Roseberry Care Centres (England) Ltd (25 001 752)

Statement Closed after initial enquiries Charging 28-Oct-2025

Summary: We will not investigate this complaint about an increase in care home fees. There is not enough evidence of fault by the care provider.

Calderdale Metropolitan Borough Council (24 022 101)

Statement Not upheld Charging 23-Oct-2025

Summary: Mrs X complained the Council charged her for care without advising her of the costs first. Mrs X says she now owes the Council a lot of money and has needed to cancel her care with the Council. We did not find fault with the Council.

Somerset Council (24 020 477)

Statement Upheld Charging 23-Oct-2025

Summary: Mr X complains the Council failed to offer Mrs Y a choice of accommodation and wrongly charged her a top up fee. We found the failure to offer Mrs Y alternative accommodation which did not require a top up is fault. The Council will apologise for any uncertainty this caused.

Southend-on-Sea City Council (24 021 686)

Statement Closed after initial enquiries Charging 22-Oct-2025

Summary: We will not investigate Mr X’s complaint about his father being charged for his care home placement. This is because the complaint is late and there are no good reasons to exercise discretion to consider the late complaint.

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.