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.

Nottinghamshire County Council (25 026 652)

Statement Closed after initial enquiries Residential care 11-May-2026

Summary: Ms C complains about her father’s discharge from hospital into a care home. Ms C complains the discharge occurred without her knowledge, provided inadequate care, and was too far away. We will not investigate this complaint as the issues date back to 2023 and are too long ago to properly investigate.

HC-One Limited (25 012 491)

Statement Upheld Residential care 10-May-2026

Summary: Mr X complained about the care provided to his late mother, Mrs Y, at one of the Care Provider’s care homes. The Care Provider was at fault for leaving Mrs Y with food while she was lying down, failing to check her commode and for not telling her family about some incidents. This caused Mr X distress and uncertainty over whether she was being properly supported. The Provider has already acted to remedy the injustice. The Provider was not at fault for the way it responded to Mrs Y’s resistance to care, the number of falls Mrs Y had or for the delay in diagnosing her fractured wrist.

London Borough of Harrow (25 010 315)

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

Summary: We will not investigate Mr X’s late complaints about poor quality of care in a care home and lack of response to an appeal of his aunt’s financial assessment. There is not a good reason for the delay in Mr X complaining to us. We will also not investigate his complaint the Council delayed pursuing his aunt for unpaid care charges, because any fault in this respect did not cause an injustice. There is insufficient evidence of fault in the Council’s decision to pursue the debt in 2025. The Information Commissioner is best placed to deal with complaints about access to information.

London Borough of Sutton (25 008 729)

Statement Upheld Residential care 04-May-2026

Summary: There was fault by the Care Home in its care of Mr X, a failure in complaint handling and a delay in completing safeguarding processes. This caused avoidable distress. The Council will apologise and make a symbolic payment. The Council will also complete the systematic review of the Care Home agreed as an outcome to the safeguarding enquiry.

EQ Care Group Limited (25 010 483)

Statement Not upheld Residential care 29-Apr-2026

Summary: We have ended our investigation and uphold Ms X’s complaint about the standard of care her mother received at a care home. During the investigation the Care Provider offered a suitable remedy for any injustice caused.

HC-One No.2 Limited (25 019 021)

Statement Upheld Residential care 27-Apr-2026

Summary: We will not investigate Mrs X’s complaint about the Care Home providing poor care to her late father, Mr Y. This is because we could not add to the Care Provider’s investigation and a further investigation would not lead to a different outcome. It accepted fault and offered a remedy which was appropriate.

Aria Healthcare Group LTD (25 019 946)

Statement Closed after initial enquiries Residential care 26-Apr-2026

Summary: We will not investigate Mr X’s complaint about the Care Home failing to manage his wife’s risk of falls. This is because we cannot achieve the outcome he wants. There is another body better placed to consider his complaint.

Welford Healthcare MC Ltd (25 009 470)

Statement Upheld Residential care 23-Apr-2026

Summary: Mr X complains on behalf of his wife, Mrs Y, that Oldbury Grange Nursing Home failed to administer four of five prescribed medications, between 12 and 16 May 2025. Mr X also says the provider failed to administer a prescribed supplement between 4 and 5 June 2025. Mr X says this has caused Mrs Y to miss medication and has caused the family distress. We have found fault in the care providers actions for failing to ensure medication was available and for failing to advise Mr X when it was not. The care provider has agreed to complete a service improvement.

Barchester Healthcare Homes Limited (25 018 394)

Statement Closed after initial enquiries Residential care 22-Apr-2026

Summary: We will not investigate this complaint about the standard of care provided at the Care Provider’s care home. This is because the complaint is late and there are no good reasons why the complaint was not brought to us sooner.