Residential care


Recent statements in this category are shown below:

  • Somerset Council (24 017 398)

    Statement Closed after initial enquiries Residential care 16-Apr-2025

    Summary: We will not investigate Mrs X’s complaint about the care to her late mother Mrs Y in a home commissioned by the Council. An investigation by us would not add to the care home and Council’s previous investigation nor lead to a different outcome. There is no worthwhile outcome an investigation would now achieve.

  • Surrey County Council (24 018 105)

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

    Summary: We will not investigate Mr X’s complaint that the actions of a Council-commissioned care provider led to his wife’s death. An investigation would be unlikely to lead to a different outcome or achieve anything more. If Mr X considers the Council liable for her death, he can take the matter to court.

  • Bupa Care Homes (ANS) Limited (24 019 207)

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

    Summary: We will not investigate Mrs X’s complaint about a respite stay for her husband Mr X at a care home run by the Care Provider, and how it responded to her complaint. It is unlikely an investigation would add to the Care Provider’s investigation or achieve a different outcome. There is insufficient significant personal injustice to Mr X or Mrs X to warrant an investigation. We do not investigate Care Providers’ complaint-handling where we are not investigating the core issues giving rise to the complaint.

  • Staffordshire County Council (24 001 803)

    Statement Not upheld Residential care 07-Apr-2025

    Summary: Mrs X complained that the Council placed Mr X in a care home a long distance from their home and it was difficult for her to visit. She also complained that when Mr X was moved to a closer home, his needs were not reviewed and problems with his catheter care continued. There is no evidence of fault on the part of the Council. The first placement was the only available option, and Mr X’s catheter care was managed appropriately.

  • Hertfordshire County Council (24 019 012)

    Statement Closed after initial enquiries Residential care 07-Apr-2025

    Summary: We will not investigate Mrs X’s complaint about a care home commissioned by the Council to provide care to her late mother Ms Y and its complaint process. There would be no worthwhile outcome investigation of the complaint would achieve. Investigation by us would not add to the care firm’s investigation nor achieve a different outcome. We do not investigate complaint-handling processes where we are not investigating the core issues giving rise to the complaint.

  • Solihull Metropolitan Borough Council (24 018 812)

    Statement Closed after initial enquiries Residential care 06-Apr-2025

    Summary: We will not investigate Mrs X’s complaint about residential care commissioned by the Council and provided to her late mother Mrs Y. There would be no worthwhile outcome investigation of the complaint would achieve for Mrs Y. An investigation by us would not add to the care firm’s investigation nor achieve a different outcome.

  • H I C A (24 011 015)

    Statement Upheld Residential care 03-Apr-2025

    Summary: Ms C complained on behalf of her mother, Mrs D that the Care Provider failed to provide sufficient recompense for the poor care Mrs D received while resident at one of its care homes. We found the Care Provider accepted the fault caused distress to Mrs D and provided a suitable remedy in line with our guidance.

  • Care UK Community Partnerships Limited (24 012 889)

    Statement Upheld Residential care 01-Apr-2025

    Summary: Ms X complained about poor care in a care home including about a failure to ensure she had all her medicines and a failure to apply a device to reduce swelling after surgery. We upheld the complaint. The Care Provider will apologise and make a symbolic payment to reflect the avoidable distress and confusion.

  • Devon County Council (24 016 519)

    Statement Closed after initial enquiries Residential care 01-Apr-2025

    Summary: We will not investigate Mrs X’s complaint about the care and support provided to her late mother by her care home. This is because there is insufficient evidence of fault. In addition, an investigation would not lead to any further findings or worthwhile outcomes.

  • Stoke-on-Trent City Council (24 008 275)

    Statement Upheld Residential care 31-Mar-2025

    Summary: Ms X complained about the standard of care her mother Mrs Y received when the Council organised respite care at The Old Vicarage Nursing Home. We find the Council at fault regarding the way the care provider managed a cyst on Mrs Y, and subsequently investigated Ms X’s concerns. This caused injustice in the form of distress and frustration. We recommend the Council apologises and makes a symbolic payment.

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