Walsall Metropolitan Borough Council (25 013 274)

Statement Closed after initial enquiries Residential care 17-Feb-2026

Summary: We cannot investigate this complaint about adult social care, because the care package was arranged and funded by the NHS.

Staffordshire County Council (25 007 820)

Statement Upheld Residential care 12-Feb-2026

Summary: Ms X complained a care home the Council commissioned for Mrs Y used restraint inappropriately, causing Mrs Y bruising and avoidable distress. We upheld the complaint. There was a failure to identify restraint was being used, a lack of staff knowledge, poor analysis of records and a failure to ensure the deprivation of Mrs Y’s liberty was authorised by the proper legal process. The care home’s complaint response was also inaccurate which caused Ms X avoidable distress and frustration. The Council will issue an apology, symbolic payments and provide evidence of improvements to the care home’s practices.

The Orders Of St. John Care Trust (25 000 898)

Statement Not upheld Residential care 09-Feb-2026

Summary: Mrs X complained about the quality of care provided to her mother, Ms Y, by The Orders of St John Care Trust when she resided in Goodson Lodge Care Centre. We found the Care Provider’s actions did not cause injustice to Ms Y.

Oxfordshire County Council (25 013 519)

Statement Closed after initial enquiries Residential care 28-Jan-2026

Summary: We will not investigate Miss X’s complaint about the standard of care staff delivered to her mother, Mrs Y, at the Council’s Care Home. This is because the complaint is late and there are no good reasons why Miss X did not complain to us sooner.

Durham County Council (25 004 835)

Statement Not upheld Residential care 27-Jan-2026

Summary: There was no fault in the way the Council commissioned care home supported the late Mrs Y.

Bupa Care Homes (GL) Limited (25 012 341)

Statement Upheld Residential care 27-Jan-2026

Summary: We will not investigate this complaint about the care and support provided to the complainant’s husband during a respite placement in a care home. The Care Provider agreed to resolve the complaint early by providing a proportionate remedy.

HC-One Limited (25 025 498)

Statement Upheld Residential care 27-Jan-2026

Summary: We will not investigate Mr X’s complaint about the Care Home failing to correctly administer medication to his father, Mr Y. This is because we would not be able to add to the Care Provider’s investigation and we would not be able to achieve the outcome Mr X wants.

Kirklees Metropolitan Borough Council (25 013 655)

Statement Closed after initial enquiries Residential care 22-Jan-2026

Summary: We will not investigate Mr X’s complaint about the Council’s commissioned Care Home and the care it delivered to his mother, Mrs Y. This is because there is insufficient evidence of fault by the Council, a further investigation would not lead to a different outcome and so we cannot achieve the outcome Mr X wants.

East Sussex County Council (25 004 520)

Statement Upheld Residential care 21-Jan-2026

Summary: Mr X complains on behalf of the late Mrs Z that the Council failed to keep adequate records regarding a fall from a hoist. Mr X says the Council delayed in advising of and completing a Deprivation of Liberty Safeguards assessment and failed to consider or record safeguarding concerns. Mr X also says the Council denied access to Mrs Z’s records. Mr X says this has caused the family significant distress. We have found fault in the Councils actions for delay in completing a Deprivation of Liberty Safeguards assessments and completing a safeguarding investigation. The Council has agreed to issue Mr X with an apology.

Welford Healthcare MC Ltd (24 022 122)

Statement Upheld Residential care 20-Jan-2026

Summary: Mrs Y complains about several aspects of the care delivered to her father, Mr W, whilst resident in Isle Court Nursing Home. We find the home did not properly document the change from respite to permanent care and did not record times when it said Mr W refused personal care. The care provider has also acknowledged it should have had a discussion with the family before serving notice to end Mr W’s placement. The care provider will make a symbolic payment and implement some service improvements.