London Borough of Bromley (24 005 064)

Statement Upheld Other 26-Aug-2025

Summary: Mrs H complained about the care provided to her son, Mr G, by London Borough of Bromley, NHS South East London Integrated Care Board and Oxleas NHS Foundation Trust. We found fault by these organisations for their handling of Mr G’s discharge from hospital. This caused Mr G and Mrs H distress and uncertainty. The organisations will act to put matters right and review their policies and procedures to prevent similar problems occurring in future.

Warwickshire County Council (24 013 183)

Statement Closed after initial enquiries Other 20-Aug-2025

Summary: We will not investigate this complaint about the care and support the Council arranged for Mr X. This is because we could not add to investigation the Council has already carried out, further investigation would not lead to a different outcome and we cannot achieve the outcome Mr X and his mother want.

Lancashire County Council (24 015 383)

Statement Upheld Other 20-Aug-2025

Summary: Mrs A complained that delays by the Council lost the opportunity for her disabled daughter Ms X to attend the placement which would have best met her needs. There were delays which caused injustice to Mrs A and Ms X but the Council’s decision not to fund the preferred placement was not fault. Ms X is now settled in a suitable placement.

Staffordshire County Council (25 001 982)

Statement Closed after initial enquiries Other 17-Aug-2025

Summary: We will not investigate this complaint about how a care provider organises care provision. This is because it is unlikely we would find fault in the Council’s actions. In addition, there is no evidence to suggest Mr X has been caused a significant personal injustice.

Kent County Council (24 016 385)

Statement Upheld Other 14-Aug-2025

Summary: Ms F complained that Kent County Council and NHS Kent and Medway Integrated Care Board’s flawed Section 117 aftercare policy meant she would have to unfairly contribute toward accommodation costs. We consider the Council and ICB’s Multi-Agency Policy is flawed, which has caused Ms F confusion, uncertainty and distress. The Council and ICB have agreed to apologise to Ms F, make a symbolic payment to her, review the policy, and offer to reassess her Section 117 aftercare needs.

Kent County Council (24 017 132)

Statement Upheld Other 14-Aug-2025

Summary: The Council was not at fault in the way it decided to protect Mr Y’s belongings when he went into hospital or in the time taken to return the belongings to him. It was at fault for the delay in asking Mr Y whether he was happy with the Council securing his belongings once it was satisfied he could make his own decisions, however, this did not cause an injustice to Mr Y. The Council has already made a service improvement. The Council was also at fault for delaying responding to Mr X’s complaint. The Council has already apologised to Mr X and offered him a symbolic payment. It has agreed to remind relevant staff of the timescales set out in its complaints’ procedure.

Broadway Lodge (25 003 682)

Statement Closed after initial enquiries Other 14-Aug-2025

Summary: We will not investigate this complaint about the actions of Mr X’s Care Provider. This is because the actions complained of do not relate to providing adult social care, so we do not have the legal power to investigate.

Worcestershire County Council (24 014 179)

Statement Upheld Other 13-Aug-2025

Summary: There was a service failure in the provision of the section 117 aftercare and some fault in the way the Council decided to communicate with Mr B. The Council has agreed to apologise to Mr B, offer him a further meeting and has agreed to communicate via Mr B’s representative if Mr B agrees.

London Borough of Hackney (24 015 097)

Statement Upheld Other 12-Aug-2025

Summary: Mr B complained on behalf of his partner, Mr C, that they experienced persistent problems with the Council’s contractor undertaking minor adaptations needed by Mr C. We upheld the complaint, finding poor customer service by the contractor and faults by the Council in its practice. We considered these caused avoidable distress, which was an injustice to both Mr B and Mr C. The Council accepted these findings and at the end of this statement we set out the action it has agreed to remedy that injustice and improve its service.

Bristol City Council (25 002 076)

Statement Closed after initial enquiries Other 12-Aug-2025

Summary: We will not investigate this complaint about fees for adult social care. The complainant can take the matter to court.