Cornwall Council (25 020 865)

Statement Closed after initial enquiries Charging 19-May-2026

Summary: We will not investigate this complaint about care fees as we cannot achieve the outcome Mrs X seeks which is for the fees to be written off. We will not investigate how the Council dealt with Mrs X’s complaint separately as in isolation I do not consider any injustice arising from this is sufficient to justify our further involvement.

Leicester City Council (25 023 435)

Statement Closed after initial enquiries Charging 19-May-2026

Summary: We will not investigate this complaint about the way the Council dealt with Ms B’s direct payments. There is not enough evidence of fault to justify investigating.

Cambridgeshire County Council (25 023 516)

Statement Closed after initial enquiries Charging 19-May-2026

Summary: We will not investigate Mrs X’s complaint about the care provided to her husband, Mr X, by Cambridgeshire County Council and Cambridge University Hospitals NHS Foundation Trust. This is because we consider it unlikely an investigation would find fault with the care these organisations provided to Mr X.

London Borough of Lambeth (25 000 273)

Statement Closed after initial enquiries Charging 18-May-2026

Summary: We will not investigate this complaint about the way the Council completed a financial assessment to calculate how much Miss B should pay towards her care costs. There is not enough evidence of fault to justify investigating.

Staffordshire County Council (25 008 115)

Statement Upheld Charging 14-May-2026

Summary: Miss Y complained on behalf of Mr X that the care provider incorrectly billed the Council for three years for Mr X’s care, which caused a backdated outstanding balance. We find the Council at fault for poor oversight and management of its commissioned care provider. This caused significant distress and worry for the family. The Council will apologise and arranges a reasonable and affordable payment plan.

Cheshire East Council (25 021 155)

Statement Closed after initial enquiries Charging 14-May-2026

Summary: We will not investigate Mrs Y’s complaint about the Council’s decision that Mrs X deprived herself of assets to reduce care costs, because further investigation is unlikely to find evidence of fault in how the Council made its decision.

Devon County Council (25 007 524)

Statement Upheld Charging 11-May-2026

Summary: Mrs X complained on behalf of her mother, Mrs Y, about delays in the Council’s financial assessment of her residential care charges. Mrs X also complained the Council did not respond to her emails and did not keep her informed about how it assessed Mrs Y’s capital. Mrs X says the Council’s actions caused significant avoidable distress and uncertainty. We found fault by the Council. The Council has agreed to provide an apology and a financial remedy and arrange an appointment to discuss payment of the care charges.

Gloucestershire County Council (25 012 781)

Statement Upheld Charging 10-May-2026

Summary: There has been fault by the Council. It did not clearly communicate, in writing, the financial contribution that Mr D should make when his property value was disregarded for the first 12 weeks he was in residential care. An apology and review of procedures remedies the injustice, as the charges made by the Council were correct.

London Borough of Redbridge (25 018 382)

Statement Upheld Charging 10-May-2026

Summary: Mr X complained the Council delayed in dealing with his enquiry about a deferred payment agreement, causing significant distress. We have upheld this complaint because the Council has agreed to resolve the complaint early by providing a proportionate remedy to Mr X in recognition of the injustice caused.

Cherry Lodge Rest Home Ltd (25 020 062)

Statement Closed after initial enquiries Charging 10-May-2026

Summary: We will not investigate this complaint about the Care Home’s refusal to refund fees. This is because there is no worthwhile outcome achievable if we were to investigate.