Privacy settings

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

London Borough of Ealing (19 017 276)

Category : Adult care services > Domiciliary care

Decision : Upheld

Decision date : 12 Aug 2021

Summary: Ms X complained about the care provided to her mother, Mrs M by a domiciliary care agency acting on behalf of the Council and the subsequent safeguarding investigation carried out by the Council.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice identified, the Council has agreed to:

  • apologise to Ms X for the faults we have identified in this investigation; and
  • pay her £1,000 to acknowledge the unnecessary and enduring distress, uncertainty, frustration and time and trouble the faults we have identified caused her.
  • provide feedback to the Care Agency on the outcome of this investigation;
  • consider its continuing working relationship with the Care Agency and determine what checks need to be in place, together with Care Agency staff training, to ensure confidence that the Agency is meeting the fundamental standards of care;
  • ensure relevant staff at the Council are aware that care plans for people with pressure sores include details of the care required to manage them; and
  • ensure relevant staff at the Council are aware of the procedures and timescales for carrying out safeguarding investigations and consider where further training is required.

Ombudsman satisfied with Council's response: 10 February 2022.

Print this page