East Sussex County Council (25 012 563)

Statement Upheld Assessment and care plan 29-Sep-2026

Summary: We have found that there was a delay in the appointment of a care worker and delays in the carer’s payment and the completion of a CHC checklist. We have not found fault regarding the safeguarding enquiry minutes nor the request for a backdated payment. The delays have caused distress and the Council has apologised and agreed to pay a symbolic sum.

Country Court Care Homes 6 Limited (25 018 061)

Statement Upheld Residential care 29-Sep-2026

Summary: Mr X complained Baycroft Flitwick Care Home wrongly refused to allow Ms Y to return to the Care Home when she was fit to be discharged from hospital. He complains the Care Home did not discuss concerns about Ms Y’s behaviour, her care needs, or its intention to terminate her placement with the family before making this decision. We found the Care Home’s failure to document the decision to terminate Ms Y’s placement and the reasons for it, or to give formal written notice to Ms Y or her family is fault. This has caused Ms Y and her family distress and uncertainty.

London Borough of Sutton (25 018 392)

Statement Not upheld Safeguarding 29-Sep-2026

Summary: Ms B complains the Council did not take action about the concerns she raised about the NHS’s actions in relation to her son. It also delayed referring for advocacy. There was a delay in the Council making an advocacy referral. But this did not cause a significant injustice, as an advocate was in place by the time of a Care Act review.

Warwickshire County Council (25 020 105)

Statement Upheld Assessment and care plan 29-Sep-2026

Summary: The Council was at fault for how it assessed Ms X’s care needs. This meant she had to wait longer than she should have for a package of care. The Council agreed to apologise and make a payment to Ms X for the avoidable distress caused.

Surrey County Council (25 021 508)

Statement Upheld Safeguarding 29-Sep-2026

Summary: There was some delay on the part of the Council in obtaining information as part of a historic safeguarding complaint and that caused distress and frustration for Mrs T. The Council agrees to apologise for that delay.

London Borough of Sutton (25 022 614)

Statement Upheld Safeguarding 29-Sep-2026

Summary: The Council was not at fault for deciding to allow an estranged relative to visit their family member in a care home. There was some fault by the Council in its level of communication but it has offered a suitable remedy for any injustice caused.

Milton Keynes Council (25 025 319)

Statement Closed after initial enquiries Transition from childrens services 29-Sep-2026

Summary: We will not investigate this complaint about changes to Direct Payments when Mr Y transitioned to Adult Social care. This is because further investigation would not lead to a different outcome.

Surrey County Council (25 026 383)

Statement Closed after initial enquiries Assessment and care plan 29-Sep-2026

Summary: We will not investigate this complaint about an adult social care assessment. There is not enough evidence of fault by the Council, even though the complainant disagrees. It is unlikely we would add to the Council’s investigation or reach a different outcome. The complainant wanted a reassessment; the Council already offered this if the person using the service agreed.

Hertfordshire County Council (25 026 410)

Statement Upheld Other 29-Sep-2026

Summary: Mrs B complained that the organisations failed to provide a specialist chair for her father, Mr C, which he needed as part of his Section 117 aftercare, which is jointly funded by the Council and ICB. We have upheld Mrs B’s complaint about the Council, as the Council has proposed actions which resolve the outstanding issues.

London Borough of Redbridge (25 026 819)

Statement Closed after initial enquiries Charging 29-Sep-2026

Summary: We will not investigate Ms X’s this complaint that the Council did not inform her of care charges. Ms X’s complaint is late, and it was reasonable for her to have complained sooner