West Northamptonshire Council (24 013 887)

Statement Upheld Charging 24-Jun-2025

Summary: The Council delayed informing Mr D of the outcome of his financial assessment and delayed sending him an invoice. This was fault. The Council has agreed to apologise, cancel the invoice and carry out a service improvement.

Medway Council (24 021 804)

Statement Upheld Charging 24-Jun-2025

Summary: We will not investigate this complaint about charging for adult social care. Although there was delay by the Council, it has backdated charges to the correct start date and apologised for its delay in resolving the issue. We are satisfied with the Council’s actions to resolve the complaint, and it is unlikely an Ombudsman investigation would lead to a different outcome.

Bournemouth, Christchurch and Poole Council (24 022 834)

Statement Closed after initial enquiries Charging 23-Jun-2025

Summary: We will not investigate Mr X’s complaint about his mother, Mrs Z’s, domiciliary care as these complaints are late. We will also not investigate Mr X’s complaint that the Council told the family Mrs Z’s care would be free but then charged her. There is not enough evidence of fault to justify an investigation.

Gibsons Lodge Ltd (24 015 881)

Statement Not upheld Charging 22-Jun-2025

Summary: Mr C complained that the Care Provider failed to provide accurate information to him or his family about Funded Nursing Care contributions when his father, Mr D moved into a nursing home. We did not find fault in the actions of the Care Provider.

Shropshire Council (24 005 061)

Statement Upheld Charging 18-Jun-2025

Summary: Mr X complained about the way the Council dealt with his father’s care charges. The Council was at fault for failing to keep proper records and give reasons for its decisions, delaying in sending financial assessment forms and deciding on Mr Y’s care contribution, failing to provide copies of Care Act assessments, sending incorrect invoices, and continuing to send invoices despite saying the account was on hold. This caused Mr X distress and uncertainty. The Council will apologise for this and provide an updated correct invoice.

Cheshire East Council (24 022 430)

Statement Closed after initial enquiries Charging 18-Jun-2025

Summary: We will not investigate Mrs X’s complaint about Council’s proposal to move her mother, Mrs Y, to another residential care home placement. It is unlikely we would find enough evidence of fault with the Council’s actions to warrant us investigating further. Other bodies are also better placed to make decisions about whether Mrs Y needs nursing care and what action is in her best interests.

Gloucestershire County Council (24 022 556)

Statement Closed after initial enquiries Charging 18-Jun-2025

Summary: We will not investigate this complaint about the Council’s decision to charge for homecare it arranged for Miss B’s father in 2022. Miss B is complaining too late and there is no good reason to investigate now.

West Sussex County Council (24 018 274)

Statement Upheld Charging 17-Jun-2025

Summary: We have upheld this complaint about the Council’s handling of a financial assessment for Ms X. The Council has agreed appropriate action to remedy the injustice caused.

Country House Care Limited (24 021 530)

Statement Closed after initial enquiries Charging 16-Jun-2025

Summary: We will not investigate Mr X’s complaint about poor care provided to his mother by her care home and about the care home’s refusal to refund some fees. This is because there is insufficient evidence of fault, and an investigation would not lead to a different outcome.

Cambridgeshire County Council (24 011 650)

Statement Upheld Charging 15-Jun-2025

Summary: Ms Y complained about how the Council charged her son, Mr X, for a contribution to his care and support and tried to collect a debt from him. There was fault in how the Council communicated with Mr X and Ms Y, with some of the action it took to recover the debt and how it assessed Mr X’s claim for some expenses. This caused Ms Y some avoidable distress. The Council agreed to apologise, pay Ms Y a financial remedy and reassess Mr X’s contribution. It also agreed to review some of its practices.