Northumberland County Council (23 016 680)

Statement Upheld Residential care 28-Jul-2025

Summary: Mrs Y complained about the care the Council arranged for her mother, Mrs X, in late 2022. There was fault in how the Care Home, on behalf of the Council, cared for Mrs X. This caused significant avoidable distress and uncertainty for Mrs Y and Mrs X’s husband. The Council agreed to apologise and make a symbolic payment to Mrs X’s close family.

Lancashire County Council (25 000 721)

Statement Closed after initial enquiries Residential care 27-Jul-2025

Summary: We will not investigate this complaint about the quality of care in a care home. We could not achieve anything meaningful by investigating the matter further.

Russettings Care Limited (24 014 108)

Statement Upheld Residential care 23-Jul-2025

Summary: Ms D complains the Care Provider failed to move her father to a less expensive room, provided substandard accommodation, and did not properly care for him. The Care Provider is at fault for failing to provide satisfactory accommodation, charging for services not provided, losing items and shortfalls in care. This has caused a financial loss to the estate, uncertainty and distress to Ms D. The Care Provider has remedied some faults and following our investigation has agreed to make Ms D a symbolic payment and service improvements.

Ashmere Derbyshire Limited (24 017 042)

Statement Not upheld Residential care 22-Jul-2025

Summary: Mr B complained that the Care Provider failed to provide appropriate and timely palliative care to his mother, Mrs C before she died, causing the family significant distress. We have not found fault causing injustice in the Care Provider’s actions.

London Borough of Merton (24 010 159)

Statement Not upheld Residential care 16-Jul-2025

Summary: Mrs Y complained, on behalf of her late mother, Mrs X, that Woodlands House Care and Nursing did not properly manage Mrs X’s move to the home’s nursing unit, did not follow Mrs X’s care plan in terms of medication and nutrition, and did not identify symptoms of an infection. We found no fault with the Nursing Home’s actions.

Ascot House (23 013 641b)

Statement Upheld Residential care 07-Jul-2025

Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.

Sunderland City Council (24 023 205)

Statement Upheld Residential care 06-Jul-2025

Summary: We will not investigate this complaint about short term residential adult social care. The care provider accepted where things went wrong, apologised, and made changes to its service. It is unlikely we would add to that investigation or reach a different outcome. We are satisfied with the actions already taken.

West Berkshire Council (25 000 625)

Statement Closed after initial enquiries Residential care 06-Jul-2025

Summary: We will not investigate this complaint about the actions of a Council-run care home. It is reasonable for Mrs X to refer her concerns about lost items to the police and the small claims court. There is insufficient evidence of fault in the care home’s decision to seek assistance from the Urgent Community Response Team.

Redcar & Cleveland Council (24 023 406)

Statement Upheld Residential care 01-Jul-2025

Summary: We will not investigate this complaint about the actions of a Care Provider the Council commissioned to care for Mrs X’s husband. The Council has already accepted the Care Provider was at fault and made suitable recommendations. We could not add to the Council’s investigation or achieve anything more meaningful.

City of Bradford Metropolitan District Council (24 022 621)

Statement Closed after initial enquiries Residential care 30-Jun-2025

Summary: We will not investigate this complaint about end-of-life care in a residential care home. This is because it is unlikely we would add to investigations already completed by other organisations or reach a different or worthwhile outcome to justify our resource.