Recent statements in this category are shown below:
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Newgrange of Cheshunt Limited (26 014 609)
Statement Closed after initial enquiries Residential care 15-Sep-2026
Summary: We will not investigate this complaint about Ms X’s relative’s care in 2022. This is because the complaint is late and there are no good reasons to investigate.
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Roseacre Care Ltd (25 017 096)
Statement Not upheld Residential care 10-Sep-2026
Summary: Mrs X complained about the care provider’s handling of Mr Y’s care. She said this caused her family avoidable distress. She would like the care provider to make service improvements. We have ended our investigation because there is no worthwhile outcome achievable by our investigation.
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Indigo Care Services Limited (26 000 536)
Statement Closed after initial enquiries Residential care 09-Sep-2026
Summary: We will not investigate a complaint about the care a Nursing Home provided to one of its residents. It is unlikely an investigation would find fault.
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Royal Borough of Kensington & Chelsea (25 006 495)
Statement Upheld Residential care 08-Sep-2026
Summary: Mr Y complained about the way Acton Care Centre, commissioned by the Council, provided care to his late mother-in-law (Mrs X) and acted following her fall. Mr Y also said the care provider Gold Care Homes failed to respond to his complaint. We found fault with the Council for its failure to ensure its commissioned care home met all the fundamental standards of care. The Council’s fault caused injustice to Mr and Mrs Y. The Council has agreed to apologise and make symbolic payments to Mr and Mrs Y to acknowledge their distress. The Council has also agreed to work with the care provider to ensure service improvements.
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West Northamptonshire Council (25 027 501)
Statement Upheld Residential care 08-Sep-2026
Summary: Miss X complained the care home failed to properly communicate with her about Mr X’s care and failed to meet her agreed reasonable adjustments. The Council was at fault, causing distress and upset. The Council has agreed to apologise to Miss X, make a payment to recognise the injustice and agree new reasonable adjustments.
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Statement Closed after initial enquiries Residential care 08-Sep-2026
Summary: We will not investigate this complaint about social care support provided by the Council. This is because this is not enough evidence of fault to warrant our involvement.
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Suffolk County Council (25 024 403)
Statement Upheld Residential care 06-Sep-2026
Summary: Miss B complained that a Council-funded care home failed to provide appropriate or timely care to her father, Mr C in the last few weeks of his life. She also complained that it failed to communicate properly with the family during this period. We found the Council-funded care home at fault. The Council has agreed to apologise to Miss B and make a symbolic payment to her.
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Leeds City Council (26 008 722)
Statement Closed after initial enquiries Residential care 03-Sep-2026
Summary: We will not investigate Miss X’s complaint about how the Council made a best interest decision to place Ms Y in a care home. It is reasonable to expect Miss X to challenge the Council’s decision at the Court of Protection.
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Statement Closed after initial enquiries Residential care 01-Sep-2026
Summary: We will not investigate this complaint about how the Care Provider handled Mrs X’s complaint. It is not proportionate for us to investigate complaint-handling in isolation when we are not also investigating the substantive matter.
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Premiere Care (Southern) Limited (25 028 437)
Statement Upheld Residential care 26-Aug-2026
Summary: We will not investigate Mr X’s complaint about the Care Home causing injury to his late mother, Mrs Y and failing to recognise the injury. This is because we could not add to the Care Provider’s investigation.