Redwood Tower UK Opco 1 Limited (25 023 177)

Statement Closed after initial enquiries Charging 22-Sep-2026

Summary: We will not investigate this complaint about the quality of care provided at a private residential home or its charging. This is because the complaint is late and there are no good reasons Mrs X did not complain to us sooner.

Danforth Care Brampton Limited (24 017 265)

Statement Upheld Charging 22-Sep-2026

Summary: Mr B complained on behalf of Mr J that Sid Bailey Care Home, operated at the time by Danforth Care Brampton Ltd, wrongly charged him for his care. We found no fault in the charges, but distress was caused by not advising Mr B of an underpayment sooner. The care provider did not properly deal with Mr B’s complaint. It has agreed to apologise for the distress and time and trouble caused.

Stratford Bentley Ltd (25 010 015)

Statement Closed after initial enquiries Charging 22-Sep-2026

Summary: We will not investigate this complaint about an increase of care fees. There is not enough evidence of fault in the Care Provider’s decision to justify our involvement.

Birmingham City Council (25 016 567)

Statement Upheld Charging 22-Sep-2026

Summary: There was fault on the part of the Council in the way it communicated the care charges to Ms B using the wrong email address. As a result, she thought the invoice had been cancelled. The care charges remain due for payment, but the Council should remedy the injustice to Ms B by apologising, implementing an instalment plan and making a payment to her recognising the injustice caused.

Wiltshire Council (25 017 244)

Statement Not upheld Charging 21-Sep-2026

Summary: Mr X complains on behalf of his late mother, Mrs Y, the Council failed to give him information about the 12-week disregard and deferred payment plans. Mr X says this resulted in unnecessary work and stress. He says personal items had to be sold quickly meaning a loss of value to fund the care home. We have not found fault in the Council’s actions.

London Borough of Redbridge (25 012 901)

Statement Upheld Charging 21-Sep-2026

Summary: The Council was not at fault for how it charged Mr X for the care fees for the care of his late mother, Mrs X. The Council was at fault for the delay in responding to Mr X’s complaint. It was also at fault for not retaining a copy of the contract between Mrs X and the Care Home.

Cornwall Council (25 025 636)

Statement Closed after initial enquiries Charging 21-Sep-2026

Summary: We will not investigate this complaint about the Council’s decision it will not repay care costs paid by Ms X in 2022. This is because the complaint is late and there are no good reasons to investigate now.

Hertfordshire County Council (25 025 799)

Statement Upheld Charging 21-Sep-2026

Summary: We will not investigate this complaint about care and costs information provided by the Council for Ms X’s care. This is because the Council has upheld the complaint and offered a proportionate remedy during its own complaints process.

London Borough of Sutton (25 019 114)

Statement Upheld Charging 20-Sep-2026

Summary: The Council did not properly apply its guidance when it originally considered Mr Z's fuel costs as Disability Related Expenditure (DRE). We have not found fault in the Council's consideration of the other disputed DRE items. The Council has agreed to apologise for the frustration caused by the fault.

Cheshire East Council (25 027 482)

Statement Closed after initial enquiries Charging 20-Sep-2026

Summary: We will not investigate this complaint about a debt owed for care fees to Ms X’s organisation by a former resident who was waiting for the Council to complete a financial assessment. The Court of Protection is considering a best interests decision and the resident’s family will then pay the care fees owed. There is no worthwhile outcome achievable by our investigation.