Berkley Care Blenheim Limited (25 000 452)

Statement Upheld Residential care 08-Dec-2025

Summary: There was fault in the quality of care provided to Mr X’s late grandfather Mr Y by the care home. It failed to carry out a thorough pre-assessment, delayed taking action when Mr Y’s food and fluid intake reduced and failed to properly assess and respond to Mr Y’s risk of falls. It also delayed billing Mr X. The care provider has agreed to apologise to Mr X for the distress and uncertainty this caused and confirm it has cancelled the bill. It has already taken action to prevent recurrence of the faults.

Leicestershire County Council (25 005 913)

Statement Closed after initial enquiries Residential care 05-Dec-2025

Summary: We will not investigate Miss X’s complaint about her mother’s care and treatment during September and October 2022. This is because a significant amount of time has passed since the events Miss X is complaining about occurred and it would have been reasonable for Miss X to complain to us sooner.

Sheffield City Council (24 019 982)

Statement Upheld Residential care 05-Dec-2025

Summary: There was significant fault on the part of the Council’s commissioned care provider which caused considerable injustice to the late Mr X. The Council has acknowledged the failings by the care provider and overseen service improvements and will now make a payment to acknowledge the distress and anxiety caused to Mr X’s sister Mrs Y.

Sefton Metropolitan Borough Council (24 018 961)

Statement Upheld Residential care 01-Dec-2025

Summary: Mrs B complained about the standard of care her mother, Mrs X, received when the Council organised a placement at Lakeside View Care Home. We uphold the complaint, having identified several areas of fault with the care provided to Mrs X, and inaccurate care records. There was also fault with the Council’s response to Mrs B’s complaint because it failed to acknowledge the distress caused by the Care Home’s actions. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment.

Norfolk County Council (25 000 699)

Statement Closed after initial enquiries Residential care 01-Dec-2025

Summary: We will not investigate this complaint about adult social care in a residential care home. This is because it is unlikely we would add to previous investigations or reach a different outcome.

St Marys Care Services Ltd (24 020 786)

Statement Upheld Residential care 28-Nov-2025

Summary: St Marys Care Services Ltd was at fault for failing to provide Mrs X’s late mother with suitable care while she was resident in one of its care homes. The fault caused Mrs X distress and uncertainty for which the Care Provider will apologise and make a symbolic payment. To prevent similar fault in future, the Care Provider will issue staff reminders.

Aria Healthcare Group LTD (25 020 404)

Statement Closed after initial enquiries Residential care 28-Nov-2025

Summary: We will not investigate this complaint about a care home declining to allow Mrs X to visit a resident. The resident is represented by her family and there is no evidence they or she wishes Mrs X to visit. Investigation would be unlikely to serve any worthwhile purpose.

Topsham Care Limited (25 001 620)

Statement Upheld Residential care 27-Nov-2025

Summary: Mrs B complained about the way in which the care Provider had terminated its contract with her late mother (Mrs D) after a hospital stay. Mrs B was given very little notice to find an alternative placement. We found some injustice. The Care Provider has agreed to apologise to Mrs B, make a symbolic payment to her and has changed the terms of its contract to include this emergency scenario.

Durham County Council (25 009 466)

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

Summary: We will not investigate Mrs X’s complaint about the Council commissioned Care Home providing poor care and support to her late husband, Mr X. This is because the complaint is late and there are no good reasons why Mrs X did not complain sooner.

Aria Healthcare Group LTD (25 008 929)

Statement Closed after initial enquiries Residential care 26-Nov-2025

Summary: We will not investigate this complaint about the care provided to residents in a care home. We have no consent for Mrs X to represent any resident living in the home. Investigation of the only matter relating directly to Mrs X would be unlikely to lead to any worthwhile outcome.