Wakefield City Council (24 017 615)

Statement Upheld Residential care 16-Sep-2025

Summary: Mrs X complained about the way Rosedale Care Services (Yorkshire) Limited responded to her concerns about the incident which happened to her mother when she was receiving residential care in the Sycamores Care Home. We found fault with the Council for not ensuring the care provider, delivering services on its behalf, kept proper records. This caused injustice to Mrs X and her brother. The Council has agreed to apologise and request some service improvements from Highgate Care Services Limited, which succeeded Rosedale Care Services (Yorkshire) Limited.

Lincolnshire County Council (25 004 643)

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

Summary: We will not investigate this complaint about the actions of the Council-commissioned Care Provider. There is insufficient evidence of injustice having been caused to Ms X, her father (Mr Y) or other residents.

Kent County Council (24 012 991)

Statement Upheld Residential care 14-Sep-2025

Summary: Miss X complained about the Council’s actions when her son, Mr Y, had to move from supported residential accommodation. We have found fault because the Council was too slow to act in trying to find new accommodation and failed to adequately assess Mr Y’s needs or provide sufficient information linked to his move. This caused Miss X and Mr Y significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make symbolic payments to Miss X and Mr Y. It will also provide reminders and guidance to relevant officers.

Belmont Healthcare (Wombwell) Limited (25 003 609)

Statement Closed after initial enquiries Residential care 11-Sep-2025

Summary: We will not investigate this complaint about the care provided to Ms X’s father, because we would be unlikely to be able to achieve a worthwhile outcome.

Westbourne Care Limited (25 002 825)

Statement Closed after initial enquiries Residential care 09-Sep-2025

Summary: We will not investigate this complaint about how the Care Provider treated Mr X when visiting his mother. There is insufficient evidence of fault in the actions of the Care Provider and we could not achieve a meaningful outcome by investigating the matter.

Stockport Metropolitan Borough Council (25 005 113)

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

Summary: We will not investigate this complaint about neglect in a care home. Substantive parts of Miss X’s concern were considered in court, and it would have been reasonable to include all concerns as part of that claim.

Athena Healthcare (New Brighton One) Limited (25 003 540)

Statement Closed after initial enquiries Residential care 04-Sep-2025

Summary: We will not investigate this complaint about privately arranged adult social care in a residential care home. We are satisfied with the action taken to waive half of the care fees. It is unlikely an Ombudsman investigation would reach a different outcome.

Oxfordshire County Council (24 018 578)

Statement Upheld Residential care 31-Aug-2025

Summary: Mrs X complained for her husband Mr X about his care in a council-funded care home. We found fault as care did not reflect Mr X’s preferences, he was not supported to walk, he had only infrequent showers and did not get enough opportunities to take part in activities he was interested in. The Council will apologise, make symbolic payments to reflect avoidable distress and complete a review by the quality assurance team.

Warwickshire County Council (25 003 060)

Statement Upheld Residential care 28-Aug-2025

Summary: We will not investigate this complaint about adult social care in a residential care home. This is because we are satisfied with the actions the care provider has taken in response to the complaint. It has accepted fault, apologised, and will learn lessons to improve service. It is unlikely an Ombudsman investigation would achieve anything further.

Gateshead Metropolitan Borough Council (23 006 504)

Statement Not upheld Residential care 27-Aug-2025

Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.