Kent County Council (25 012 016)

Statement Upheld Residential care 01-Jun-2026

Summary: Mrs C complained about the care her father, Mr D received at the end of his life in a Council-funded care home. We have found fault with the Care Provider. In addition to the action already taken to improve the Care Provider’s procedures, the Council has agreed to apologise to Mrs C, make a symbolic payment and ensure the Care Provider notifies the Council in future of complaints made about the care provided to Council-funded residents.

Nottinghamshire County Council (25 003 555)

Statement Upheld Residential care 28-May-2026

Summary: Ms X complained about the standard of care Mr Y received during a period of respite care. The Council was at fault because the care provider failed to carry out some of Mr Y’s care in line with the pre-admission agreement, failed to notify the family about its decision-making, failed to keep records of its decision-making, failed to clarify the position on Mr Y’s medication administration, failed to tell the family about redness to Mr Y’s skin, and failed to seek out of hours medical help. This caused Mr Y’s family uncertainty, frustration and distress which the Council agreed to provide a financial remedy for.

Rotherham Metropolitan Borough Council (25 006 486)

Statement Upheld Residential care 28-May-2026

Summary: Mrs F complained on behalf of her grandmother, Mrs B, about the quality of her care in Mulberry Manor, a council commissioned care home. We found no fault in the care provided to Mrs B. The Council failed to respond to Mrs F’s complaint which caused her some time and trouble. It has agreed to apologise to Mrs F to remedy that injustice and make a service improvement in relation to its complaint procedures.

London Borough of Southwark (25 001 035)

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

Summary: We will not investigate this complaint about Miss X’s contact with the Care Provider. This is because further investigation would not lead to a different outcome.

Birmingham City Council (25 030 283)

Statement Closed after initial enquiries Residential care 25-May-2026

Summary: We will not investigate Mrs X’s complaint about how the Council responded to safeguarding concerns in relation to her late mother, Mrs Y’s care. This is because there is insufficient evidence of fault with how the Council made its decision and we could not add to its investigation.

Stockport Metropolitan Borough Council (25 025 896)

Statement Upheld Residential care 21-May-2026

Summary: Mr C complains on behalf of his partner, Mr D in relation to his care and support at a care home funded by the Council. Mr C said that faults in medication, lost property and staff attitude led to Mr D’s deterioration and distress for Mr C. We will not investigate this complaint as the care home has admitted fault and taken action to prevent it happening again.

Catherine Lodge Residential Home Limited (24 022 043)

Statement Closed after initial enquiries Residential care 21-May-2026

Summary: Ms X complained about the conduct of staff at the Care Home where her Grandmother, Mrs Y, was a resident. She complained the Care Home refused to let Mrs Y’s private carer visit her and it ended her contract with no warning. She said this negatively impacted Mrs Y’s care and caused distress for the family. We cannot investigate this complaint because the Care Home has now closed and so we cannot achieve a worthwhile outcome.

Pilgrims’ Friend Society (25 013 975)

Statement Closed after initial enquiries Residential care 14-May-2026

Summary: We will not investigate Mrs X’s complaint about the Care Provider incorrectly charging her mother, Mrs Y. This is because there is not enough injustice to warrant an investigation and we would not be able to add to the Care Provider’s investigation.

London Borough of Lewisham (25 029 853)

Statement Upheld Residential care 13-May-2026

Summary: We will not investigate Mr X’s complaint about the Council’s Care Home poor communication because we could not add to the previous investigation. We will also not investigate the Care Home’s actions in relation to an allegation because there is insufficient evidence of fault.

Sheffield City Council (24 018 754)

Statement Upheld Residential care 12-May-2026

Summary: Mrs X complained the Council delivered poor care to her late father, Mr Y. We found the Council was at fault in how it managed the provision of Mr Y’s mattress and his repositioning, and in its record keeping of medication administration. This caused Mrs X frustration and avoidable uncertainty. The Council will apologise to Mrs X and make a symbolic payment to recognise the distress caused.