Tanglewood Care Services Limited (25 017 230)

Statement Upheld Residential care 24-Jun-2026

Summary: Mr X complained the Care Provider did not correctly follow its falls policy following Mr Y's fall at the care home prior to his death. The Care Provider's actions in communicating with Mr X following the fall, the lack of clear and consistent falls procedures, and its complaint handling caused Mr X uncertainty, frustration and distress which is fault. The Care Provider will apologise and make a symbolic payment to Mr X and undertake service improvements to ensure there is a single, consistent falls policy and associated guidance in use across its services.

Sefton Metropolitan Borough Council (25 019 204)

Statement Closed after initial enquiries Residential care 24-Jun-2026

Summary: We will not investigate Ms X’s complaint about her sister’s belongings going missing at the Council’s commissioned Care Home where she resides. This is because we could not add to the previous investigation and a further investigation would not lead to a different outcome. There is also another body better placed to consider Ms X’s concerns.

Maria Mallaband Limited (25 010 583)

Statement Upheld Residential care 22-Jun-2026

Summary: There was fault on the part of the care provider which caused injustice to Mrs P. There were gaps in its compliance and recording of the post-falls protocol. There were also failings in personal care and meeting hydration needs. The care provider has already taken staps to improve aspects of care and record-keeping but in addition it should offer a refund of the fees paid in recognition that its failings caused distress for Mrs P and a payment to her family in acknowledgement of the distress caused to them.

Anchor Hanover Group (25 022 082)

Statement Upheld Residential care 22-Jun-2026

Summary: We will not investigate this complaint about the Care Provider not formally notifying Mrs Y’s family when she became a permanent resident of the care home. The Care Provider has already provided a suitable remedy, via its internal complaints process, for any injustice we would identify if we investigated the matter. Further investigation by us would not achieve a different outcome.

Priory CC130 Limited aka Care Concern Limited (25 008 436)

Statement Upheld Residential care 18-Jun-2026

Summary: Miss X complained about the quality of care her grandmother, Ms Y, received at the care home, which she says caused avoidable distress. We have found the Care Provider was at fault. In part, it has already apologised to Miss X. It has now agreed to share its findings and its service improvements with her. It will also make a further apology for issues not covered in its initial response.

Sefton Metropolitan Borough Council (25 024 060)

Statement Closed after initial enquiries Residential care 16-Jun-2026

Summary: We will not investigate Ms H’s complaint about the care her late partner Mr O received at a care home, including issues relating to falls and pressure area care. We are unlikely to find fault by the care home on the key issues. Also, some of the complaints are about old events and we are unlikely to be able to reach reliable conclusions about them now.

St. George's Hospital Limited (25 020 520)

Statement Closed after initial enquiries Residential care 15-Jun-2026

Summary: We will not investigate this complaint about the Care Provider increasing Mrs Y’s fees. Investigation by the Ombudsman is unlikely to lead to a different outcome.

Worcestershire County Council (25 012 805)

Statement Upheld Residential care 10-Jun-2026

Summary: Ms W complains about the care her father received at Haresbrook Park Care Home in the period before his death. We find the Council at fault for some parts of the care it commissioned. In addition to the service improvements already made, the Council has agreed to apologise and make a symbolic payment in recognition of the avoidable distress caused to Ms W.

Acorn Lodge Limited (25 008 747)

Statement Upheld Residential care 10-Jun-2026

Summary: Acorn Lodge Limited, was at fault for failing to carry out a review of Mrs Y’s care needs prior to issuing her with an eviction notice. The care provider has agreed to apologise and make a payment to remedy the injustice caused.

Hamberley Care (Enfield) Limited (25 009 224)

Statement Upheld Residential care 10-Jun-2026

Summary: There was fault by the Care Home in the quality of care it provided to Ms X’s late mother, Mrs Y and in the Care Provider’s complaint response. The Care Provider has apologised to Ms X, waived the care fees and made service improvements, which is an appropriate remedy for the distress caused.