our involvement.

Bondcare (London) Limited (24 000 374)

Statement Upheld Charging 31-Jan-2025

Summary: Mrs Y complained about the care provided by Bondcare (London) Limited to her father, Mr Y. She also complained the Care Provider gave her misleading advice about the cost of his placement and how to apply for funding. We found fault by the Care Provider in some aspects of Mr Y’s care. The Care Provider agreed to apologise and make a payment in recognition of the distress caused.

Lincolnshire County Council (24 014 107)

Statement Closed after initial enquiries Charging 31-Jan-2025

Summary: We will not investigate Mrs X’s complaint that the Council failed to tell her that her husband would need to pay a contribution towards the cost of his respite care. This is because the claimed fault has not caused any injustice.

Sheffield City Council (24 004 006)

Statement Not upheld Charging 30-Jan-2025

Summary: Mr X complained the Council failed to follow the correct procedures when it decided Mrs Y had deliberately deprived herself of assets. There was no fault in the way the Council reached its decision.

London Borough of Lewisham (24 009 733)

Statement Closed after initial enquiries Charging 30-Jan-2025

Summary: We will not investigate this complaint about the Council’s decisions relating to Mr Y’s care charges. There is insufficient evidence of fault in the Council’s actions to warrant investigation.

Kent County Council (24 013 815)

Statement Closed after initial enquiries Charging 29-Jan-2025

Summary: We will not investigate Miss X’s complaint about the Council billing her son Mr X for backdated care fees, the time taken before officers noticed the debt, officer comments during a telephone call, other administrative issues on the account, and the debt amount being sought. There is not enough evidence of Council fault which alters the care fee debt to warrant us investigating. The Council apologised for the officer’s comments and investigation would achieve no different outcome. There is insufficient injustice caused by the administrative issues and the dispute about the debt amount to justify an investigation.

Devon County Council (24 013 841)

Statement Closed after initial enquiries Charging 29-Jan-2025

Summary: We will not investigate Mr X’s complaint about the Council delaying in providing him with the financial information he requested regarding his mother in law’s deferred payment agreement. This is because the accepted fault has not caused significant injustice.