Residential care


Recent statements in this category are shown below:

  • Leicestershire County Council (18 013 779)

    Statement Upheld Residential care 15-Jul-2019

    Summary: Mrs C complains about the respite care her mother received. The Ombudsman has ended his involvement as the Council agreed to write off the outstanding care fee of £144.51 during the investigation which Mrs C accepted.

  • South Tyneside Metropolitan Borough Council (18 006 857)

    Statement Not upheld Residential care 10-Jul-2019

    Summary: The investigation into this complaint will be discontinued. The Ombudsman could not add to the Council's safeguarding investigation into an injury Ms X sustained in supported housing two years ago. The Council found no evidence that poor care caused the injury

  • Anchor Care Homes LTD (18 003 273)

    Statement Upheld Residential care 08-Jul-2019

    Summary: Mr C complained the care home prevented him from visiting his mother for a week during a norovirus outbreak. Mr C says this was not in line with Public Health England guidelines. The Ombudsman found fault, particularly in the area of record keeping and the way it responded to Mr C's complaint. The care provider has agreed to apologise to Mr C for this and share the lessons learned with its staff.

  • Leeds City Council (18 015 358)

    Statement Upheld Residential care 08-Jul-2019

    Summary: Miss C complains about the way the Council dealt with dividing a water bill at her son's home; his disability related expenses and his service contributions. Miss C says she has spent unnecessary time and trouble in complaining and the Council has not treated her son as an individual leading to overpayment of his care contributions and paying for other's use of water at the property. The Ombudsman has found fault by the Council in the way it notified and invoiced charges but considers the action the Council has already taken of waiving charges is enough to provide a suitable remedy.

  • Buckland Care Limited (18 009 885)

    Statement Upheld Residential care 08-Jul-2019

    Summary: The care provider should not have told Mrs X it was up to Mr X's family to ask for a Deprivation of Liberty Safeguard (DOLS) authorisation and should have made that application itself. The care provider failed to take proper steps to lessen the risk of falls. The care provider failed to investigate and respond properly to Mrs X's complaint. It has apologised and taken steps to review its processes and now agrees to acknowledge the distress caused by a consolatory payment to Mr X's family. It has also reviewed its staff training.

  • Nottingham City Council (18 011 504)

    Statement Upheld Residential care 04-Jul-2019

    Summary: Ms X complains the care provided for her late mother in Seely Hurst Care Home was inadequate. The care home failed to provide a proper response to the complaint or to tell Ms X she could make a complaint to the Council. The Council has now investigated the issues via a safeguarding investigation and has found neglect.

  • Avery Healthcare Group (18 014 496)

    Statement Upheld Residential care 01-Jul-2019

    Summary: Mr X complains about the quality of care provided to Mrs Y at Darwin Court Care Centre. He says he was increasingly concerned at her worsening health and had to move her out. The Ombudsman upholds Mr X's complaint and recommends the Care Provider waive 50% of the outstanding notice and the dilapidation fees to remedy the increased risk of harm to her.

  • The Alder Health Care Group Limited (18 019 421)

    Statement Upheld Residential care 01-Jul-2019

    Summary: The care provider was at fault as it did not refund care home fees paid by the late Mr Y during a period when he received continuing health care funding. The care provider should refund the fees Mr Y paid but as the care provider has ceased trading and is going through the insolvency process we cannot achieve this remedy.

  • Restful Homes (Sutton Coldfield) LTD (18 013 028)

    Statement Upheld Residential care 26-Jun-2019

    Summary: Some of the care provided to Mrs Y at a residential care home was below an acceptable standard. The care home failed to properly record decisions made by a CPN, and failed to communicate this decision, and other information about Mrs Y's health to her daughter. The company accepts failings in its practice and has made improvements. We have made recommendations to address the injustice caused to Mrs Y and her daughter.

  • Meridian Healthcare Limited aka HC-ONE (18 014 120)

    Statement Upheld Residential care 25-Jun-2019

    Summary: Some areas of the day to day care provided to Ms Y at a care home were below an acceptable standard, and staff failed to keep records of complaints made. Complaint responses from head office failed to address all points of complaint