Westmorland and Furness Council (24 007 797)

Statement Upheld Domiciliary care 12-May-2025

Summary: Mr X complained that the Council made hasty arrangements for his mother’s care and failed to manage the commissioned service properly. There is evidence the Council’s commissioned service did not always provide the care for which it was contracted. The Council, which accepts some delays in the complaints process, has also offered Mr X £500 and now agrees to go further to recognise the injustice caused by a poor service.

London Borough of Hillingdon (24 019 897)

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

Summary: We will not investigate Miss X’s complaint about her relative's care. This is because the complaint is late and there are no good reasons to exercise our discretion and investigate.

Manchester City Council (24 021 022)

Statement Closed after initial enquiries Domiciliary care 07-May-2025

Summary: We will not investigate a Council-commissioned care provider’s response to Ms X’s complaint about poor care. This is because it is unlikely we could add to the investigation and responses the care provider has already provided.

North East Lincolnshire Council (24 015 590)

Statement Upheld Domiciliary care 27-Apr-2025

Summary: We will not investigate this complaint about the quality of domiciliary care. The Council has refunded the cost of Mrs Y’s care and apologised to her daughter, Mrs X. Further investigation by us is unlikely to achieve anything more meaningful.

Somerset Council (24 019 091)

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

Summary: We will not investigate Mr X’s complaint, about the Council withdrawing funding for care Mr Y without notice. This is because any injustice is not significant enough to justify our involvement.

Coventry City Council (24 006 911)

Statement Not upheld Domiciliary care 13-Apr-2025

Summary: Mr X complained about the care provided to his wife by a care provider arranged by the Council. Mr X also complained the Council did not appropriately consider his concerns. He says the Council’s actions caused avoidable distress and worry and resulted in him having to complete his wife’s care. We found no fault by the Council.

Middlesbrough Borough Council (24 018 909)

Statement Closed after initial enquiries Domiciliary care 08-Apr-2025

Summary: We will not investigate this complaint alleging carers failed to administer eye drops correctly that may have caused Mr Y’s partial sight loss. This is because an investigation is unlikely to achieve a worthwhile outcome.

London Borough of Croydon (24 007 428)

Statement Upheld Domiciliary care 30-Mar-2025

Summary: Mr X complains about repeated failures by the Council’s care providers (Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon, Supreme Care Services Ltd and Abletrust Care) to support his grandmother, Mrs Y, between June 2023 and February 2024. There was fault in the care provided by Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon and Supreme Care Services Ltd which either caused harm to Mrs Y or put her at risk of harm. The Council also failed to involve Mrs Y in reviews of her needs. The Council needs to apologise to Mrs Y and make a symbolic payment to her for the distress caused. It also needs to take action to improve working practices.

Shropshire Council (24 006 354)

Statement Upheld Domiciliary care 27-Mar-2025

Summary: There were failings in the domiciliary care provided to Mrs Y, which the care agency acknowledged and dealt with before the complaint came to this office. However, it failed to communicate its actions to Mrs X and failed to apologise for the actions of its carers. We have made a recommendation to address this.

Midshires Care Limited (23 019 829)

Statement Upheld Domiciliary care 25-Mar-2025

Summary: Mr X and Mr Y complained on behalf of Mrs Y about the actions of Midshires Care Limited when providing live in carers for Mrs Y. We found the Care Provider did not tell Mr X and Mr Y certain information about carers, made an unannounced visit to their home, did not communicate properly about care arrangements for Mrs Y after a live in carer placement ended and continued to ask them for payment despite saying a hold was on their account. To remedy the injustice caused the Care Provider agreed to apologise, make a payment for the distress caused and carry out a service improvement.