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.

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.

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.

Macc Care (Stafford) Limited (25 006 402)

Statement Upheld Residential care 09-Jun-2026

Summary: We have not found fault in the way the care home provided personal care to Ms C. However, there were two incidents witnessed by Ms C’s family and friends which were not properly recorded and, in one of the incidents, care was not provided in line with the care plan.

Redwood Tower UK Opco 1 Limited (25 009 302)

Statement Upheld Residential care 04-Jun-2026

Summary: Mrs X complained on behalf of her late father, Mr Y about the care he received whilst at Beckenham Park Care Home. Mrs X said the care home failed to call a doctor despite requests to do so and allowed Mr Y’s physical condition to deteriorate significantly. We find the care home at fault, causing significant upset and distress. The care provider has agreed to apologise and make a symbolic payment in recognition of the injustice.

Sheffield City Council (25 024 141)

Statement Upheld Residential care 04-Jun-2026

Summary: We will not investigate Miss X’s complaint about the Council’s commissioned Nursing Home and the poor care it provided to her late relative. This is because we could not add to the Council’s previous investigation and a further investigation would not lead to a different outcome.

Kent County Council (25 012 016)

Statement Upheld Residential care 01-Jun-2026

Summary: Mrs C complained about the care her father, Mr D received at the end of his life in a Council-funded care home. We have found fault with the Care Provider. In addition to the action already taken to improve the Care Provider’s procedures, the Council has agreed to apologise to Mrs C, make a symbolic payment and ensure the Care Provider notifies the Council in future of complaints made about the care provided to Council-funded residents.

Northumberland County Council (25 013 045)

Statement Upheld Residential care 28-May-2026

Summary: The Council commissioned Care Home was at fault for the delay telling Mr X about his father’s condition deteriorating and that he was taken by ambulance to the hospital. The Care Home has apologised for the distress caused and made service improvements to prevent it happening again.