Surrey County Council (24 018 928)

Statement Closed after initial enquiries Safeguarding 02-Dec-2025

Summary: We will not investigate this complaint about the Council’s safeguarding enquiries relating to Mrs X’s daughter, Ms Y. We already investigated parts of the complaint. Some parts are late and there is not a good reason for Mrs X’s delay in bringing these matters to us. Complaints about the Council’s data-handling are best considered by the Information Commissioner. We could not achieve a meaningful outcome by investigating the remaining parts of the complaint.

Sefton Metropolitan Borough Council (24 018 961)

Statement Upheld Residential care 01-Dec-2025

Summary: Mrs B complained about the standard of care her mother, Mrs X, received when the Council organised a placement at Lakeside View Care Home. We uphold the complaint, having identified several areas of fault with the care provided to Mrs X, and inaccurate care records. There was also fault with the Council’s response to Mrs B’s complaint because it failed to acknowledge the distress caused by the Care Home’s actions. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment.

Essex County Council (25 000 645)

Statement Upheld Safeguarding 01-Dec-2025

Summary: Mr C complained about the way the Council carried out a safeguarding investigation about an incident involving his son, Mr D at a care facility. We found fault with the Council: it delayed excessively in completing the investigation, notifying Mr C of the outcome and its communication with him was poor throughout. The Council has offered to pay Mr C £500 and has improved its procedures for the future.

Norfolk County Council (25 000 699)

Statement Closed after initial enquiries Residential care 01-Dec-2025

Summary: We will not investigate this complaint about adult social care in a residential care home. This is because it is unlikely we would add to previous investigations or reach a different outcome.

Southampton City Council (25 006 087)

Statement Upheld Domiciliary care 01-Dec-2025

Summary: We will not investigate this complaint about alleged damage to a wardrobe, care calls being cut short and quality of care. Complaints about damage to property are for the courts. There is insufficient evidence of fault in the quality of care complaints. The Council has agreed to take action in relation to the complaint about care calls being cut short.

London Borough of Hackney (25 006 991)

Statement Upheld Assessment and care plan 01-Dec-2025

Summary: Mr C complains the Council and Trust failed to provide him with suitable care, respond to calls, and support him with his direct payments. We will not investigate the complaint as some of the complaints are late. The Council has acted to remedy other complaints and complete a new review. Further investigation by us would therefore not be proportionate.

Medway Council (25 007 147)

Statement Closed after initial enquiries Safeguarding 01-Dec-2025

Summary: We will not investigate this complaint about the Council’s decision not to conduct a safeguarding investigation concerning Ms X. This is because there is insufficient fault to warrant an investigation.

Westminster City Council (25 007 353)

Statement Closed after initial enquiries Safeguarding 01-Dec-2025

Summary: We cannot investigate this complaint about the Council’s adult safeguarding involvement in relation to Ms Y’s proposed marriage. The law prevents us from considering matters that have been considered in court.

West Northamptonshire Council (25 007 480)

Statement Closed after initial enquiries Direct payments 01-Dec-2025

Summary: We will not investigate Mr X’s complaint the Council provided contradictory information about his direct payment. There is not enough evidence of fault to justify our involvement.

London Borough of Ealing (25 010 257)

Statement Upheld Transport 01-Dec-2025

Summary: We upheld Mrs X’s complaint about the Council’s decision to refuse her Blue Badge application. The Council agreed to resolve the complaint by completing a review with information provided at appeal.