London Borough of Merton (25 001 181)

Statement Closed after initial enquiries Other 30-Sep-2025

Summary: We cannot investigate this complaint about the Council’s actions as an appointed deputy of Ms X’s property and affairs. We also cannot investigate any matters in relation to the housing association. This is because it is not in our jurisdiction.

Gloucestershire County Council (25 001 580)

Statement Closed after initial enquiries Charging 30-Sep-2025

Summary: We will not investigate Ms X complaint about charging for adult social care because there is insufficient evidence of fault to justify our involvement.

London Borough of Ealing (25 003 295)

Statement Upheld Charging 30-Sep-2025

Summary: We have upheld Ms X’s complaint about the Council’s delay in assessing her mother, Mrs Y’s, contribution towards her care costs. The Council has agreed to take appropriate steps to remedy the uncertainty caused.

Derbyshire County Council (25 003 863)

Statement Closed after initial enquiries Safeguarding 30-Sep-2025

Summary: We will not investigate the Council’s responses to Mr X’s complaint about suffering hate and derogatory behaviour by his relative’s carers. This is because there is insufficient evidence of fault in the Council’s responses and there is no worthwhile outcome achievable.

London Borough of Croydon (25 006 960)

Statement Closed after initial enquiries Assessment and care plan 30-Sep-2025

Summary: We will not investigate Ms X’s complaint about the Council’s record-keeping because there is insufficient evidence of fault causing sufficient injustice to justify our involvement.

Nottinghamshire County Council (25 004 699)

Statement Closed after initial enquiries Assessment and care plan 30-Sep-2025

Summary: We will not investigate this complaint about adult social care. There is not enough evidence of fault in how the Council investigated safeguarding concerns and meets care and support needs. The Ombudsman cannot question or criticise the Council’s decisions where there is no fault in how they were made. If the complainant disagrees with what is in the best interests of the person receiving care they can ask the Court of Protection to decide.

Aethel Care Homes Ltd (24 014 381)

Statement Not upheld Charging 29-Sep-2025

Summary: Mrs Z, on behalf of her grandmother’s estate, complained a care provider failed to refund care charges and deposit after she died. The care home has closed and a winding up petition has been issued against the care provider. Administrators are now dealing with all outstanding liabilities and so we will discontinue our investigation as no worthwhile outcome can be achieved.

Gloucestershire County Council (24 019 097)

Statement Upheld Charging 29-Sep-2025

Summary: Mrs B complained that the Council failed to properly communicate with her about her mother’s care home fees, delayed issuing an invoice and unreasonably reported her to the Office of the Public Guardian. We find no fault in the way the Council told Mrs B about the amount she would need to pay, or its decision to report its concerns to the Office of the Public Guardian. But it delayed issuing an invoice, which caused Mrs B unnecessary distress. The Council has agreed to apologise to Mrs B and make service improvements.

London Borough of Redbridge (24 019 152)

Statement Upheld Charging 29-Sep-2025

Summary: There was fault by the Council because it failed to carry out a review of Mr X’s care needs in good time. This caused uncertainty that the Council fully understood his changing needs. The Council has a new policy to deal with people who are awaiting care need reviews, but it should also apologise to Mr X and his daughter who acts on his behalf, and make a symbolic payment to them both. There was no fault in how the Council handled the care charges. I have not investigated the other complaints brought on his behalf because these were not made to us on time.

Leeds City Council (24 019 392)

Statement Upheld Assessment and care plan 29-Sep-2025

Summary: Mrs Y complained the Council wrongly assessed Mr X’s care needs and did not pay for his care. She says this caused her unnecessary distress and financial strain. We find the Council at fault which caused Mrs Y limited injustice. We find the action taken by the Council has remedied the injustice caused.