Cheshire East Council (25 012 774)

Statement Upheld Direct payments 28-Jul-2026

Summary: There was fault by the Council for the time taken to process Ms X’s direct payment application. This meant Ms X had to wait longer than she should have to start to receive the payments. To remedy the injustice caused the Council agreed to apologise and make a payment to Ms X to recognise the distress caused by the delay.

Halton Borough Council (25 014 630)

Statement Closed after initial enquiries Other 28-Jul-2026

Summary: We cannot investigate Mr and Mrs X’s complaint that the Council removed them as next of kin from their late friend, Mr Y’s record. It took Mrs X 17 months to complain to us. This is late and there are no good reasons to consider the matter now.

London Borough of Hounslow (25 015 782)

Statement Upheld Charging 28-Jul-2026

Summary: There was fault by the Council. It took too long to complete financial assessments so that Miss X was not clear how much her mother would need to pay towards her care charges before the care started. It did not give information or advice to Miss X about the process or the charges, and did not fully respond to her complaint about this. This caused Miss X distress, frustration and uncertainty. The Council will apologise to Miss X, make a symbolic payment to recognise the impact on her, and remind staff that the care and support plan should include information about the financial assessment and a person’s contribution to their care charges.

London Borough of Tower Hamlets (25 016 441)

Statement Not upheld Safeguarding 28-Jul-2026

Summary: The Council was not at fault for how it considered Ms X’s reasonable adjustments or how it carried out a safeguarding enquiry into her concerns of domestic abuse.

DSL Care Ltd (25 016 474)

Statement Closed after initial enquiries Residential care 28-Jul-2026

Summary: We will not investigate Mrs X’s complaint about the standard of care delivered by a Care Provider to her mother, Mrs Y, before she passed away. We have no jurisdiction to establish cause of death so cannot achieve the outcome Mrs X wants.

City of Bradford Metropolitan District Council (25 018 232)

Statement Not upheld Assessment and care plan 28-Jul-2026

Summary: We have discontinued our investigation into Ms X’s complaint about the Council’s failure to respond to her complaint. This is because the Council issued an appropriate complaint response after Ms X brought her complaint to our attention.

London Borough of Tower Hamlets (25 027 355)

Statement Upheld Assessment and care plan 28-Jul-2026

Summary: Ms C complains the London Borough of Tower Hamlets and NHS North East London ICB failed to pay her daughter’s, Ms D’s housing costs despite her eligibility under section 117 Mental Health Act 1983. Ms C also complains they failed to respond to her complaints properly. The Council is at fault for failing to pay Ms D’s housing costs. This caused her avoidable stress and inconvenience. To remedy the complaint the Council will make a symbolic payment and service improvements.

Liverpool City Council (25 023 093)

Statement Upheld Charging 28-Jul-2026

Summary: We have upheld Mr Y’s complaint about the Council’s handling of his late relative's, Mrs X’s, care charges. The Council has agreed to waive some of the care charges. This provides a proportionate remedy for the injustice caused.

Hertfordshire County Council (25 009 987)

Statement Upheld Residential care 28-Jul-2026

Summary: Ms X complains on behalf of her mother, Mrs Y, the Council failed to provide adequate care for her mother in her Council funded care home placement at The Lodge Care Home from January 2025 to February 2025. Ms X says this caused her and her family distress. We have found fault in the actions of the Council funded care provider for failing to complete hourly checks on Mrs Y in accordance with her care plan. The Council has agreed to write to Ms X to issue an apology, pay a symbolic payment and complete a service improvement.

The Grange Care Centre (Cheltenham) Limited (26 011 699)

Statement Closed after initial enquiries Other 28-Jul-2026

Summary: We will not investigate this complaint about a loss of personal property while Mrs X was resident with the Care Provider. The Police are a more appropriate body to investigate these concerns, and we cannot achieve what the complainant is looking for in any case.