Salford City Council (24 021 296)

Statement Upheld Charging 08-Dec-2025

Summary: The Council was at fault for failing to tell Ms M and her family about the charges for her short-term respite care and failing to carry out a financial assessment. The Council has already apologised and offered to waive the charges. This remedies the injustice.

Medway Council (25 008 557)

Statement Upheld Charging 08-Dec-2025

Summary: We will not investigate this complaint about the way the Council followed its charging for non-residential care policy to determine how much Mr G should pay towards his care costs. Any injustice is not significant to justify our involvement.

West Sussex County Council (25 009 674)

Statement Closed after initial enquiries Charging 04-Dec-2025

Summary: We will not investigate Mr X’s complaint about the Council’s calculation of his brother’s contributions towards the cost of his care. The complaint lies outside our jurisdiction because it is late and there are no good grounds to exercise discretion to consider it now.

Birmingham City Council (24 021 047)

Statement Upheld Charging 03-Dec-2025

Summary: Mr X complained about how the Council handled his mother’s, Ms Y, residential placements’ care fees and its poor communication with him. There were some faults with how the Council dealt with Ms Y’s residential care fees, its poor communication with Mr X and delays with its complaint handling. This caused injustice to Mr X and Ms Y. The Council will take action to remedy the injustice caused.

Cheshire East Council (25 004 853)

Statement Upheld Charging 03-Dec-2025

Summary: Mr Y complained the Council delayed removing a Land Registry restriction from his late mother’s property after he had paid outstanding care debt in October 2024. He said the delay now means he is liable for new stamp duty charges on the property which came into effect in April 2025. The Council was at fault for delaying the removal of the restriction on the property causing uncertainty and frustration to Mr Y, the Council has agreed to apologise.

Avery Homes Kirkstall Limited (24 015 212)

Statement Upheld Charging 03-Dec-2025

Summary: There was an error in the contract presented to Mr X which caused him to believe he would receive a refund of Funded Nursing Care (FNC) payments once paid by the NHS. The care provider has reviewed its staff training and agrees to reimburse the payments to Mr X.

Royal Borough of Windsor and Maidenhead Council (25 016 516)

Statement Closed after initial enquiries Charging 03-Dec-2025

Summary: We will not investigate this complaint about the Council’s management of Ms X and Ms Y’s care costs. This is because an investigation would be unlikely to find fault with the Council’s actions.

Surrey County Council (25 008 967)

Statement Closed after initial enquiries Charging 27-Nov-2025

Summary: We will not investigate this complaint about an invoice the Council sent to the complainant to reclaim an overpayment of direct payments. The complaint is late and there are no good reasons to investigate now.

Swindon Borough Council (24 014 388)

Statement Upheld Charging 26-Nov-2025

Summary: Mrs X complained about the Council’s handling of her late mother’s care. We found fault because the Council was too slow to begin assessment and planning processes, too slow to share care cost information and did not always follow up on actions or effectively communicate with Mrs X. This caused her avoidable distress, frustration and uncertainty. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment to her.

Blackpool Borough Council (25 005 336)

Statement Upheld Charging 26-Nov-2025

Summary: We will not investigate Mrs X’s complaint, brought by Mr Y, about the Council incorrectly sending her a letter about care fees for her late parents, and the Council’s data management. Investigation would not achieve a different outcome. We cannot achieve the data management outcome Mr Y seeks. There is no good reason for us to investigate the Council’s use of data as the Information Commissioner’s Office is the body better placed to consider this.