Statement Not upheld COVID-19 14-Jun-2021
Summary: Mr X complains the Council failed to meet his son's needs following the end of the first COVID-19 lockdown in England. The Council could not meet the son's needs in the way it did before the lockdown because of COVID-19, not because of fault by the Council. There was also no fault by the Council over its decision to stop taking cash payments for transport.
Statement Upheld COVID-19 09-Jun-2021
Summary: Ms X complains the Council failed to meet her sister's needs after she went to live with her mother in November 2019, until she moved to another care home in August 2020. There is little evidence of fault by the Council. However, it needs to bring its policies on direct payments into line with the Care Act 2014 and the Care and Support Statutory Guidance.
Statement Not upheld COVID-19 08-Jun-2021
Summary: Mrs X complained about the care provided to her mother, Mrs M, on behalf of the Council, which she said caused her mother to catch COVID-19, leading to her death. The Council was not at fault.
Statement Upheld COVID-19 07-Jun-2021
Summary: Miss X complained the Care Provider handled her mother, Mrs Z, roughly during a visit. Miss X also complained the Care Provider banned her and her family from visiting and then gave Mrs Z notice to leave the Care Home without proper reasons. We cannot come to a conclusion on whether Mrs Z was handled roughly. The Care Provider was not at fault for how it decided to ban Miss X. It was at fault for banning the rest of the family and for giving Mrs Z notice. It has agreed to apologise to Miss X and make sure it has a process in place for dealing with difficult relationships.
Statement Upheld COVID-19 28-May-2021
Summary: Mrs D complains about the Care Provider's actions during the COVID-19 lockdown while her father was resident at Windsor House Care Home. We have found that some of the Care Provider's actions caused injustice to Mrs D. It has agreed to apologise.
Statement Upheld COVID-19 25-May-2021
Summary: Mrs X and Mrs Y complain about the care their mother (Mrs Z) received at Care UK's Britten Court in the weeks leading to her death in April 2020 and the failure to arrange suitable contact with her during lockdown. There are gaps in Mrs Z's records and Care UK was not as open with Mrs X when responding to her complaint. This has caused avoidable distress for which it needs to apologise.
Statement Upheld COVID-19 25-May-2021
Summary: Mr X complains the Council failed to deal properly with him when he became homeless and failed to meet his eligible care needs. The Council has apologised for the lack of communication from its Housing Team. However, it has not addressed the failure to deal properly with Mr X's care needs, including a failure to meet them for several days. It needs to apologise, pay financial redress and improve its working practices.
Statement Upheld COVID-19 21-May-2021
Summary: Mrs F complains about council-commissioned homecare during the first COVID-19 lockdown. We have found fault which caused Mrs F distress and to miss out on care. The Council has agreed to apologise to Mrs F and make her a payment to remedy this.
Statement Not upheld COVID-19 20-May-2021
Summary: The Ombudsman cannot investigate Ms X's complaint that the Council delayed in carrying out adaptations to a Council owned property. This is because we have no power to investigate a council when it is acting as a landlord.
Statement Upheld COVID-19 27-Apr-2021
Summary: Miss D complains the Council did not provide support whilst her sister was living with her rather than in a care home during the COVID-19 pandemic. We have found fault in complaint handling which caused time and trouble to Miss D. The Council has agreed to apologise to Miss D.