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.

Catherine Lodge Residential Home Limited (24 022 043)

Statement Closed after initial enquiries Residential care 21-May-2026

Summary: Ms X complained about the conduct of staff at the Care Home where her Grandmother, Mrs Y, was a resident. She complained the Care Home refused to let Mrs Y’s private carer visit her and it ended her contract with no warning. She said this negatively impacted Mrs Y’s care and caused distress for the family. We cannot investigate this complaint because the Care Home has now closed and so we cannot achieve a worthwhile outcome.

Pilgrims’ Friend Society (25 013 975)

Statement Closed after initial enquiries Residential care 14-May-2026

Summary: We will not investigate Mrs X’s complaint about the Care Provider incorrectly charging her mother, Mrs Y. This is because there is not enough injustice to warrant an investigation and we would not be able to add to the Care Provider’s investigation.

London Borough of Lewisham (25 029 853)

Statement Upheld Residential care 13-May-2026

Summary: We will not investigate Mr X’s complaint about the Council’s Care Home poor communication because we could not add to the previous investigation. We will also not investigate the Care Home’s actions in relation to an allegation because there is insufficient evidence of fault.

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.