Norfolk & Suffolk NHS Foundation Trust (25 021 522a)

Statement Closed after initial enquiries Mental health services 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.

NHS Norfolk and Waveney ICB (25 021 522b)

Statement Closed after initial enquiries Mental health services 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.

NHS North East London ICB (25 007 545b)

Statement Upheld Mental health services 30-Mar-2026

Summary: Ms A complains about a Council, Care Home and an Integrated Care Board regarding a referral for her sister, Dr B’s suspected cancer. Ms A says a delayed referral led to delayed treatment for her sister and she subsequently died. We found fault in communication and complaint handling leading to uncertainty for Ms A. The Care Home has agreed to our recommendations to carry out actions to address this uncertainty.

NHS South West London ICB (24 015 136a)

Statement Not upheld Mental health services 29-Mar-2026

Summary: Mr Y complained that the London Borough of Richmond upon Thames and NHS South West London Integrated Care Board did not pay the rent for his daughter’s specialist accommodation, despite it being part of her section 117 aftercare needs. We found fault with the Council. It managed the process of identifying and securing Miss X’s accommodation and should have included rent, and associated costs, in its costings and should have paid them from the outset. It should not have made the person liable for the rent and expected them to apply for benefits to fund it. This fault caused Mr Y avoidable stress and inconvenience. We have not found fault with the ICB as it did not make the decisions we found fault with.

Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust (25 003 932a)

Statement Not upheld Mental health services 26-Mar-2026

Summary: Mrs B has complained about a lack of support for her and her son from a Council, Integrated Care Board and Trust leading to distress for her. We do not find fault in the Council, Integrated Care Board and Trust.

NHS North East & North Cumbria Integrated Care Board (25 003 932b)

Statement Not upheld Mental health services 26-Mar-2026

Summary: Mrs B has complained about a lack of support for her and her son from a Council, Integrated Care Board and Trust leading to distress for her. We do not find fault in the Council, Integrated Care Board and Trust.

Norfolk & Suffolk NHS Foundation Trust (25 008 683a)

Statement Upheld Mental health services 10-Mar-2026

Summary: We found fault by Norfolk County Council and Norfolk and Suffolk NHS Foundation Trust in how they handled Ms X’s section 117 aftercare and her requests to be discharged from mental health services. We also found fault with their delay in arranging a section 117 aftercare meeting for Ms X. These organisations will apologise to Ms X and pay her a financial remedy. They will also take action to prevent similar problems occurring in future.

NHS Norfolk and Waveney ICB (25 008 683b)

Statement Not upheld Mental health services 10-Mar-2026

Summary: We found fault by Norfolk County Council and Norfolk and Suffolk NHS Foundation Trust in how they handled Ms X’s section 117 aftercare and her requests to be discharged from mental health services. We also found fault with their delay in arranging a section 117 aftercare meeting for Ms X. These organisations will apologise to Ms X and pay her a financial remedy. They will also take action to prevent similar problems occurring in future.

NHS Greater Manchester ICB (25 018 027a)

Statement Closed after initial enquiries Mental health services 10-Mar-2026

Summary: Mr X complained about the Council and ICB’s decision to charge a top-up fee for care home accommodation. He also complained about the quality of care provided to his mother by health and social care services and the care home. We will not investigate the charging complaint because there is not enough evidence of fault. We will not investigate the complaints about the care provided because the coroner will consider this as part of their inquest. Once the coroner’s inquest is complete, Mr X can ask us to look at this part of the complaint.

Borough Care Ltd (25 018 027b)

Statement Closed after initial enquiries Mental health services 10-Mar-2026

Summary: Mr X complained about the Council and ICB’s decision to charge a top-up fee for care home accommodation. He also complained about the quality of care provided to his mother by health and social care services and the care home. We will not investigate the charging complaint because there is not enough evidence of fault. We will not investigate the complaints about the care provided because the coroner will consider this as part of their inquest. Once the coroner’s inquest is complete, Mr X can ask us to look at this part of the complaint.