Gateshead Metropolitan Borough Council (24 022 319)

Statement Upheld Domiciliary care 13-Jul-2026

Summary: Miss X complained about how the Council supported her as her son’s carer and how the Council and a care provider dealt with safeguarding matters. We found there was no fault in the way safeguarding matters were handled. However, we found delay in assessing Miss X’s needs as a carer, mishandling of her complaint and a need for improved record keeping by a care provider. We recommended an apology and actions to put things right.

Liverpool City Council (25 013 759)

Statement Upheld Domiciliary care 12-Jul-2026

Summary: Mrs X complained about the care provided to her father – Mr Y. She says that many of the care visits were shorter than the required time of 30 minutes. The failure to complete this meant that Mr Y missed the required care he needed and often Mrs X had to complete these tasks instead. We found the Council at fault. There were instances where some care visits did not go ahead, and others where the visits were short. In consideration of this we found the Council should apologise and make payment to Mrs X to recognise the injustice caused.

Durham County Council (26 001 497)

Statement Closed after initial enquiries Domiciliary care 09-Jul-2026

Summary: We will not investigate this complaint about the adult social care support Mr Y received at home. This is because we could not add to the Council’s response.

Kent County Council (26 002 256)

Statement Closed after initial enquiries Domiciliary care 08-Jul-2026

Summary: We will not investigate this complaint about care provision. This is because further investigation would not lead to a different outcome.

Dale Care Ltd (25 028 401)

Statement Closed after initial enquiries Domiciliary care 07-Jul-2026

Summary: We will not investigate Mr X’s complaint about how the Care Provider managed his direct debit payment for his care fees. This is because there is insufficient evidence of fault by the Care Provider and the injustice is not significant enough to warrant an investigation.

Jardine Care Limited (25 012 124)

Statement Upheld Domiciliary care 28-Jun-2026

Summary: We have found fault in the care agency’s actions. There was a lack of transparency and information when the care agency recommended an increase in Miss E’s care plan and there was fault in the care agency’s management of Miss E’s finances. This created uncertainty in how the decisions were made and how Miss E’s money was spent. The Agency has agreed to apologise, pay a financial remedy and carry out service improvements.

Savannah Care Limited (24 022 565)

Statement Not upheld Domiciliary care 24-Jun-2026

Summary: Mrs X complains the care provider failed to communicate with her or acknowledge complaints. Mrs X says this caused her distress. We will discontinue the investigation. The care provider has not responded to any of our attempts to contact it. We have exhausted our powers to obtain information to enable us to progress the investigation.

West Northamptonshire Council (25 022 805)

Statement Closed after initial enquiries Domiciliary care 17-Jun-2026

Summary: We will not investigate this complaint about the actions of Council staff caring for the complainant’s relative. This is because we have no remit to consider matters subject to police investigation and ongoing court proceedings.

Midshires Care Limited (25 023 142)

Statement Closed after initial enquiries Domiciliary care 17-Jun-2026

Summary: We will not investigate Ms X’s complaint about the Care Provider breaching confidentiality and its care workers not wearing uniform. This is because the injustice is not significant enough, there is another body better placed, we could not add to the previous investigation and we cannot achieve the outcome Ms X wants.

Nightingale Homecare East Sussex Limited (25 021 354)

Statement Closed after initial enquiries Domiciliary care 16-Jun-2026

Summary: We will not investigate this complaint about the quality of domiciliary care. Investigation by us is not likely to lead to a different outcome and we cannot achieve the outcome Ms X seeks.