Hampshire County Council (25 008 975)

Statement Upheld Charging 10-Feb-2026

Summary: Mr X complained about repeated failures of Hampshire County Council and NHS Hampshire and Isle of Wight Integrated Care Board to work together. He complained this caused: a prolonged delay in discharging his wife from hospital; and, his wife to be left without funding for necessary night-time care. We found fault with the Council and the ICB for failing to manage a funding dispute adequately. This caused an avoidable delay in Mrs X’s discharge from hospital which, in turn, caused avoidable stress and frustration. We have not found fault in the way each organisation considered Mrs X’s night‑time needs against relevant eligibility criteria. The Council and the ICB have agreed to take actions to address the injustice their fault caused.

Essex County Council (25 013 677)

Statement Upheld Charging 09-Feb-2026

Summary: We will not investigate this complaint about the way the Council completed a financial assessment. The Council remedied the injustice caused when it investigated Miss B’s complaint.

Priory CC130 Limited aka Care Concern Limited (24 023 260)

Statement Upheld Charging 06-Feb-2026

Summary: Mrs Y complains the Care Provider did not deduct Funded Nursing Care (FNC) contribution payments from her father’s care home fees. During our investigation, we established the Care Provider had not received these payments. We found the Care Provider at fault for ambiguity in its contract about FNC payments and for Mrs Y’s time and trouble to get clarity on the payment situation with this investigation, causing frustration. The Care Provider has agreed to apologise, pay a symbolic payment to Mrs Y and arrange a meeting to make a decision about her father’s care and fees going forward. It has also agreed to review and update its contract about how it treats FNC payments.

Durham County Council (25 005 117)

Statement Upheld Charging 06-Feb-2026

Summary: Mrs B complains about invoices relating to adult social care support. Mrs B says the Council sent her an invoice late in 2023 and that there were multiple and repeated errors in the invoices from 2024. We have found fault in relation to the late invoice but there were no errors in the later invoices. The Council has agreed to apologise and to carry out a service improvement.

Bath and North East Somerset Council (25 005 654)

Statement Upheld Charging 06-Feb-2026

Summary: Miss X complained the Council has wrongly assessed that she has to pay a significant charge for her care which she cannot afford. She complained the Council is also seeking to recover backdated charges. Miss X says this has led her to cancel the care provider so she is now without any care. In addition Miss X complained the Council failed to ensure care provided by the care provider was adequate or appropriate. We found the errors in the Council’s financial assessment are fault. The failings in the care and support provided by Company Z is also fault. The Council has apologised and made an appropriate offer to remedy the injustice caused.

North Lincolnshire Council (25 000 609)

Statement Not upheld Charging 05-Feb-2026

Summary: Mrs X complained the Council refused to fund Mr Y’s care because he chose to move into a care home with his wife rather than staying on the planned rehabilitation pathway after fracturing his hip. This caused distress and impacted Mr Y financially. There was no fault in the Council’s decision not to fund Mr Y’s care when he chose not to stay on the rehabilitation pathway.

Pepperhall Limited (25 006 230)

Statement Not upheld Charging 05-Feb-2026

Summary: Mrs X complained that Valley Court Care Home wrongly charged for 1:1 care for Mr X. She complains that although they were told Mr X required 1:1 care, the Care Home did not tell them Mr X would be responsible for the cost of this additional care. We found the Care Home’s failure to clearly set out the arrangements for the 1:1 care in writing before the care commenced was fault. However, we do not consider this fault caused Mrs X or Ms Y an injustice.

Sandwell Metropolitan Borough Council (25 012 370)

Statement Closed after initial enquiries Charging 05-Feb-2026

Summary: We will not investigate this complaint about charging for adult social care. This is because there is not enough evidence of fault in the way the Council completed the financial assessment and decided how much Mr C must pay. The Council followed the relevant law, guidance and policy to make its decision.

London Borough of Havering (25 012 711)

Statement Upheld Charging 04-Feb-2026

Summary: We will not investigate this complaint about the way the Council explained care costs and associated fees to the complainant. We cannot add to the previous investigation completed by the Council.

Kingston Upon Hull City Council (24 012 182)

Statement Upheld Charging 04-Feb-2026

Summary: Ms Y complained about how the Council dealt with her mother’s, Mrs X, care charges and about her complaints with the standard of care provided to Mrs X. There were some faults by the Council which caused injustice to Mrs X and Ms Y. The Council will take action to remedy the injustice caused.