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.

Barchester Healthcare Homes Limited (24 018 019)

Statement Upheld Residential care 20-Jan-2026

Summary: There was fault on the part of the care provider which led to actual suffering and distress for Mr X and distress for Mrs X. The care provider acknowledges fault in its record keeping and offers a goodwill payment. It should make a more significant payment to reflect the injustice caused by its actions.

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.

Wirral Metropolitan Borough Council (25 010 308)

Statement Closed after initial enquiries Residential care 16-Jan-2026

Summary: We will not investigate Mr X’s complaint about a Council commissioned care provider. This is because the complaint is late and there are no good reasons why he did not complain to us sooner.

North East Lincolnshire Council (24 015 586)

Statement Upheld Residential care 15-Jan-2026

Summary: Mrs K complained about the way Care Plus Group moved her husband, Mr H, to The Old Library Residential Home. We consider CPG acted with fault when it moved him, which caused her distress and frustration. The Old Library then did not use the right equipment to transfer Mr H. It also caused Mrs K uncertainty from its poor record keeping. The CPG and The Old Library have agreed to apologise and take action to remedy her injustice.

Barchester Healthcare Homes Limited (24 022 310)

Statement Upheld Residential care 14-Jan-2026

Summary: Ms X complained on her own behalf and that of her mother, Mrs Y, that the Care Provider failed to properly care for their late father and husband and says its actions contributed to his death. There was fault by the Care Provider which caused Ms X and Mrs Y distress and uncertainty. The Care Provider has agreed to apologise and make a symbolic payment. The Care Provider has also agreed to make a service improvement and provide evidence of service improvements it has already carried out.