Bureaucom Limited (24 010 012)

Statement Upheld Residential care 17-Aug-2025

Summary: Mrs X complained on behalf of her sister that she had not received appropriate care in the home managed by Bureaucom Limited. The Care Provider had not done enough to make sure that Mrs B’s oral health was maintained and did not record a review of risk and support when she fractured her toes meaning that she was more likely to fall. These shortcomings caused Mrs X and Mrs B distress and uncertainty. The Care Provider should apologise to Mrs X and make a payment to her and her sister in recognition of the distress it caused them.

Northumberland County Council (24 020 920)

Statement Not upheld Residential care 14-Aug-2025

Summary: We will not investigate this complaint, as another body is better placed to do so.

North Yorkshire Council (24 021 973)

Statement Closed after initial enquiries Residential care 13-Aug-2025

Summary: We will not investigate this complaint about adult social care in a care home. The injustice to the complainant is not significant enough to justify our involvement and we cannot achieve the outcome they want. The Information Commissioner’s Office is better placed to consider access to information.

Willowbrook Healthcare Limited (25 002 355)

Statement Closed after initial enquiries Residential care 13-Aug-2025

Summary: We will not investigate this complaint about the Care Provider’s failure to properly care for Ms X shortly before she died. This is because an investigation would be unlikely to find evidence of fault on the Care Provider’s part causing a significant injustice.

Bournemouth, Christchurch and Poole Council (24 018 634)

Statement Not upheld Residential care 12-Aug-2025

Summary: Miss X complained the Council failed to provide appropriate care and support for Mrs Y during her six week stay and dismissed the family’s concerns about Mrs Y’s presentation and wellbeing. We found there was no evidence of fault in the care and support the care home provided to Mrs Y.

Ideal Care Homes Ltd (24 006 556)

Statement Upheld Residential care 11-Aug-2025

Summary: Ms A and her sister Ms B complain that the care provider gave notice on their late father’s placement without due reason and they had to find another placement at short notice for their elderly father who has dementia. The care provider failed to meet Mr X’s needs and gave notice inappropriately; the care provider agrees to acknowledge that and pay a suitable sum to Ms A and her sister in recognition of the stress caused.

Oldham Metropolitan Borough Council (24 007 003)

Statement Upheld Residential care 11-Aug-2025

Summary: We will not investigate this complaint about the way the Council arranged access for Mr B to remove his personal belongings from his former home when his tenancy ended. We will not investigate Mr B’s complaint about the bed in his care home and having access to his mobile phone. We cannot add to the previous investigation by the Council. Further investigation would not lead to a different outcome.

T.L. Care Limited (24 017 699)

Statement Upheld Residential care 07-Aug-2025

Summary: The Care Home responded to Mrs Y’s reports of uncleanliness in her father, Mr X’s, room. The Care Home was at fault for not trying to engage Mr X in activities. On balance, I cannot say this contributed to Mr X’s death. The Care Home has agreed to apologise to Mrs Y.

Caldwell & Beling Ltd (25 001 354)

Statement Closed after initial enquiries Residential care 05-Aug-2025

Summary: We will not investigate this complaint about the Care Provider’s decision to place restrictions on Ms Y’s visits to see her partner, Mr Y. We could not achieve a meaningful outcome by investigating the matter as there is insufficient evidence of fault by the Care Provider.

Sanctuary Care Limited (25 002 305)

Statement Closed after initial enquiries Residential care 04-Aug-2025

Summary: We will not investigate Mrs X’s complaint, made on behalf of Mrs Y, about how care home staff dealt with the loss of Mrs Y’s jewellery and changed her carer. Investigation of the jewellery matter would not add to the investigations by the Care Provider and the police nor lead to a different outcome. There is insufficient significant injustice caused by the Care Provider not reporting the jewellery loss to police to warrant us investigating. There is not enough evidence the changes to Mrs Y’s carer, or how the Care Provider changed the carer, caused sufficient significant injustice to warrant investigation.