Recent statements in this category are shown below:
-
Statement Upheld Residential care 07-Jul-2025
Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.
-
Sunderland City Council (24 023 205)
Statement Upheld Residential care 06-Jul-2025
Summary: We will not investigate this complaint about short term residential adult social care. The care provider accepted where things went wrong, apologised, and made changes to its service. It is unlikely we would add to that investigation or reach a different outcome. We are satisfied with the actions already taken.
-
West Berkshire Council (25 000 625)
Statement Closed after initial enquiries Residential care 06-Jul-2025
Summary: We will not investigate this complaint about the actions of a Council-run care home. It is reasonable for Mrs X to refer her concerns about lost items to the police and the small claims court. There is insufficient evidence of fault in the care home’s decision to seek assistance from the Urgent Community Response Team.
-
Redcar & Cleveland Council (24 023 406)
Statement Upheld Residential care 01-Jul-2025
Summary: We will not investigate this complaint about the actions of a Care Provider the Council commissioned to care for Mrs X’s husband. The Council has already accepted the Care Provider was at fault and made suitable recommendations. We could not add to the Council’s investigation or achieve anything more meaningful.
-
City of Bradford Metropolitan District Council (24 022 621)
Statement Closed after initial enquiries Residential care 30-Jun-2025
Summary: We will not investigate this complaint about end-of-life care in a residential care home. This is because it is unlikely we would add to investigations already completed by other organisations or reach a different or worthwhile outcome to justify our resource.
-
Sefton Metropolitan Borough Council (23 017 365)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
-
Hesketh Park Lodge (23 017 365a)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
-
Hesketh Park Lodge (23 017 365b)
Statement Not upheld Residential care 29-Jun-2025
Summary: Miss A complained about the care her grandmother, Mrs B, received while at Hesketh Park Lodge (the Care Home), owned and run by Athena Healthcare Group. Sefton Metropolitan Borough Council (the Council) part funded the placement and Mrs B also received NHS Continuing Healthcare funding. The family also paid extra to have 1:1 care when the Council reduced the funded hours. Since making her complaint, the Care Home has different management and a fully staffed care team. It has changed its processes and uses different systems to help care for its residents. I discontinue the investigation on the basis we can achieve nothing more.
-
Staffordshire County Council (24 009 452)
Statement Closed after initial enquiries Residential care 26-Jun-2025
Summary: We cannot investigate this complaint about adult social care, because the care package was arranged and funded by the NHS.
-
Statement Closed after initial enquiries Residential care 24-Jun-2025
Summary: Mr X complained about end-of-life care for his mother, Mrs Y, from Jewish Care, Gants Hill Medical Practice, Partnership Of East London Co-Operative, NHS North East London Integrated Care Board and London Ambulance Service NHS Trust. We would likely find fault with the Practice, PELC and ICB if we investigated the complaint. Those organisations have agreed to resolve the complaint by providing a proportionate remedy for the injustice Mr X suffered.