Gloucestershire County Council (25 001 580)

Statement Closed after initial enquiries Charging 30-Sep-2025

Summary: We will not investigate Ms X complaint about charging for adult social care because there is insufficient evidence of fault to justify our involvement.

London Borough of Ealing (25 003 295)

Statement Upheld Charging 30-Sep-2025

Summary: We have upheld Ms X’s complaint about the Council’s delay in assessing her mother, Mrs Y’s, contribution towards her care costs. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

Aethel Care Homes Ltd (24 014 381)

Statement Not upheld Charging 29-Sep-2025

Summary: Mrs Z, on behalf of her grandmother’s estate, complained a care provider failed to refund care charges and deposit after she died. The care home has closed and a winding up petition has been issued against the care provider. Administrators are now dealing with all outstanding liabilities and so we will discontinue our investigation as no worthwhile outcome can be achieved.

Gloucestershire County Council (24 019 097)

Statement Upheld Charging 29-Sep-2025

Summary: Mrs B complained that the Council failed to properly communicate with her about her mother’s care home fees, delayed issuing an invoice and unreasonably reported her to the Office of the Public Guardian. We find no fault in the way the Council told Mrs B about the amount she would need to pay, or its decision to report its concerns to the Office of the Public Guardian. But it delayed issuing an invoice, which caused Mrs B unnecessary distress. The Council has agreed to apologise to Mrs B and make service improvements.

London Borough of Redbridge (24 019 152)

Statement Upheld Charging 29-Sep-2025

Summary: There was fault by the Council because it failed to carry out a review of Mr X’s care needs in good time. This caused uncertainty that the Council fully understood his changing needs. The Council has a new policy to deal with people who are awaiting care need reviews, but it should also apologise to Mr X and his daughter who acts on his behalf, and make a symbolic payment to them both. There was no fault in how the Council handled the care charges. I have not investigated the other complaints brought on his behalf because these were not made to us on time.

Cheshire East Council (24 017 816)

Statement Upheld Charging 28-Sep-2025

Summary: Mr X complained the Council incorrectly assessed his mother’s disability related expenditure when reviewing her financial assessment linked to care costs. We found fault because the Council applied a blanket approach to the disability related costs it would write off which it should not have done. To remedy the injustice caused, the Council has agreed to apologise to Mr X and his mother, review her financial assessment, update its charging policy and guidance and share this with relevant staff.

City of York Council (24 018 099)

Statement Upheld Charging 28-Sep-2025

Summary: There is no evidence that fault on the part of the Council caused the injustice which Ms X claims. Although delays in passing on information about her father’s death delayed the updating of a financial assessment, and the Council should recognise the distress that caused, it was not the fault of the Council that Mrs A, who was in a residential and not a nursing placement at the care home, was not referred to the NHS for a Continuing Health Care assessment.

Durham County Council (24 021 099)

Statement Upheld Charging 25-Sep-2025

Summary: Ms X complained the Council did not explain the fees and charges for her father’s (Mr F’s) care when he moved into supported accommodation. She said the Council did not charge him properly or communicated with him or Ms X for the last three years and has now issued a large invoice for his care.

Nottinghamshire County Council (25 004 555)

Statement Closed after initial enquiries Charging 24-Sep-2025

Summary: We will not investigate this complaint about the Council’s decision to include notional capital in Mrs Y’s financial assessment for care. There is insufficient evidence of fault in how the Council came to its decision.

Leeds City Council (25 004 593)

Statement Closed after initial enquiries Charging 24-Sep-2025

Summary: We will not investigate this complaint about adult social care fees for a care home placement, including top-up fees. It is unlikely the Ombudsman would find evidence of fault. The Council has given a thorough explanation which we cannot add to. It is unlikely an Ombudsman investigation would achieve a different outcome.