Stockport Metropolitan Borough Council (25 004 747)

Statement Not upheld Domiciliary care 13-Apr-2026

Summary: There is insufficient evidence that fault has caused injustice to Mr X. The falls protocol has been enacted when appropriate. There were some concerns about hospital transport but the care provider has worked to resolve those. The Council and care provider have provided evidence that staff are appropriately trained.

Kent County Council (25 005 293)

Statement Closed after initial enquiries Domiciliary care 12-Apr-2026

Summary: We will not investigate Mrs Y’s complaint about the Council’s actions in relation to the care and support of her son. This is because the law does not allow us to investigate matters that were considered as part of court proceedings. We will not investigate the remaining matters for the reasons explained in this statement.

Westminster City Council (25 013 840)

Statement Upheld Domiciliary care 12-Apr-2026

Summary: The investigation into this complaint will be discontinued. A care provider, acting on behalf of the Council, acknowledged carers entered Mr X’s home earlier than scheduled and explained the action it had taken to prevent a recurrence. This represents an adequate remedy for the injustice caused.

Lancashire County Council (25 007 101)

Statement Not upheld Domiciliary care 29-Mar-2026

Summary: Mrs D complained about the Council’s handling of her issues regarding her relative’s care and support provided by a domiciliary care provider, and related safeguarding concerns. We found no fault by the Council. This is because it was not responsible for the care arrangement but considered her concerns and provided some support and information. It ended its safeguarding considerations as the care arrangement was terminated and new care support was in place. As there were no further risks to Mrs X, this was a decision it was entitled to make.

London Borough of Croydon (25 004 635)

Statement Upheld Domiciliary care 25-Mar-2026

Summary: Miss Y complained on behalf of her relative, Ms X, that the Council failed to safeguard Ms X from neglect by her care provider. She said carers did not always stay for the full visit time, did not complete tasks and Ms X did not always have adequate food. Miss Y also said the Council suggested she had a conflict of interest when acting as Ms X’s advocate and did not properly investigate her concerns. We found there is no significant injustice caused by any fault in the Council’s actions.

Royal Borough of Greenwich (25 005 505)

Statement Upheld Domiciliary care 23-Mar-2026

Summary: Mrs X complained the Council commissioned care provider, Carepoint services Limited, neglected her grandfather, Mr Y. She complained the care provider refused to acknowledge the neglect, despite the Council substantiating the safeguarding concerns. Mrs X said this distressed her family and Mr Y did not have his needs met. There was fault in the way the Council did not acknowledge the safeguarding concerns and complaint handling was poor. This distressed and frustrated Mrs X and Mr Y did not have his needs met in line with his care plan. The Council agreed to apologise, ask the care provider to apologise, make a financial payment and ensure the care provider completes additional training.

Norfolk County Council (25 006 113)

Statement Upheld Domiciliary care 16-Mar-2026

Summary: Ms X complained about the home care arranged by the Council for her late mother. We found the Council failed to ensure a smooth transition of care it had commissioned between providers which caused Ms X distress and uncertainty about her mother’s care. The Council has agreed to apologise, make a symbolic payment and review its procedures.

Cornwall Council (25 015 873)

Statement Closed after initial enquiries Domiciliary care 12-Mar-2026

Summary: We will not investigate this complaint about the Council’s decision to refer the changes Mr X wants to make to his care and support arrangements to the Court of Protection. The Court of Protection is better placed to consider the issues Mr X complains about.

Hertfordshire County Council (25 015 891)

Statement Closed after initial enquiries Domiciliary care 12-Mar-2026

Summary: We will not investigate this complaint about quality of a domiciliary care package and lack of clarity about how the care would be funded. We could not achieve a more meaningful outcome by investigating the matter now, and there is insufficient evidence of fault in the Council’s actions.

London Borough of Wandsworth (25 010 570)

Statement Closed after initial enquiries Domiciliary care 10-Mar-2026

Summary: We will not investigate Miss X’s complaint about the quality of care her mother (Mrs Y) received. The Care Provider and the Council have already taken appropriate action to address the issues raised. Further investigation by us can achieve nothing more or the outcome Miss X wants.