Haven Care Solutions Limited (24 012 911)

Statement Not upheld Domiciliary care 16-Sep-2025

Summary: Ms A complains the care provider failed to act promptly when her mother Mrs X fell in the bath. We do not find fault with the actions of the care provider. This was an unwitnessed fall and the safeguarding alert was not pursued by the Council.

Leicestershire County Council (25 001 362)

Statement Upheld Domiciliary care 15-Sep-2025

Summary: We will not investigate this complaint about adult social care provided at home, and specifically about the mismanagement of medication. It is unlikely we would add to the Council’s investigation or reach a different outcome. There is not enough outstanding injustice to justify our involvement; the Council apologised to recognise the impact of failings in service. We are satisfied with the actions the Council took.

London Borough of Barking & Dagenham (24 014 676)

Statement Upheld Domiciliary care 11-Sep-2025

Summary: Ms C complained about the Council’s failure to properly assess her needs, its communications with her and its failure to fully respond to her complaint. She also said the care agency did not meet her needs and she complained about the care worker’s communications with her. We found fault in the Council’s failure to respond to the complaint and the care agency’s actions when Ms C had a fall. The Council has agreed to apologise, to pay a financial remedy and to implement a service improvement.

Kirklees Metropolitan Borough Council (24 008 198)

Statement Upheld Domiciliary care 07-Sep-2025

Summary: Miss X complained about how the Council has supported her care and support needs since March 2024. We find no fault in the care agencies arranged by the Council or in the timeliness of the information provided to Miss X. However, we do find fault in the delay in completing her care and support assessment. This delay caused Miss X avoidable distress and uncertainty. The Council has agreed to apologise to Miss X and complete the outstanding assessment.

Hertfordshire County Council (25 002 767)

Statement Upheld Domiciliary care 02-Sep-2025

Summary: We will not investigate this complaint about the Care Provider’s actions when Mr Y declined care. The Care Provider has already taken suitable action to remedy the injustice caused, and we could not achieve anything more meaningful.

Alpenbest Limited (25 005 598)

Statement Closed after initial enquiries Domiciliary care 02-Sep-2025

Summary: We will not investigate this complaint about a carer allegedly urinating on Mr X’s relative’s grass and the Care Provider refusing to provide compensation. The small claims court is best placed to consider the claim for the cost of replacement grass.

Telford & Wrekin Council (25 002 971)

Statement Closed after initial enquiries Domiciliary care 28-Aug-2025

Summary: We will not investigate this complaint alleging poor service from a care provider. This is because there is insufficient evidence of fault causing a significant injustice.

Essex County Council (24 018 068)

Statement Upheld Domiciliary care 27-Aug-2025

Summary: Mr B complained about how a Care Provider, Brooks Care and Nursing Services Ltd (commissioned by the Council) administered medication to his wife. We upheld the complaint, finding the Care Provider at fault for not giving medicine correctly, not sharing records with Mr B, poor customer service and not being candid with Mr B or the Council about its failings. We also found the Council at fault for carrying out an inadequate adult safeguarding investigation. These faults caused injustice as distress to Mr B and caused potential risk to his wife. The Council has accepted these findings and agreed a series of actions to remedy their injustice and improve its service to help prevent a repeat.

Staffordshire County Council (25 000 325)

Statement Closed after initial enquiries Domiciliary care 27-Aug-2025

Summary: We will not investigate this complaint about adult social care provided at home. The claimed injustice is not significant enough to justify our involvement. The issues are not ongoing as the Council changed the care provider.

Lincolnshire County Council (25 002 418)

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

Summary: We will not investigate this complaint about the care provided to Ms Z up to the end of 2022. The complaint is late and I can see no good reason to exercise my discretion and investigate now.