Recent statements in this category are shown below:
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Ideal Carehomes (Number One) Limited (24 019 815)
Statement Upheld Residential care 30-Mar-2026
Summary: We partially upheld a complaint from Mrs B about care provided to her mother, Mrs C, by the Care Provider. We found fault in the Care Provider’s record keeping around cuts and other wounds Mrs C sustained while living in one its care homes. We also raised concerns about the procedure followed by the Care Provider when it gave Mrs C notice to leave the care home. While Mrs C subsequently died, we considered these faults caused injustice to Mrs B as distress. So, we recommended action we wanted the Care Provider to take to remedy that injustice and improve its service for others. The Care Provider said it agreed our recommendations.
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Greensleeves Homes Trust (25 017 430)
Statement Upheld Residential care 30-Mar-2026
Summary: We will not investigate Miss X’s complaint about how the Care Home responded to her father, Mr Y, becoming acutely unwell. This is because the Care Provider accepted it acted with fault, implemented service improvements to prevent a recurrence of fault and apologised to Miss X which was appropriate. We therefore could not add to its previous investigation.
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Liverpool City Council (25 018 370)
Statement Closed after initial enquiries Residential care 30-Mar-2026
Summary: We will not investigate this complaint about the standard of care Mr X received in a residential home. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.
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Lancashire County Council (25 030 007)
Statement Closed after initial enquiries Residential care 30-Mar-2026
Summary: We will not investigate this complaint about the conduct of a former employee of the Council during a meeting in November 2020. This is because the complaint is late and there are no good reasons to investigate now.
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Wakefield Metropolitan District Council (25 001 436)
Statement Upheld Residential care 29-Mar-2026
Summary: Mrs X complained about the standard of care the Council commissioned care home provided to her late mother. We found fault as the care home did not properly consider her mother’s nutritional and fluid intakes after recurrent infections. We also found fault with the care home’s records and inconsistent accounts about the day Mrs X’s mother passed away. This caused significant frustration, uncertainty and distress for Mrs X. The Council agreed to apologise to Mrs X, pay a symbolic payment to recognise the injustice and take action to ensure the care home reviews its practices with care records.
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Statement Upheld Residential care 26-Mar-2026
Summary: We will not investigate Miss X’s complaint about how the Care Home provided poor care to her late grandfather, Mr Y and poorly communicated with his family. This is because we could not add to the Care Provider’s previous investigation.
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Avery Homes (Nelson) Limited (25 000 857)
Statement Upheld Residential care 25-Mar-2026
Summary: Ms X complained about the standard of care provided to her late relative, Mrs Y, by the Care Provider where she lived. We found the actions of the Care Provider caused avoidable injustice to both Mrs Y and Ms X. To remedy this injustice, the Care Provider has agreed to apologise to Ms X.
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Statement Upheld Residential care 25-Mar-2026
Summary: Mrs B complained about aspects of care received by her mother in the final months of her life when she lived in one of the Care Provider’s care homes. We found some evidence the Care Provider was at fault, in particular around meals served to the complainant’s mother. But we also found the Care Provider had offered suitable apologies and taken measures to avoid a repeat. We completed our investigation therefore, finding there was no unremedied injustice caused to Mrs B.
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Care UK Care Services Limited (25 020 590)
Statement Closed after initial enquiries Residential care 20-Mar-2026
Summary: We will not investigate Mr X’s complaint about the Care Home’s poor communication in relation to his wife, Mrs X’s, respite care. This is because there is insufficient evidence of fault by the Care Provider and any injustice is not significant enough to warrant an investigation.
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Coverage Care Services Limited (25 019 455)
Statement Closed after initial enquiries Residential care 19-Mar-2026
Summary: We will not investigate Mrs X’s complaint about the Care Home acting poorly in relation to her concerns about residents disturbing her mother at the Care Home. This is because we could not add to the Care Provider’s previous investigation.