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.

Bournemouth, Christchurch and Poole Council (25 008 714)

Statement Upheld Residential care 14-Jan-2026

Summary: We will not investigate this complaint about the quality of respite care. This is because the Council has already accepted fault by the Care Provider it commissioned, taken action to remedy the injustice caused and recommended service improvements. Further investigation by us would not achieve a more meaningful outcome.

Barchester Healthcare Homes Limited (24 022 879)

Statement Upheld Residential care 12-Jan-2026

Summary: The Care Provider failed to update Mrs Y’s care plan to reflect a change in her care needs around continence. There was also a failure to ensure Mrs Y saw a chiropodist regularly. This caused avoidable distress for which the Care Provider has apologised, completed staff training and introduced a new policy around continence care. This action is appropriate and so there is no need for us to make any recommendations. We did not uphold complaints about poor oral care or a failure to obtain treatment for a urine infection.

Green Lane Care Centre (25 010 204)

Statement Closed after initial enquiries Residential care 09-Jan-2026

Summary: We cannot investigate this complaint as it is outside our jurisdiction. Mr X’s care was arranged and funded by the NHS and so the complaint can be investigated by the Health Services Ombudsman.

Southside Partnership (25 015 368)

Statement Closed after initial enquiries Residential care 08-Jan-2026

Summary: We will not investigate Mr X’s complaint about the Care Provider not being able to provide him with a narrative for his late sister’s holidays. This is because the complaint is late and there are no good reasons why Mr X did not complain sooner. Furthermore, we would not be able to add to the Care Provider’s investigation.

Care UK Care Services Limited (25 011 335)

Statement Closed after initial enquiries Residential care 08-Jan-2026

Summary: We will not investigate Ms X’s complaint about the residential care provided to her mother Ms Y. There is insufficient significant injustice to Ms X and Ms Y caused by the matters complained of to warrant us investigating. An investigation by us would not achieve a different outcome than that provided by the care provider.