West Sussex County Council (24 009 730)

Report Upheld Transport 17-Sep-2025

Summary: Mrs C complained the Council failed to properly consider the decision to remove funding for transport to day support for her son, Mr D, because he had a Motability car. Mrs C says the Council’s decision has resulted in added pressure on her and her husband; and costs neither they, nor Mr D, can meet.

London Borough of Enfield (24 009 582)

Statement Upheld Charging 16-Sep-2025

Summary: Mr X complained about Mr Y’s care charges. Mr X said Mr Y was caused distress by a large, unexpected bill. We find the Council at fault for not recording its decision making or acting on Mr X’s request for the care hours to be reduced. The Council has agreed to apologise and waive the charges.

Haven Care Solutions Limited (24 012 911)

Statement Not upheld Domiciliary care 16-Sep-2025

Summary: Ms A complains the care provider failed to act promptly when her mother Mrs X fell in the bath. We do not find fault with the actions of the care provider. This was an unwitnessed fall and the safeguarding alert was not pursued by the Council.

Norfolk County Council (24 016 539)

Statement Upheld Transition from childrens services 16-Sep-2025

Summary: Ms D complains the Council failed to provide suitable support to her and safeguard her. The Council is at fault for failing to make proper transition arrangements for Ms D, to consider safeguarding alerts and for failing to complete carers’ assessments. This has caused uncertainty about whether Ms D and her family would have had services earlier which would have met their needs more suitably and reduced the distress caused by the Council’s lack of action. To remedy the complaint the Council will, apologise to Ms D and her family, make symbolic payments and service improvements.

Wakefield City Council (24 017 615)

Statement Upheld Residential care 16-Sep-2025

Summary: Mrs X complained about the way Rosedale Care Services (Yorkshire) Limited responded to her concerns about the incident which happened to her mother when she was receiving residential care in the Sycamores Care Home. We found fault with the Council for not ensuring the care provider, delivering services on its behalf, kept proper records. This caused injustice to Mrs X and her brother. The Council has agreed to apologise and request some service improvements from Highgate Care Services Limited, which succeeded Rosedale Care Services (Yorkshire) Limited.

Churchfields Care Home Limited (24 021 535)

Statement Upheld Charging 16-Sep-2025

Summary: Mr X complained that the Care Provider did not pass on Funded Nursing Care (FNC) contribution payments by deducting these from his wife’s (Mrs X) care home fees. We found the Care Provider was at fault as the care home agreement with Mrs X was silent on FNC and how these NHS-based contributions are treated against its overall fee structure and the services contractually agreed. This caused Mr and Mrs X uncertainty with respect to how the care home agreement operated. The Care Provider has agreed to apologise to remedy the uncertainty caused.

Redcar & Cleveland Council (25 002 984)

Statement Closed after initial enquiries Charging 16-Sep-2025

Summary: We will not investigate Mrs X’s complaint that the Council failed to tell her and her husband that he would have to contribute towards the cost of his care. There is not enough evidence of fault or injustice to warrant an investigation.

Cambridgeshire County Council (25 000 924)

Statement Closed after initial enquiries Charging 16-Sep-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision that his relative, Ms Y, deprived herself of assets in order to reduce care charges. There is insufficient evidence of fault in the Council’s decision-making to warrant an investigation.

Plymouth City Council (23 013 813)

Statement Upheld Assessment and care plan 16-Sep-2025

Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.

London Borough of Tower Hamlets (25 006 761)

Statement Closed after initial enquiries Transport 16-Sep-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse him a Blue Badge. This is because it is unlikely we would find fault in the Council’s decision making.