North Northamptonshire Council (25 004 063)

Statement Closed after initial enquiries Charging 09-Sep-2025

Summary: We will not investigate Mrs X’s complaint, brought on behalf of the late Mrs Y, about the Council’s decision to not disregard Mrs Y’s house when calculating her finances for care charging purposes. The complaint is late and there are no good reasons for us to investigate it now. Even if Mrs X’s complaint had not been late, we would not have investigated because there is not enough evidence of Council fault to have warranted an investigation.

Anchor Hanover Group (25 003 093)

Statement Closed after initial enquiries Charging 08-Sep-2025

Summary: We will not investigate this complaint about privately arranged adult social care. The legality of the contract is better considered by a court. It is unlikely we would find fault with the Care Provider chasing for fees for a service it has provided. It is unlikely we would add to the Care Provider’s investigation or achieve a different outcome.

Sandwell Metropolitan Borough Council (25 000 122)

Statement Closed after initial enquiries Charging 07-Sep-2025

Summary: We will not investigate Ms X and Ms Y’s complaint about an additional charge made for on-site services at their Council-run extra care housing. There is insufficient evidence of fault to warrant an investigation.

Avery Homes (Nelson) Limited (24 008 336)

Statement Upheld Charging 03-Sep-2025

Summary: Miss X complained about the way her mother’s care home dealt with a financial contribution it received from a council towards care fees. We found the Care Provider’s actions caused Miss X and her mother an injustice. Miss X suffered significant avoidable distress, frustration and uncertainty. Her mother paid too much towards her care fees. To remedy the injustice caused, the Care Provider has agreed to refund overpaid fees, apologise to Miss X and review its contract and complaints policy.

Tameside Metropolitan Borough Council (25 003 659)

Statement Closed after initial enquiries Charging 03-Sep-2025

Summary: We will not investigate Mr X’s complaint about charges for his father’s care. The Council has apologised for their billing errors. Further investigation by us would not lead to a different outcome.

East Sussex County Council (25 003 227)

Statement Upheld Charging 02-Sep-2025

Summary: We will not investigate Mrs X’s complaint, brought by Mrs Y, about how the Council delayed in assessing Mrs X’s care needs, miscalculated and delayed its payment of her 12-week property disregard, and the time taken to reply to her complaint. An investigation by us would not add to the Council’s investigation. There is no further outcome an investigation by us would achieve than those already provided or offered by the Council.

Solihull Metropolitan Borough Council (25 003 452)

Statement Upheld Charging 02-Sep-2025

Summary: We will not investigate this complaint because the Council accepted it was at fault when it responded to Mrs D’s complaint about her father’s care charges. It provided a proportionate remedy for the injustice caused to Mrs D and her father. Further investigation would not lead to a different outcome.

Lancashire County Council (25 002 288)

Statement Closed after initial enquiries Charging 01-Sep-2025

Summary: We will not investigate this complaint about delay in acting on the family’s request for her stepfather to return home and about the care he received at the new care home. This complaint is late and there is no good reason to exercise our discretion and investigate.

Bath and North East Somerset Council (25 003 464)

Statement Closed after initial enquiries Charging 01-Sep-2025

Summary: We will not investigate Mr X’s complaint, brought by Miss Y, about the Council’s decision to include Mr X’s main residence as an asset available for use in paying care fees when calculating his finances and asking him to separately register the flats in the property to realise them as assets. There is not enough evidence of fault in the Council’s decision-making process to warrant us going behind its decision. It is not unreasonable for Mr X and his family to put the legal dispute at the core of the complaint before a court. We also cannot achieve the complaint outcomes sought.

Oldham Metropolitan Borough Council (24 016 215)

Statement Closed after initial enquiries Charging 31-Aug-2025

Summary: We will not investigate this complaint the Council completed an unannounced social care visit. There is not enough evidence of fault to justify our involvement.