London Borough of Redbridge (24 017 686)

Statement Upheld Charging 21-Oct-2025

Summary: Ms C complains the Council commissioned care provider, Bio Luminuex Healthcare Ltd, failed to provide suitable care and falsified records. Ms C also complains the Council failed to provide proper support for her mother, Mrs D, after she left a care home. The Council is at fault for failing to properly assess Mrs D’s needs before she returned to the community and for inadequate services it commissioned. To put things right the Council has agreed to waive an existing invoice of over £1700, apologise to Mrs D and Ms C for the distress and frustration its actions caused; and make service improvements which include the quality monitoring of the care provider.

Fylde Borough Council (25 001 285)

Statement Upheld Disabled facilities grants 21-Oct-2025

Summary: We have upheld Ms X’s complaint about poor communications by the Council in relation to works carried out under a disabled facilities grant. The Council has agreed to take appropriate action to remedy the uncertainty caused and to address Ms X’s outstanding concerns about the quality of the work done.

Blackburn with Darwen Council (24 012 497)

Statement Upheld Assessment and care plan 21-Oct-2025

Summary: Mrs C complained that the Council had significantly reduced her care and support hours without adequate justification, which was causing her and her husband significant distress and inconvenience. We found some fault in the second assessment in October 2024. But we also found that Mrs C has not taken up offers of reablement care to provide more evidence of her care and support needs. The Council has agreed to offer Mrs C a period of reablement care followed by a review of the assessment from October 2024.

Leicestershire County Council (24 016 108)

Statement Upheld Domiciliary care 21-Oct-2025

Summary: Mrs X complained the Council failed to ensure her mother, Mrs Y, had suitable care at home. The Council was at fault. It was also at fault in how it decided that it would not take action to safeguard Mrs Y’s welfare. The faults caused Mrs X significant distress and uncertainty, for which the Council will apologise and pay her £300. It will also issue a staff reminder to prevent similar fault in future.

Staffordshire County Council (24 017 165)

Statement Not upheld Assessment and care plan 21-Oct-2025

Summary: Ms C complains the Council has not assessed her care needs properly and Council commissioned care agencies were inadequate. There was no significant injustice caused by the care agencies commissioned by the Council and no fault in the Council’s decision to reduce services.

Leicestershire County Council (25 006 430)

Statement Closed after initial enquiries Safeguarding 21-Oct-2025

Summary: We will not investigate this complaint about decisions the Council made about Mrs X’s late mother’s care support. This is because further investigation would not lead to a different outcome.

Kingston Upon Hull City Council (25 006 701)

Statement Closed after initial enquiries Safeguarding 21-Oct-2025

Summary: We cannot investigate this complaint about how the Council handled Mr X’s safeguarding referrals relating to his partner. The Court of Protection is involved to consider the substantive issues. We could not achieve a more meaningful outcome in relation to parts of the complaint that would be separable.

Kent County Council (25 007 603)

Statement Closed after initial enquiries Charging 21-Oct-2025

Summary: We will not investigate Mr X’s complaint about client contribution payments he made towards homecare he received between August 2020 and October 2021. This is because this complaint is late and there is no good reason to exercise our discretion and investigate.

Surrey County Council (25 007 620)

Statement Closed after initial enquiries Assessment and care plan 21-Oct-2025

Summary: We will not investigate this complaint about the support provided to Miss B by the Council. The complaint is late and there are no good reasons to investigate now.

Staffordshire County Council (25 008 069)

Statement Closed after initial enquiries Transport 21-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision not to renew his organisational blue badge. There is not enough evidence of fault to justify investigating.