Axelbond Limited (24 017 344)

Statement Upheld Residential care 20-Oct-2025

Summary: Mrs X complained about the care provided by the care home her father resided in before he passed away. We did not find fault with some aspects of how it handled her father’s deterioration. We found fault with the care home’s quality of daily case records and not appropriately recording reasons and evidence for specific decisions made when her father declined. This caused significant distress, frustration and uncertainty to Mrs X. The care home has agreed to apologise, make a symbolic payment to recognise the injustice, and improve its record keeping.

Wakefield City Council (25 005 928)

Statement Closed after initial enquiries Residential care 16-Oct-2025

Summary: We will not investigate this complaint about the care Mr X’s mother in law received at her care home before she passed away in September 2023. This is because the complaint is late and there are no good reasons to consider it now.

Evedale Care Limited (25 011 429)

Statement Closed after initial enquiries Residential care 16-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Care Provider’s actions following his mother’s death. The Care Provider investigated his concerns, upheld parts of the complaint, issued an apology, and took steps to improve its service. We could not add to the Care Provider’s response by investigating the matter further. It is also reasonable for Mr X to report the missing items to the police and pursue a claim in court.

Hartford Care (5) Limited (25 002 819)

Statement Closed after initial enquiries Residential care 15-Oct-2025

Summary: We will not investigate this complaint about private residential care because we could not add to any previous investigation, further investigation would not lead to a different outcome, and there is another body better placed to consider this complaint.

London Borough of Bexley (25 005 868)

Statement Closed after initial enquiries Residential care 13-Oct-2025

Summary: We will not investigate this complaint about the Council-commissioned Care Provider having arranged for Mrs Y to receive a vaccination. We could not achieve a meaningful outcome by doing so.

Leicestershire County Council (25 006 608)

Statement Closed after initial enquiries Residential care 13-Oct-2025

Summary: We cannot investigate this complaint about the Council’s placement of Mr X’s relative in a care home. The Council’s decision was considered in the Court of Protection. We have no power to consider matters decided in court.

Birmingham City Council (24 021 713)

Statement Upheld Residential care 12-Oct-2025

Summary: Ms X complained about her late relative Mrs Y’s care in a council-funded care home placement. We found fault by the care home which acted for the Council. It failed to involve Ms X or the family with Mrs Y’s care planning and failed to tell them about one of two falls. This was poor communication causing avoidable distress for which this Council will apologise.

Leeds City Council (25 005 961)

Statement Closed after initial enquiries Residential care 12-Oct-2025

Summary: We will not investigate this complaint about the quality of care in a care home and the Council’s related actions. We cannot achieve the outcomes Mr X seeks.

St Helens Metropolitan Borough Council (24 014 862)

Statement Upheld Residential care 09-Oct-2025

Summary: We found fault by Broadoak Manor Care Home (acting on behalf of St Helen’s Metropolitan Borough Council) in the care it provided to Mrs X. This caused her husband, Mr X, distress and uncertainty. The Council will apologise and take action to prevent similar problems occurring in future.

Surrey County Council (25 005 762)

Statement Closed after initial enquiries Residential care 08-Oct-2025

Summary: We will not investigate this complaint about hearing aids going missing in a care home. It is unlikely we could achieve anything worthwhile or achieve the outcome requested as missing personal possessions are matters for insurers or the police.