London Borough of Croydon (24 012 215)

Statement Closed after initial enquiries Domiciliary care 11-Mar-2025

Summary: Mr A complained about the way his aunt, Mrs B, was cared for after she left hospital. The organisations wanted her to go into a nursing home and made it difficult for her to return home. There were problems with communication and equipment delivery. We will not investigate this complaint because the Trust accepted it made mistakes and apologised to Mr A and has improved its service. We consider this to be a suitable remedy.

Agincare UK Limited (24 006 212)

Statement Upheld Domiciliary care 10-Mar-2025

Summary: We upheld Mr X’s complaint. Complaint handling was not in line with our expectations, record-keeping was poor and staff conduct in a meeting unprofessional. This caused avoidable distress. The Care Provider has accepted our recommendations for a further apology, a symbolic payment and actions for it to take to improve its service and minimise the chance of recurrence.

London Borough of Lambeth (24 014 664)

Statement Closed after initial enquiries Domiciliary care 10-Mar-2025

Summary: We will not investigate this complaint about the quality of domiciliary care as we cannot add to the Council’s investigation.

Norfolk County Council (24 004 051)

Statement Upheld Domiciliary care 10-Mar-2025

Summary: Mrs X complains about the care provided to her late mother by the Council commissioned care provider, Guild healthcare Ltd. We find the Council was at fault. This caused significant distress to Mrs X. The Council has agreed to make several recommendations to address the injustice caused by fault.

Walter Manny Limited (24 010 322)

Statement Upheld Domiciliary care 07-Mar-2025

Summary: The Care Provider adequately investigated Mrs X’s complaint about the quality of care provided by a live-in-carer to her husband, before the complaint came to this office. A suitable remedy was provided. There is no more this office could add to this.

Bespoke Care Services East Dorset Ltd (24 015 195)

Statement Closed after initial enquiries Domiciliary care 03-Mar-2025

Summary: We will not investigate this complaint about adult social care provided at home. The Care Provider failed to include the complainant in a care review of her relative, and there have been communication failures. There is no evidence this caused injustice to the person using the service, and the Care Provider has apologised to the complainant. It is unlikely we could add anything further.

London Borough of Lewisham (24 010 072)

Statement Upheld Domiciliary care 26-Feb-2025

Summary: Miss B complained the Council did not respond when she asked it to change how she received care and support, so she could receive a direct payment to employ a personal assistant. We upheld her complaint, finding the Council failed to undertake a timely review of Miss B’s care and support plan despite having several opportunities to do so. We also found when Miss B complained, the Council wrongly said she was not co-operative with her care. These faults resulted in Miss B not receiving care better suited to meet her needs and caused unnecessary distress. The Council has accepted these findings. To remedy Miss B’s injustice, it has agreed to apologise, provide her with a symbolic payment and an updated care and support plan. It will also carry out a learning exercise to understand why it did not carry out the care and support review sooner.

London Borough of Haringey (24 008 874)

Statement Upheld Domiciliary care 25-Feb-2025

Summary: Mrs Z complained about the Council’s failure to ensure Mr X had somebody to take decisions about his welfare and finances. We found fault with the Council for delaying a Mental Capacity assessment for the complainant (Mr X) and for not acting to appoint a person who could take decisions about Mr X’s welfare and finances. The Council’s failings caused injustice to Mr X. The Council agreed to apologise to Mr X, to apply for the appointment of a deputy and to carry out some service improvements.

London Borough of Islington (24 006 441)

Statement Upheld Domiciliary care 24-Feb-2025

Summary: Mrs X complains the Council and its care provider, MiHomecare Islington, failed to provide her late father with the support he needed. The Council accepts it failed to review her father’s needs for two and a half years. It also accepts MiHomecare was not cleaning the bathroom to the expected standard. MiHomecare’s care plan did not reflect all the needs the Council had identified. This put Mrs X’s father at risk of harm. The Council needs to apologise to Mrs X and provide evidence it and MiHomecare have improved their working practices.

Isle of Wight Council (24 015 179)

Statement Closed after initial enquiries Domiciliary care 18-Feb-2025

Summary: We will not investigate Mr X’s complaint about a care provider’s unilateral decision to change the home care provider without any consultation with him. This is because the tests set out in our Assessment Code are not met. The Council has investigated and provided remedies for the care provider’s actions. This is satisfactory and we are unlikely to add anything by investigating.