Summary: The Ombudsman will not investigate Mr B’s complaint about the increase in his mother’s, Mrs C’s care fees. This is because any further investigation would not be able to provide Mr B with a different outcome to that already provided by the care provider or one that he wants.

The complaint

1. Mr B says the annual increase in his mother’s, Mrs C’s residential care home is extortionate. Mr B says Mrs C’s care provider sends out the same letter each year with the same explanation to justify the increase which do not add up with the outgoings of the business. Mr B says this years 8.1% increase has increased Mrs C’s monthly costs by £245.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• the action has not caused injustice to the person who complained, or
• the injustice is not significant enough to justify our involvement, or
• it is unlikely we could add to any previous investigation by the care provider, or
• it is unlikely further investigation will lead to a different outcome, or
• we cannot achieve the outcome someone wants, or

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

3. I discussed the concerns with Mr B and considered the information and documentation he provided. I sent Mr B a copy of my draft decision for comment.

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What I found

4. Mr B is concerned with the annual increases in Mrs C’s care fees. Mr B says Mrs C’s care provider increased the fees by 3.5% in the year 2019/20 but in 20/21 increased its prices by 8.1% which is over the rate of inflation.
5. The care provider explained in its letter to Mrs C dated February 2020 the reasons for the increase in fees. It said ‘Our Inspectorate (the CQC) are once again looking to increase their fees, the National Living wage is increasing by 6.2% which represents one of the largest single increases we have ever seen on what is already by far and away our largest expense; staff’. The care provider also explained its commitment to continuing building on improvements, including staff training and refurbishments work.
6. The care provider responded to Mr B’s concerns about the increase in fees in March 2020. It said Mrs C was paying a reduced fee of £701 per week rather than the existing rate of £736 which is why she faced a larger than normal increase in fees. It explained 50% of its operating costs was attributed to staffing and that it is committed to a programme of improvement works which has seen maintenance works spend in excess of £65k per year for the last two years with further investment planned for 2020/21.
7. Mr B says the incomings and outgoings of the business do not add up and wants the Ombudsman to investigate further. However, it is not the role of the Ombudsman to investigate private businesses. The care provider has explained the reasons for the increases and why Mrs B’s increase is above average. The Ombudsman could not add to this even if he investigated.

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Final decision

8. The Ombudsman will not investigate this complaint. This is because any further investigation would not be able to provide Mr B with a different outcome to that already provided by the care provider or one that he wants.

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Investigator's decision on behalf of the Ombudsman