Herefordshire Council (25 011 334)

Statement Upheld Assessment and care plan 11-Aug-2026

Summary: The Council failed to respond appropriately to requests from a family struggling in their caring role. It delayed addressing escalating risks, failed to coordinate Mr Y’s case effectively and did not ensure continuity of support. It also failed to complete a carer’s assessment. This caused prolonged stress and uncertainty for the family and had a significant impact on Mr Y’s mother and a teenage sibling.

Seaham Care Limited (25 012 758)

Statement Upheld Charging 11-Aug-2026

Summary: We will not investigate this complaint that the Care Provider failed to repay an overpayment it owed Mrs Z. The Provider repaid the money during our investigation. Further investigation would achieve nothing worthwhile.

North Tyneside Metropolitan Borough Council (25 013 003)

Statement Upheld Charging 11-Aug-2026

Summary: Mr X complained on behalf of his grandmother, Mrs X, that the Council gave incorrect advice and wrongly charged for her care. Mrs X was overcharged because the Council failed to action a request to cancel visits. During the investigation, the Council accepted fault, apologised, applied a credit of £367.64 to Mrs X's account, issued a revised invoice and reminded staff to clearly explain financial assessments, care package implementation and charging arrangements before care begins. I am satisfied these actions provide a suitable remedy for the injustice caused and make no further recommendations.

Cambridgeshire County Council (25 018 023)

Statement Upheld Assessment and care plan 11-Aug-2026

Summary: Mr X complained the Council removed Mr Y’s disturbed night carer without following a proper process. This meant Mr X had to step in to provide care to Mr Y at night. We found the Council’s failure to ensure funding continued to enable Mr X to pay for Mr Y’s night care is fault. This fault caused Mr X and Mr Y an injustice. The Council will apologise and make payments to Mr X and Mr Y.

Brighton & Hove City Council (26 009 834)

Statement Closed after initial enquiries Assessment and care plan 11-Aug-2026

Summary: We will not investigate this complaint about the Council’s provision of care and support to Mr X and Mr Y. This is because the complaint is late and there is no good reason to exercise discretion.

London Borough of Bromley (25 030 286)

Statement Upheld Charging 11-Aug-2026

Summary: The Council was at fault for failing to provide an appropriate choice of accommodation and for not assessing Mr Y’s capacity or the impact on Mr Y’s well-being of moving care home. The Council has agreed to apologise to Mrs X, pay Mr Y’s care fees and assess whether Mr Y can move care home.

Peterborough City Council (25 030 672)

Statement Closed after initial enquiries Transport 11-Aug-2026

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

West Sussex County Council (25 024 205)

Statement Closed after initial enquiries Assessment and care plan 11-Aug-2026

Summary: We will not investigate Mr X’s complaint about the Council ending his daughter, Y’s, day care provision. This is because it is late.

Wakefield Metropolitan District Council (25 013 559)

Statement Upheld Other 10-Aug-2026

Summary: The Council was at fault for the delay in providing overnight respite care for Mr Y and for failing to properly investigate and respond to all of Ms X's complaints about the respite provider. As a result, Ms X was left without the benefit of overnight respite for a prolonged period and experienced additional stress, frustration and uncertainty.

Sanctuary Care Limited (25 014 574)

Statement Upheld Residential care 10-Aug-2026

Summary: The Care Provider was at fault for damaging and losing Mrs Y’s clothing. This caused Mrs X frustration and financial costs for replacing the clothing. It was also at fault for one occasion when it delayed washing and dressing Mrs Y and for a delayed complaint response to Mrs X. The Provider has already offered Mrs X a payment which is a suitable remedy for the frustration the faults caused. The Provider was not at fault for its actions after Mrs Y fell and for the hygiene and personal care it provided to Mrs Y.