Recent statements in this category are shown below:
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London Borough of Enfield (24 009 582)
Statement Upheld Charging 16-Sep-2025
Summary: Mr X complained about Mr Y’s care charges. Mr X said Mr Y was caused distress by a large, unexpected bill. We find the Council at fault for not recording its decision making or acting on Mr X’s request for the care hours to be reduced. The Council has agreed to apologise and waive the charges.
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Churchfields Care Home Limited (24 021 535)
Statement Upheld Charging 16-Sep-2025
Summary: Mr X complained that the Care Provider did not pass on Funded Nursing Care (FNC) contribution payments by deducting these from his wife’s (Mrs X) care home fees. We found the Care Provider was at fault as the care home agreement with Mrs X was silent on FNC and how these NHS-based contributions are treated against its overall fee structure and the services contractually agreed. This caused Mr and Mrs X uncertainty with respect to how the care home agreement operated. The Care Provider has agreed to apologise to remedy the uncertainty caused.
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Redcar & Cleveland Council (25 002 984)
Statement Closed after initial enquiries Charging 16-Sep-2025
Summary: We will not investigate Mrs X’s complaint that the Council failed to tell her and her husband that he would have to contribute towards the cost of his care. There is not enough evidence of fault or injustice to warrant an investigation.
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Cambridgeshire County Council (25 000 924)
Statement Closed after initial enquiries Charging 16-Sep-2025
Summary: We will not investigate Mr X’s complaint about the Council’s decision that his relative, Ms Y, deprived herself of assets in order to reduce care charges. There is insufficient evidence of fault in the Council’s decision-making to warrant an investigation.
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Statement Closed after initial enquiries Charging 16-Sep-2025
Summary: We will not investigate Mrs X’s complaint about how the Council gave her late parents a Disabled Facilities Grant (DFG), put a charge against the property, is not waiving the charge, and how it communicated with her about the matter. There is not enough evidence of fault by the Council to warrant us investigating. Investigation of the communications issue would not result in a different outcome.
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Leicestershire County Care Limited (25 005 460)
Statement Closed after initial enquiries Charging 16-Sep-2025
Summary: We will not investigate this complaint about the Care Provider failing to refund money it owed to Mrs Y after the local authority paid it for Mrs Y's care. It has now refunded the funds.
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Statement Upheld Charging 15-Sep-2025
Summary: We will not investigate Mr X’s complaint about the Council pursuing a care fee sum it considers due from his late mother Mrs Y’s estate, and delaying invoicing for the fees. There is not enough evidence that Council fault has led to the claimed care fee debt or to it being unpaid by the estate to warrant us investigating. Investigation of the invoice issue would not lead to a different outcome.
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Newcastle upon Tyne City Council (25 002 727)
Statement Closed after initial enquiries Charging 14-Sep-2025
Summary: We will not investigate this complaint about the Council’s failure to properly explain Mr X’s care charges. This is because it relates to events that took place more than 12 months ago and it would have been reasonable for Mr X to bring the complaint to us earlier. In addition, if we did exercise discretion to investigate the complaint, we would be unlikely to find fault with the Council’s actions.
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Hertfordshire County Council (24 010 211)
Statement Upheld Charging 11-Sep-2025
Summary: There were faults in the way the Council assessed Ms Y’s needs and her son, Mr X’s needs as her carer. There was also fault in the information it provided regarding direct payments and in the support provided by the Council commissioned care provider. There was no fault in the way the Council assessed Ms Y’s contribution to her care charges. The Council and care provider have already taken action to prevent a recurrence of the fault and have already apologised to Mr X. The Council has agreed to make a payment to Mr X to acknowledge the uncertainty, frustration and additional support he was required to provide due to the Council’s faults.
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London Borough of Haringey (24 011 148)
Statement Upheld Charging 11-Sep-2025
Summary: Mr X complains on behalf of Mrs Y that the Council has not dealt properly with care charges. The Council is at fault because it did not respond to Mr X’s concerns about charges between October 2023 and July 2024. The Council should apologise and provide a detailed explanation of charges.