Care home threatens to evict patient if family refused to pay 25% fee increase A Kent care home has been heavily criticised by the Local Government and Social Care Ombudsman after it suddenly raised its fees – and then threatened to evict a vulnerable resident if her family did not pay. The woman had been living at the home run by Foxley Lodge Care Ltd, in Deal, since 2015. Her monthly fees had n ...

Our structure and staff Our staff We have 191 full time equivalent staff (excluding the Ombudsman) as of 1 April 2025. As an impartial ombudsman service it is essential that people can trust the independence of our investigations. Our Conflict of interests rules ensure we remain impartial by avoiding any conflicts of interest from arising during the course of dealing with a complaint. Our Code of ...

Welcome to the Local Government & Social Care Ombudsman We make decisions on complaints about councils or adult care providers in England We can investigate individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other public service organisations. If we decide to investigate, we look at whether organisations have made decisions ...

London council and care home amend policies after giving confusing information about fees London Borough of Barking and Dagenham and Moreland House care home have agreed to change their charging policies after a resident paid too much for her care, the Local Government and Social Care Ombudsman has said. The council and care home provided a woman’s daughter with confusing and sometimes incorrect ...

Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Contents: Chapter index for Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities Updated: 06 February 2025 Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities search Search this content Submit search Part 6 • A model re ...

How we can help What the Ombudsman investigates in adult social care We investigate all complaints about adult care services. It does not matter if your care is provided by a council or you pay for it yourself. We can look at complaints about: care provided by a council care arranged directly with a care provider by: someone paying with their own or family money someone using money provided by a ...

Ombudsman calls for councils to be clear on care home costs The Local Government and Social Care Ombudsman is reminding councils across England they must give families accurate information when placing relatives in care homes, following an investigation into a complaint against Lincolnshire County Council. The investigation found a family was not told about the possibilities available to them whe ...

Ombudsman reminds councils about care home top-up fees Councils across England are being reminded by the Local Government and Social Care Ombudsman of their duties under the Care Act to administer ‘top-up fees’ for people contributing towards relatives’ care. The warning comes after two councils – Dudley Metropolitan Borough Council, and Lincolnshire County Council – disputed some of the Ombudsma ...

Family of disabled boy left without housing adaptations because of council delay Haringey council took so long to complete adaptations to a disabled boy’s home that he had outgrown the proposals, a Local Government and Social Care Ombudsman investigation has heard. The boy, who has severe disabilities, was initially assessed as needing the adaptations in 2015 which included a through floor lift, ...

Decision Statements Manual Contents: Chapter index for Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Part 8 • 8. How to refer to people and organisations (third parties) in decision statements The Information Commissioner has produced detailed guidance about the issues to be considered when publishing information to ensure ...