Staffordshire County Council (24 023 396)

Statement Closed after initial enquiries Charging 17-Mar-2026

Summary: We will not investigate Mr X’s complaint about the Council’s financial assessment after his mother went into a care home. This is because his complaint is late and we have seen no good reason why he could not have complained to us sooner.

Southampton City Council (25 007 151)

Statement Upheld Charging 17-Mar-2026

Summary: Mr X complained the Council failed to tell the family of the potential costs associated with his father’s, Mr Y’s, care. He also complained the Council failed to progress Mr Y’s case towards permanent care and it delayed providing information to progress the financial assessment. We find the Council was at fault for its communication with Mr Y’s family about the information required to progress the financial assessment. This caused frustration. The Council has agreed to apologise for the injustice caused.

Bournemouth, Christchurch and Poole Council (25 012 535)

Statement Closed after initial enquiries Charging 13-Mar-2026

Summary: We will not investigate Mr X’s complaint about a dispute with the Council over care costs. There is not enough evidence of fault to justify investigating.

Essex County Council (25 019 000)

Statement Closed after initial enquiries Charging 12-Mar-2026

Summary: We will not investigate this complaint about Mrs X’s late grandmothers care bill. This is because further investigation is unlikely to find evidence of fault by the Council.

Executive Carers Limited (25 006 151)

Statement Upheld Charging 12-Mar-2026

Summary: We uphold Mrs X’s complaint about the Care Provider’s actions when Mrs Y’s needs changed, requiring a second care worker to attend care calls. The Care Provider failed to update Mrs Y’s assessments and care plans when she came out of hospital. It failed to inform her attorney in writing in advance of a significant increase in the cost of Mrs Y’s care. This was not in line with regulations or guidance. The contract wrongly signposted the attorneys to the Care Quality Commission for complaint handling and the complaint response also did not signpost us. The Care Provider will apologise and make changes to the Care Provider’s contract and complaint procedures.

Creative Support Limited (25 014 553)

Statement Closed after initial enquiries Charging 10-Mar-2026

Summary: We will not investigate Miss X’s complaint about the way the Care Provider handled her late sister’s account. This is because there is not enough evidence of fault to justify investigating.

Plymouth City Council (25 016 806)

Statement Upheld Charging 10-Mar-2026

Summary: Mr X complains about delays by Plymouth City Council, Livewell Southwest and NHS Devon Integrated Care Board in relation to his request for backdated care payments. We have upheld Mr X’s complaint because the organisations have agreed to take appropriate actions to resolve matters.

S6 Care Ltd (25 029 688)

Statement Upheld Charging 10-Mar-2026

Summary: Mrs X complains about the lack of support getting a Continuing Healthcare Checklist completed for her sister after she left hospital. Although there are indications of fault by the organisations complained about, they have already accepted and remedied this. It is unlikely investigation by the Ombudsmen would achieve more.

North Yorkshire Council (25 007 771)

Statement Upheld Charging 09-Mar-2026

Summary: Mrs X complained on behalf of her late uncle, Mr Y, that the Council gave incorrect information about the cost of care at home after discharge from hospital. We have found the Council at fault for failing to communicate effectively about the care charges. The Council agreed to waive some charges, to make a symbolic payment to Mrs X in recognition of the avoidable distress and uncertainty. It will also remind staff of the importance of providing clear and transparent information about care arrangements and charging.

East Riding of Yorkshire Council (25 014 403)

Statement Closed after initial enquiries Charging 09-Mar-2026

Summary: We will not investigate Mr X’s complaint about backdated care contributions. There is insufficient evidence of fault to justify investigating.