Country Court Care Homes 6 Limited (25 018 061)

Statement Upheld Residential care 29-Sep-2026

Summary: Mr X complained Baycroft Flitwick Care Home wrongly refused to allow Ms Y to return to the Care Home when she was fit to be discharged from hospital. He complains the Care Home did not discuss concerns about Ms Y’s behaviour, her care needs, or its intention to terminate her placement with the family before making this decision. We found the Care Home’s failure to document the decision to terminate Ms Y’s placement and the reasons for it, or to give formal written notice to Ms Y or her family is fault. This has caused Ms Y and her family distress and uncertainty.

East Riding of Yorkshire Council (25 026 792)

Statement Closed after initial enquiries Residential care 27-Sep-2026

Summary: We will not investigate this complaint about how the Council handled Ms E’s adult social care. This is because we have decided any injustice is not significant enough to justify our involvement.

Harbour Healthcare Ltd (25 011 271)

Statement Upheld Residential care 17-Sep-2026

Summary: We have found fault in the care home’s record keeping and communications during the end-of-life care for Mrs E. This meant that there was uncertainty on how the decisions were made in the end-of-life care and this caused distress and uncertainty to Mrs E’s family. The care home has agreed to apologise and to carry out a service improvement.

Newgrange of Cheshunt Limited (26 014 609)

Statement Closed after initial enquiries Residential care 15-Sep-2026

Summary: We will not investigate this complaint about Ms X’s relative’s care in 2022. This is because the complaint is late and there are no good reasons to investigate.

Roseacre Care Ltd (25 017 096)

Statement Not upheld Residential care 10-Sep-2026

Summary: Mrs X complained about the care provider’s handling of Mr Y’s care. She said this caused her family avoidable distress. She would like the care provider to make service improvements. We have ended our investigation because there is no worthwhile outcome achievable by our investigation.

Indigo Care Services Limited (26 000 536)

Statement Closed after initial enquiries Residential care 09-Sep-2026

Summary: We will not investigate a complaint about the care a Nursing Home provided to one of its residents. It is unlikely an investigation would find fault.

Royal Borough of Kensington & Chelsea (25 006 495)

Statement Upheld Residential care 08-Sep-2026

Summary: Mr Y complained about the way Acton Care Centre, commissioned by the Council, provided care to his late mother-in-law (Mrs X) and acted following her fall. Mr Y also said the care provider Gold Care Homes failed to respond to his complaint. We found fault with the Council for its failure to ensure its commissioned care home met all the fundamental standards of care. The Council’s fault caused injustice to Mr and Mrs Y. The Council has agreed to apologise and make symbolic payments to Mr and Mrs Y to acknowledge their distress. The Council has also agreed to work with the care provider to ensure service improvements.

West Northamptonshire Council (25 027 501)

Statement Upheld Residential care 08-Sep-2026

Summary: Miss X complained the care home failed to properly communicate with her about Mr X’s care and failed to meet her agreed reasonable adjustments. The Council was at fault, causing distress and upset. The Council has agreed to apologise to Miss X, make a payment to recognise the injustice and agree new reasonable adjustments.

Cornwall Council (26 000 694)

Statement Closed after initial enquiries Residential care 08-Sep-2026

Summary: We will not investigate this complaint about social care support provided by the Council. This is because this is not enough evidence of fault to warrant our involvement.

Suffolk County Council (25 024 403)

Statement Upheld Residential care 06-Sep-2026

Summary: Miss B complained that a Council-funded care home failed to provide appropriate or timely care to her father, Mr C in the last few weeks of his life. She also complained that it failed to communicate properly with the family during this period. We found the Council-funded care home at fault. The Council has agreed to apologise to Miss B and make a symbolic payment to her.