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Category : Adult care services > Residential care

Decision : Upheld

Decision date : 27 Jul 2017


A man complains he was banned from visiting his partner's mother in a care home.

The complaint

The man complains that when the council placed his partner's mother in the care home, he was banned from visiting her and this decision was not reviewed for a number of years.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice caused the council has agreed to within the next three months to commission an Independent Advocate to get the mother's views on seeing her daughter's partner away from the care home. If she wants to see the man, the council will arrange for her to do this away from the care home and pay him for the failure to do this sooner.

 The council will also:

  • write to the man apologising for its failings and those of the care home and care provider; and
  • consider what action it needs to take to ensure it and its care providers deal with such matters properly in future.

Ombudsman satisfied with council response: 9 November 2017.


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