London Borough of Redbridge (24 017 686)

Statement Upheld Charging 21-Oct-2025

Summary: Ms C complains the Council commissioned care provider, Bio Luminuex Healthcare Ltd, failed to provide suitable care and falsified records. Ms C also complains the Council failed to provide proper support for her mother, Mrs D, after she left a care home. The Council is at fault for failing to properly assess Mrs D’s needs before she returned to the community and for inadequate services it commissioned. To put things right the Council has agreed to waive an existing invoice of over £1700, apologise to Mrs D and Ms C for the distress and frustration its actions caused; and make service improvements which include the quality monitoring of the care provider.

Kent County Council (25 007 603)

Statement Closed after initial enquiries Charging 21-Oct-2025

Summary: We will not investigate Mr X’s complaint about client contribution payments he made towards homecare he received between August 2020 and October 2021. This is because this complaint is late and there is no good reason to exercise our discretion and investigate.

Lancashire County Council (24 013 473)

Statement Closed after initial enquiries Charging 20-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision to charge his mother, Ms Y, for the care it provided to her. This is because the complaint is late and there are no good reasons why Mr X did not complain sooner. Furthermore, it is unlikely we would find sufficient evidence of fault by the Council.

Oxfordshire County Council (25 001 908)

Statement Not upheld Charging 20-Oct-2025

Summary: There was no fault in the Council’s decision to include Mrs Y’s property in its financial assessment for care fees because the Council followed statutory guidance in reaching the decision.

Kent County Council (25 005 249)

Statement Closed after initial enquiries Charging 20-Oct-2025

Summary: We will not investigate this complaint about the Council’s decision that Mrs Y deliberately deprived herself of assets. There is insufficient evidence of fault to justify an investigation.

East Sussex County Council (24 023 111)

Statement Not upheld Charging 19-Oct-2025

Summary: Mrs X complained the Council has failed to properly complete Miss Y’s financial assessment and give full consideration to her disability related expenditure (DRE). We found there is no evidence of fault in the way the Council considered whether the cost of the specialist toilet was DRE.

Devon County Council (24 016 442)

Statement Not upheld Charging 19-Oct-2025

Summary: Ms X complained the Council failed to reimburse her with care costs it agreed to pay following the outcome of a previous complaint to us. Ms X also complained the Council has wrongly calculated a contribution towards her care costs she considered unaffordable for her. We have found no evidence of fault in the way the Council has dealt with the matter. So we have completed our investigation.

London Borough of Enfield (25 006 053)

Statement Upheld Charging 19-Oct-2025

Summary: We will not investigate this complaint about poor communication about adult social care fees. We are satisfied with the actions the Council has taken, and it is unlikely we would achieve anything further. The Council has accepted fault, apologised, and waived care fees.

Durham County Council (25 006 651)

Statement Closed after initial enquiries Charging 19-Oct-2025

Summary: We will not investigate this complaint about the Council’s decision to charge Mrs Y for residential care services. This is because the complaint is late and there is no good reason to investigate it now.

Nottinghamshire County Council (25 006 215)

Statement Closed after initial enquiries Charging 16-Oct-2025

Summary: We will not investigate this complaint about an alleged late request for payment of care fees by the Council. There is not enough evidence of fault by the Council causing injustice to Mrs X to warrant our further involvement.