Derby City Council (24 001 124)

Statement Closed after initial enquiries Residential care 11-Jun-2024

Summary: We will not investigate this complaint about the care Mrs Y received in 2022. Much of the complaint is late and there is not a good reason for the delay in bringing the matter to the Ombudsman. We could not achieve anything further by investigating other matters, and other bodies are better placed to consider parts of the complaint.

Essex County Council (24 001 202)

Statement Closed after initial enquiries Residential care 11-Jun-2024

Summary: We will not investigate Ms B’s complaint about care and support provided to her late aunt, Ms C. This is because another agency is better placed to provide Ms B with the outcome she wants.

Redwood Tower UK Opco 2 Limited (24 000 954)

Statement Closed after initial enquiries Residential care 10-Jun-2024

Summary: We will not investigate this complaint about personal injury, because it is for a court to decide legal liability and compensation awards.

Barchester Healthcare Homes Limited (24 000 295)

Statement Closed after initial enquiries Residential care 10-Jun-2024

Summary: We will not investigate this complaint about security measures in a care home. This is because the Care Provider’s actions do not cause a significant enough injustice to justify an Ombudsman investigation.

Sunderland City Council (23 012 499)

Statement Upheld Residential care 06-Jun-2024

Summary: Mrs X complained about the quality of care the Council’s commissioned care provider, the mews care home provided to her late aunt. We find the Council was at fault. This caused significant distress to Mrs X and her family. The Council has agreed to make several recommendations to address this injustice caused by fault.

Lincolnshire County Council (22 007 447)

Statement Upheld Residential care 05-Jun-2024

Summary: There is evidence of a poor standard of care by the Council’s commissioned care provider, and a safeguarding investigation upheld Mr A’s complaints about neglect which affected his brother Mr X. The Council has waived the fees for the period of care and offered a sum in recognition of the time and trouble Mr A went to in making the complaint. It agrees to offer a greater sum to recognise the distress caused by the poor standard of care, and evidence the action taken to ensure service improvements at its commissioned provider.

The Orders Of St. John Care Trust (24 000 226)

Statement Closed after initial enquiries Residential care 04-Jun-2024

Summary: We will not investigate this complaint from Mrs X complaining the Care Home failed to refer her late relative for a ‘fast track’ Continuing Health Care assessment promptly. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Care Home has provided a remedy in line with our Remedies guidance, and we are unlikely to add anything more.

Evergreen Care Services Ltd (23 011 315)

Statement Upheld Residential care 04-Jun-2024

Summary: Miss P complained the Care Provider mishandled her complaints and service feedback and failed to act on issues she raised. Miss P also complains the Care Provider was in breach of the contract when it served an eviction notice in response to her complaints and feedback. We have found the Care Provider acted with fault which caused Miss P injustice.

London Borough of Richmond upon Thames (23 021 411)

Statement Closed after initial enquiries Residential care 03-Jun-2024

Summary: We cannot investigate this complaint about the quality of care Mr X’s late mother received in a care home. This is because it was arranged by the National Health Service not the Council.

Black Swan International Limited (24 000 128)

Statement Closed after initial enquiries Residential care 03-Jun-2024

Summary: We will not investigate this complaint about fee increases and care planning for privately arranged residential adult social care. This is because investigation is unlikely to lead to a different outcome. On our ordinary reading the Care Provider has acted in line with its contract. A court would need to decide if the Care Provider has breached its contract. There is no evidence the Care Provider is not meeting the care needs of its resident.