Royal Borough of Kensington & Chelsea (25 006 495)

Statement Upheld Residential care 08-Sep-2026

Summary: Mr Y complained about the way Acton Care Centre, commissioned by the Council, provided care to his late mother-in-law (Mrs X) and acted following her fall. Mr Y also said the care provider Gold Care Homes failed to respond to his complaint. We found fault with the Council for its failure to ensure its commissioned care home met all the fundamental standards of care. The Council’s fault caused injustice to Mr and Mrs Y. The Council has agreed to apologise and make symbolic payments to Mr and Mrs Y to acknowledge their distress. The Council has also agreed to work with the care provider to ensure service improvements.

Coventry City Council (25 016 429)

Statement Upheld Charging 08-Sep-2026

Summary: The Council was at fault for the delay in completing Mr Y’s financial assessment, but its remedy was appropriate. I found no fault in the care assessment or care planning, so there is no further role for this office.

London Borough of Croydon (25 017 333)

Statement Upheld Assessment and care plan 08-Sep-2026

Summary: Mr X complained on behalf of his mother, Mrs Y, about the Council’s failure to respond to his requests for respite care for her. The Council was at fault for failing to respond to one request and delaying in responding to another. It also delayed in responding to his complaint. This caused Mr X and Mrs Y frustration, uncertainty and to miss out on respite. The Council should apologise and make a symbolic financial remedy to recognise this.

Leeds City Council (25 017 503)

Statement Upheld Charging 08-Sep-2026

Summary: Ms X complained on behalf of Miss Y about the way the Council dealt with Miss Y’s transition from children’s services to adult social care. The Council was at fault for delaying in discussing care and funding options when the staying put arrangement was due to expire. This caused Ms X uncertainty. The Council should apologise and make a symbolic payment to recognise this.

Wiltshire Council (25 024 671)

Statement Closed after initial enquiries Charging 08-Sep-2026

Summary: We will not investigate Ms X’s complaint about recovery of care costs. There is not enough evidence of fault to justify investigating.

West Northamptonshire Council (25 027 501)

Statement Upheld Residential care 08-Sep-2026

Summary: Miss X complained the care home failed to properly communicate with her about Mr X’s care and failed to meet her agreed reasonable adjustments. The Council was at fault, causing distress and upset. The Council has agreed to apologise to Miss X, make a payment to recognise the injustice and agree new reasonable adjustments.

Cornwall Council (26 000 694)

Statement Closed after initial enquiries Residential care 08-Sep-2026

Summary: We will not investigate this complaint about social care support provided by the Council. This is because this is not enough evidence of fault to warrant our involvement.

London Borough of Bromley (26 007 272)

Statement Closed after initial enquiries Other 08-Sep-2026

Summary: We will not investigate this complaint about a drug and alcohol service commissioned by the Council. This is because any fault has not caused a significant personal injustice to Mr X.

Oxfordshire County Council (26 011 492)

Statement Closed after initial enquiries Other 08-Sep-2026

Summary: We will not investigate this complaint about the Council's concessionary travel pass renewal arrangements and its refusal to provide a renewal reminder as a reasonable adjustment. We cannot determine whether the Council has breached the Equality Act or discriminated against Mr X, as those matters can only be decided by the courts. The Council has already considered the issues raised through its complaints process and identified service improvements. Further investigation is unlikely to achieve a worthwhile outcome.

Cambridge City Council (25 025 088)

Statement Closed after initial enquiries Disabled facilities grants 08-Sep-2026

Summary: We will not investigate this complaint about the way the Council completed repairs when the complainant reported damage after it provided disabled aids and adaptations at the complainant’s property. Any injustice is not significant enough to justify our involvement.