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.

Lancashire County Council (24 018 042)

Statement Not upheld Residential care 24-Nov-2025

Summary: The Council commissioned care provider was not at fault for the way it served Mr X notice on his residential care placement and was not at fault for the way it considered his reasonable adjustments.

Medway Council (24 021 573)

Statement Upheld Residential care 24-Nov-2025

Summary: The Council was at fault for the poor standard of care Mrs X received in Frindsbury Hall, a Council commissioned Care Home. The Care Home failed to carry out some of Mrs X’s care in line with her care plan. This has caused distress, frustration and uncertainty about the care Mrs X was receiving and impacted Mrs X’s dignity. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused. It has also agreed to provide us with a copy of its follow up visit to the Care Home from November 2025.

Bupa Care Homes (CFHCare) Limited (25 001 947)

Statement Closed after initial enquiries Residential care 24-Nov-2025

Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.