Salford City Council (24 021 328)

Statement Upheld Residential care 03-Nov-2025

Summary: Mrs X complains on behalf of Mr Y the Council failed to advise of issues with Mr Y’s placement with a care provider. Mrs X complains the Council did not advise that Mr Y would not be allowed to return to his care provider’s property following being admitted to hospital. Mrs X also says the Council failed to ensure a member of staff was with Mr Y when he was admitted to hospital. Mrs X says this caused the family distress. We have found fault in the care providers actions in failing to advise the Council of issues with Mr Y’s behaviour and terminating his placement without notice. The Council has agreed to apologise to Mrs X and complete a service improvement.

North Yorkshire Council (24 023 479)

Statement Not upheld Residential care 03-Nov-2025

Summary: Mrs X complained the Council has failed to challenge care providers when they would not accept Miss Y into their care home because of her learning disability. We found there is no evidence of fault in the Council’s actions.

Oldham Metropolitan Borough Council (24 011 366)

Statement Upheld Residential care 31-Oct-2025

Summary: Ms F complained on behalf of her late mother about the care provided in the Council commissioned care home, Franklin House Care Home. We found some fault which caused distress to Ms F. The Council has agreed to apologise and make a symbolic payment to remedy this injustice.

Durham County Council (25 006 763)

Statement Closed after initial enquiries Residential care 22-Oct-2025

Summary: We will not investigate this complaint about residential care provided to Ms X’s mother because it is late.

Axelbond Limited (24 017 344)

Statement Upheld Residential care 20-Oct-2025

Summary: Mrs X complained about the care provided by the care home her father resided in before he passed away. We did not find fault with some aspects of how it handled her father’s deterioration. We found fault with the care home’s quality of daily case records and not appropriately recording reasons and evidence for specific decisions made when her father declined. This caused significant distress, frustration and uncertainty to Mrs X. The care home has agreed to apologise, make a symbolic payment to recognise the injustice, and improve its record keeping.

Wakefield City Council (25 005 928)

Statement Closed after initial enquiries Residential care 16-Oct-2025

Summary: We will not investigate this complaint about the care Mr X’s mother in law received at her care home before she passed away in September 2023. This is because the complaint is late and there are no good reasons to consider it now.

Evedale Care Limited (25 011 429)

Statement Closed after initial enquiries Residential care 16-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Care Provider’s actions following his mother’s death. The Care Provider investigated his concerns, upheld parts of the complaint, issued an apology, and took steps to improve its service. We could not add to the Care Provider’s response by investigating the matter further. It is also reasonable for Mr X to report the missing items to the police and pursue a claim in court.

Hartford Care (5) Limited (25 002 819)

Statement Closed after initial enquiries Residential care 15-Oct-2025

Summary: We will not investigate this complaint about private residential care because we could not add to any previous investigation, further investigation would not lead to a different outcome, and there is another body better placed to consider this complaint.

London Borough of Bexley (25 005 868)

Statement Closed after initial enquiries Residential care 13-Oct-2025

Summary: We will not investigate this complaint about the Council-commissioned Care Provider having arranged for Mrs Y to receive a vaccination. We could not achieve a meaningful outcome by doing so.

Leicestershire County Council (25 006 608)

Statement Closed after initial enquiries Residential care 13-Oct-2025

Summary: We cannot investigate this complaint about the Council’s placement of Mr X’s relative in a care home. The Council’s decision was considered in the Court of Protection. We have no power to consider matters decided in court.