Macc Care (Stafford) Limited (25 006 402)

Statement Upheld Residential care 09-Jun-2026

Summary: We have not found fault in the way the care home provided personal care to Ms C. However, there were two incidents witnessed by Ms C’s family and friends which were not properly recorded and, in one of the incidents, care was not provided in line with the care plan.

Redwood Tower UK Opco 1 Limited (25 009 302)

Statement Upheld Residential care 04-Jun-2026

Summary: Mrs X complained on behalf of her late father, Mr Y about the care he received whilst at Beckenham Park Care Home. Mrs X said the care home failed to call a doctor despite requests to do so and allowed Mr Y’s physical condition to deteriorate significantly. We find the care home at fault, causing significant upset and distress. The care provider has agreed to apologise and make a symbolic payment in recognition of the injustice.

Sheffield City Council (25 024 141)

Statement Upheld Residential care 04-Jun-2026

Summary: We will not investigate Miss X’s complaint about the Council’s commissioned Nursing Home and the poor care it provided to her late relative. This is because we could not add to the Council’s previous investigation and a further investigation would not lead to a different outcome.

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.

Northumberland County Council (25 013 045)

Statement Upheld Residential care 28-May-2026

Summary: The Council commissioned Care Home was at fault for the delay telling Mr X about his father’s condition deteriorating and that he was taken by ambulance to the hospital. The Care Home has apologised for the distress caused and made service improvements to prevent it happening again.

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.