Caldwell & Beling Ltd (25 001 354)

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

Summary: We will not investigate this complaint about the Care Provider’s decision to place restrictions on Ms Y’s visits to see her partner, Mr Y. We could not achieve a meaningful outcome by investigating the matter as there is insufficient evidence of fault by the Care Provider.

Sanctuary Care Limited (25 002 305)

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

Summary: We will not investigate Mrs X’s complaint, made on behalf of Mrs Y, about how care home staff dealt with the loss of Mrs Y’s jewellery and changed her carer. Investigation of the jewellery matter would not add to the investigations by the Care Provider and the police nor lead to a different outcome. There is insufficient significant injustice caused by the Care Provider not reporting the jewellery loss to police to warrant us investigating. There is not enough evidence the changes to Mrs Y’s carer, or how the Care Provider changed the carer, caused sufficient significant injustice to warrant investigation.

Athena Healthcare (LSA One) Limited (24 010 027)

Statement Upheld Residential care 31-Jul-2025

Summary: Mrs A complained about the standard of care and treatment in the care home where her mother Mrs X was resident. There is no evidence of fault in the standards of care and treatment but there was a delay in providing a prompt response to Mrs A’s complaint, for which the care provider has apologised

Greensleeves Homes Trust (24 014 764)

Statement Upheld Residential care 30-Jul-2025

Summary: Mrs X complained that the care provider failed to safeguard her elderly mother Mrs A against abuse by a carer and also failed to take appropriate action afterwards. The evidence shows the care provider was at fault; the actions of the carer caused Mrs A significant distress and the care provider did not respond properly. The care provider will now take action to recognise Mrs A’s distress and review its processes for responding to allegations.

Wyndham Court Limited (24 015 295)

Statement Upheld Residential care 30-Jul-2025

Summary: Mrs X complained that the care provided by the Care Home was poor and did not meet her father’s needs as an elderly person with dementia. We found fault with the Home in that Mr Y’s care plan was not reviewed and updated when incidents occurred or his needs changed. This caused injustice to Mrs X and Mr Y in terms of uncertainty, distress, and unmet needs. The Care Provider has agreed to our recommendations to remedy this injustice.

Ms K A Rogers (24 016 378)

Statement Not upheld Residential care 30-Jul-2025

Summary: Miss X complained about aspects of care provided to her relative Mr Y in a residential care home which she said caused Mr Y physical and psychological harm. We have ended this investigation because further investigation would not achieve anything more.

Ocean Hill Lodge Limited (25 003 176)

Statement Closed after initial enquiries Residential care 30-Jul-2025

Summary: We will not investigate this complaint about the failings in care provided by Ocean Hill Lodge. The matters are best dealt with by the court.

Northumberland County Council (23 016 680)

Statement Upheld Residential care 28-Jul-2025

Summary: Mrs Y complained about the care the Council arranged for her mother, Mrs X, in late 2022. There was fault in how the Care Home, on behalf of the Council, cared for Mrs X. This caused significant avoidable distress and uncertainty for Mrs Y and Mrs X’s husband. The Council agreed to apologise and make a symbolic payment to Mrs X’s close family.

Lancashire County Council (25 000 721)

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

Summary: We will not investigate this complaint about the quality of care in a care home. We could not achieve anything meaningful by investigating the matter further.

Russettings Care Limited (24 014 108)

Statement Upheld Residential care 23-Jul-2025

Summary: Ms D complains the Care Provider failed to move her father to a less expensive room, provided substandard accommodation, and did not properly care for him. The Care Provider is at fault for failing to provide satisfactory accommodation, charging for services not provided, losing items and shortfalls in care. This has caused a financial loss to the estate, uncertainty and distress to Ms D. The Care Provider has remedied some faults and following our investigation has agreed to make Ms D a symbolic payment and service improvements.