Domiciliary care


Recent statements in this category are shown below:

  • 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.

  • Alcedo Blue Limited (24 017 250)

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

    Summary: We will not investigate this complaint about adult social care at home. It is unlikely we would add to the Care Provider’s investigation or reach a different outcome.

  • London Borough of Croydon (24 020 043)

    Statement Not upheld Domiciliary care 07-Aug-2025

    Summary: Mrs X complained the Council failed to investigate concerns about an incident when her relative, Mrs Y, received domiciliary care. She also complained about poor complaint handling. Mrs X said this caused distress and believed Mrs Y would be alive if it were not for the incident. We have discontinued the investigation. This is a late complaint and there is no good reason to exercise discretion to consider this matter now. The Information Commissioner’s Office is better placed to consider the complaint about not providing information. The Ombudsman will not complete an investigation to only consider complaint handling.

  • London Borough of Hillingdon (25 001 843)

    Statement Closed after initial enquiries Domiciliary care 04-Aug-2025

    Summary: We will not investigate this complaint about the Council’s adult social care service. There is not enough evidence of fault to justify our involvement.

  • Carevex Limited (24 015 879)

    Statement Not upheld Domiciliary care 24-Jul-2025

    Summary: Mr X complained the care provider refused to use a hoist to transfer his mother Mrs Y and cancelled her care without notice leaving Mrs Y without appropriate care and causing them distress and frustration. The care provider has apologised and refunded two weeks of fees which Mr X is satisfied with. We have therefore ended the investigation as it is unlikely further investigation would achieve anything more.

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