Medway Council (26 001 775)

Statement Closed after initial enquiries Residential care 07-Jul-2026

Summary: We will not investigate Mrs X’s complaint about the Council’s commissioned Nursing Home donating her late mother’s belongings. This is because a further investigation would not lead to a different outcome and we could not add to the previous investigation.

Barchester Healthcare Homes Limited (25 026 071)

Statement Closed after initial enquiries Residential care 06-Jul-2026

Summary: We will not investigate this complaint about the way the care provider managed the care of Mrs X’s mother. We could not add to any previous investigation by the organisation and we cannot achieve the outcome Mrs X wants.

Kirklees Metropolitan Borough Council (25 008 639)

Statement Upheld Residential care 02-Jul-2026

Summary: Mrs X and Mrs Z complain about their mother’s care and treatment by Kirklees Metropolitan Borough Council and Locala. We found fault by the Council and Locala in relation to communication and parts of Mrs Y’s end of life care. As a result, Mrs X and Mrs Z were caused uncertainty, frustration and distress. We recommend the Council and Locala apologise, pay a total of £600 and make systemic improvements. We did not find fault with Mrs Y’s daily care and discharge planning.

North Northamptonshire Council (25 020 613)

Statement Closed after initial enquiries Residential care 02-Jul-2026

Summary: We will not investigate Ms X's complaint about the Care Home’s handling of her relative’s, Mr Y’s, care fees. There is no worthwhile outcome achievable by our investigation.

London Borough of Camden (25 019 995)

Statement Closed after initial enquiries Residential care 01-Jul-2026

Summary: Mrs X complains about her mother, Ms Y’s, residential care which is funded by the London Borough of Camden and NHS West and North London ICB. We will not consider Mrs X’s complaint at this time. There are ongoing proceedings in the Court of Protection in relation to key aspects of Ms Y’s care. It would not be appropriate for us to consider her complaint further until the Court's proceedings have concluded.

Tanglewood Care Services Limited (25 017 230)

Statement Upheld Residential care 24-Jun-2026

Summary: Mr X complained the Care Provider did not correctly follow its falls policy following Mr Y's fall at the care home prior to his death. The Care Provider's actions in communicating with Mr X following the fall, the lack of clear and consistent falls procedures, and its complaint handling caused Mr X uncertainty, frustration and distress which is fault. The Care Provider will apologise and make a symbolic payment to Mr X and undertake service improvements to ensure there is a single, consistent falls policy and associated guidance in use across its services.

Sefton Metropolitan Borough Council (25 019 204)

Statement Closed after initial enquiries Residential care 24-Jun-2026

Summary: We will not investigate Ms X’s complaint about her sister’s belongings going missing at the Council’s commissioned Care Home where she resides. This is because we could not add to the previous investigation and a further investigation would not lead to a different outcome. There is also another body better placed to consider Ms X’s concerns.

Maria Mallaband Limited (25 010 583)

Statement Upheld Residential care 22-Jun-2026

Summary: There was fault on the part of the care provider which caused injustice to Mrs P. There were gaps in its compliance and recording of the post-falls protocol. There were also failings in personal care and meeting hydration needs. The care provider has already taken staps to improve aspects of care and record-keeping but in addition it should offer a refund of the fees paid in recognition that its failings caused distress for Mrs P and a payment to her family in acknowledgement of the distress caused to them.

Anchor Hanover Group (25 022 082)

Statement Upheld Residential care 22-Jun-2026

Summary: We will not investigate this complaint about the Care Provider not formally notifying Mrs Y’s family when she became a permanent resident of the care home. The Care Provider has already provided a suitable remedy, via its internal complaints process, for any injustice we would identify if we investigated the matter. Further investigation by us would not achieve a different outcome.

Priory CC130 Limited aka Care Concern Limited (25 008 436)

Statement Upheld Residential care 18-Jun-2026

Summary: Miss X complained about the quality of care her grandmother, Ms Y, received at the care home, which she says caused avoidable distress. We have found the Care Provider was at fault. In part, it has already apologised to Miss X. It has now agreed to share its findings and its service improvements with her. It will also make a further apology for issues not covered in its initial response.