London Borough of Bromley (24 022 926)

Statement Upheld Assessment and care plan 31-Mar-2026

Summary: The Council was not at fault for the action it took to meet Mrs X’s needs when she moved into its area. However, when she moved out of the Council’s area, it should have continued delivering her care until the new authority accepted responsibility. It did not do so, for which it was at fault. Mrs X suffered distress, which the Council has agreed to recognise with an apology and a symbolic payment. It will also take steps to improve its service.

Sheffield City Council (25 015 104)

Statement Upheld Charging 31-Mar-2026

Summary: We will not investigate this complaint about poor care provided by a care provider. The Council provided a proportionate remedy so an investigation would not achieve more for Mrs X and Mr and Mrs Y.

London Borough of Lewisham (25 016 208)

Statement Closed after initial enquiries Transport 31-Mar-2026

Summary: We will not investigate this complaint about Miss X’s Blue Badge application. This is because there is not enough evidence of fault, in the Council’s decision, to justify investigating.

London Borough of Barnet (25 018 992)

Statement Closed after initial enquiries Transport 31-Mar-2026

Summary: We will not investigate this complaint about a Blue Badge application. This is because there is not enough evidence of fault to warrant our involvement.

Norfolk County Council (25 021 522)

Statement Closed after initial enquiries Other 31-Mar-2026

Summary: We will not investigate Mr X’s complaint about the care provided to him by Norfolk County Council, Norfolk and Suffolk NHS Foundation Trust and NHS Norfolk and Waveney Integrated Care Board. This is because an investigation would be unable to achieve the outcomes he is seeking.

Shropshire Council (25 027 338)

Statement Closed after initial enquiries Disabled facilities grants 31-Mar-2026

Summary: We will not investigate this complaint about the Council’s decision on Ms X’s Disabled Facilities Grant application. This is because there is not enough evidence of fault, in how the Council decided the matter, to justify investigation.

Ideal Carehomes (Number One) Limited (24 019 815)

Statement Upheld Residential care 30-Mar-2026

Summary: We partially upheld a complaint from Mrs B about care provided to her mother, Mrs C, by the Care Provider. We found fault in the Care Provider’s record keeping around cuts and other wounds Mrs C sustained while living in one its care homes. We also raised concerns about the procedure followed by the Care Provider when it gave Mrs C notice to leave the care home. While Mrs C subsequently died, we considered these faults caused injustice to Mrs B as distress. So, we recommended action we wanted the Care Provider to take to remedy that injustice and improve its service for others. The Care Provider said it agreed our recommendations.

Hertfordshire County Council (25 002 954)

Statement Upheld Charging 30-Mar-2026

Summary: Mrs X complained the Council reneged on a promise to waiver costs incurred for her mother’s care in the period before it decided her financial assessment. We do not find the Council at fault for charging for Mrs X’s mother’s care for this period. This is because its decision is in keeping with the relevant statutory guidance. We did find fault by the Council because it raised Mrs X’s expectations that it would not charge her for her mother’s care costs for this period. This caused Mrs X avoidable distress and uncertainty. The Council agreed to apologise and make Mrs X a symbolic payment.

London Borough of Bexley (25 005 736)

Statement Upheld Assessment and care plan 30-Mar-2026

Summary: Miss X complained on behalf of her grandmother and her family. She complained the Council failed to carry out proper assessments to establish her grandmother’s mental capacity and care needs. She also complained it did not complete carers’ assessments for members of Mrs Y’s family. We found fault by the Council on all matters. The Council agreed to apologise and make a symbolic payment to Mrs Y and her family in recognition of the injustice caused to them.

Suffolk County Council (25 007 186)

Statement Upheld Assessment and care plan 30-Mar-2026

Summary: The Council was at fault in delaying the review of Ms X’s Care and Support Plan and in assessing her for, and arranging, adaptations to her bathroom. The Council did not unfairly restrict her access to its services. The Council should agree to apologise to Ms X and make her symbolic payments to acknowledge the injustice caused.