Care UK Community Partnerships Ltd (24 016 986)

Statement Upheld Residential care 22-Sep-2025

Summary: The care provider did not act promptly to ensure that Mr X’s room was always clean and odour-free; in addition the care home manager suggested to Ms A (his daughter) that her complaint would affect his care. As a consequence Ms A moved her father from the home. The fault by the care provider caused injustice, and it will now make a suitable payment to recognise the distress its actions caused.

City of Bradford Metropolitan District Council (24 023 364)

Statement Upheld Residential care 21-Sep-2025

Summary: There was fault by the Council in the late Mrs Y’s care in one of its care homes. The care home did not consult with Mrs Y’s GP to see if her medicine could be administered to her covertly and her care plans did not include detailed information about how to deliver personal and oral care in her best interests. This caused Mrs Y avoidable distress which cannot now be remedied as she has died. The Council will apologise and make a symbolic payment to her daughter Ms X (and for other family members) to recognise her distress in witnessing her mother receiving poor care. The Council will take action to minimise the risk of recurrence.

Croft House Care Home Limited (24 015 027)

Statement Upheld Residential care 18-Sep-2025

Summary: We have found that there was fault as the care home failed to properly plan Mrs B’s father’s care, it failed to carry out the necessary risk assessments after her father suffered falls and it failed to respond to complaints relating to the matters. The Home has agreed to apologise, pay a financial remedy and has carried out service improvements.

London Borough of Lewisham (25 003 265)

Statement Closed after initial enquiries Residential care 17-Sep-2025

Summary: We will not investigate this complaint about the actions of the Council-commissioned Care Provider at this time. There is an ongoing coroner’s inquest. Until the inquest is complete, we could not come to sound conclusions or achieve a meaningful outcome.

Wakefield City Council (24 017 615)

Statement Upheld Residential care 16-Sep-2025

Summary: Mrs X complained about the way Rosedale Care Services (Yorkshire) Limited responded to her concerns about the incident which happened to her mother when she was receiving residential care in the Sycamores Care Home. We found fault with the Council for not ensuring the care provider, delivering services on its behalf, kept proper records. This caused injustice to Mrs X and her brother. The Council has agreed to apologise and request some service improvements from Highgate Care Services Limited, which succeeded Rosedale Care Services (Yorkshire) Limited.

Lincolnshire County Council (25 004 643)

Statement Closed after initial enquiries Residential care 15-Sep-2025

Summary: We will not investigate this complaint about the actions of the Council-commissioned Care Provider. There is insufficient evidence of injustice having been caused to Ms X, her father (Mr Y) or other residents.

Kent County Council (24 012 991)

Statement Upheld Residential care 14-Sep-2025

Summary: Miss X complained about the Council’s actions when her son, Mr Y, had to move from supported residential accommodation. We have found fault because the Council was too slow to act in trying to find new accommodation and failed to adequately assess Mr Y’s needs or provide sufficient information linked to his move. This caused Miss X and Mr Y significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make symbolic payments to Miss X and Mr Y. It will also provide reminders and guidance to relevant officers.

Belmont Healthcare (Wombwell) Limited (25 003 609)

Statement Closed after initial enquiries Residential care 11-Sep-2025

Summary: We will not investigate this complaint about the care provided to Ms X’s father, because we would be unlikely to be able to achieve a worthwhile outcome.

Westbourne Care Limited (25 002 825)

Statement Closed after initial enquiries Residential care 09-Sep-2025

Summary: We will not investigate this complaint about how the Care Provider treated Mr X when visiting his mother. There is insufficient evidence of fault in the actions of the Care Provider and we could not achieve a meaningful outcome by investigating the matter.

Stockport Metropolitan Borough Council (25 005 113)

Statement Closed after initial enquiries Residential care 08-Sep-2025

Summary: We will not investigate this complaint about neglect in a care home. Substantive parts of Miss X’s concern were considered in court, and it would have been reasonable to include all concerns as part of that claim.