London Borough of Tower Hamlets (22 015 748)

Statement Upheld Domiciliary care 25-Mar-2024

Summary: Mr X complained the Council withdrew his care package and did not reinstate it until a solicitor intervened. The Council was not at fault for withdrawing the care package but was at fault for delay and not being proactive to resolve the situation. It should apologise, make a payment to remedy the injustice to Mr X who had to arrange and pay for his own care, and ensure staff learn lessons from what happened.

Rotherham Metropolitan Borough Council (23 016 913)

Statement Closed after initial enquiries Domiciliary care 19-Mar-2024

Summary: We will not investigate Mr X’s complaint, as brought by his representative Mr Y, about the care firm commissioned by the Council to provide domiciliary care to him in 2023 and how it responded to his complaints. There is not enough evidence of fault to warrant an investigation. Even if there were fault, the matters complained of do not cause Mr X such significant personal injustice to justify us investigating. There is no worthwhile outcome an investigation would now achieve for Mr X. We do not investigate correspondence and complaint handling when not investigating the core matters giving rise to the complaint.

Essex County Council (23 009 545)

Statement Upheld Domiciliary care 19-Mar-2024

Summary: Mrs X complained about the actions of the care provider arranged by the Council after her father, Mr Y, fell at home. There was fault in how the care provider, acting on behalf of the Council, arranged for Mr Y to go into a care home, without seeking the Council’s approval first. This led to Mr Y being charged for care he would not have been. The Council agreed to apologise, reimburse some of the care fees Mr Y was charged and remind its providers about the correct procedure to follow in future.

Derbyshire County Council (23 020 417)

Statement Closed after initial enquiries Domiciliary care 18-Mar-2024

Summary: We will not investigate Mrs X’s complaint about damage to her property. This is because we cannot determine liability for damages. It would be reasonable for Mrs X to make her claim to the Council, and then refer it to the small claims court if she remains dissatisfied.

Serenity Integrated Care Limited (23 015 109)

Statement Closed after initial enquiries Domiciliary care 18-Mar-2024

Summary: We will not investigate Mrs B’s complaint about care she received in 2022. This is because the Care Provider has apologised and cancelled the charges. We are satisfied the injustice caused has been remedied by the Care Provider. There is no ongoing injustice to Mrs B warranting an ombudsman investigation.

Stockport Metropolitan Borough Council (23 008 242)

Statement Upheld Domiciliary care 15-Mar-2024

Summary: Ms B complained about the actions of a care agency (commissioned by the Council) during an incident in May 2023. She also complained about the care agency’s communications about what happened. We cannot say there was fault in the care agency’s actions on the day of the incident but there was fault in its communications later which caused distress to Ms B. The Council has agreed to apologise and pay a symbolic amount to Ms B.

Reading Borough Council (23 016 765)

Statement Upheld Domiciliary care 11-Mar-2024

Summary: We will not investigate this complaint about adult social care provided at home. This is because it is unlikely we could add to the Council’s investigation or achieve anything further. The Council has accepted fault, apologised, and acted to improve future service. We are satisfied with the Council’s actions in response to the complaint.

Sunderland City Council (23 016 918)

Statement Upheld Domiciliary care 11-Mar-2024

Summary: We will not investigate Miss X’s complaint about her mother’s care provider. She says it provided an inadequate service to her mother. This is because an investigation would not lead to different findings or outcomes.

Lancashire County Council (23 006 594)

Statement Upheld Domiciliary care 07-Mar-2024

Summary: Mr X complains about the Council’s failure to ensure domiciliary care was in place to help his wife while he was in hospital having surgery. The Council was at fault for the delay in call and complaint handling and arranging support for Mr X’s wife. This caused avoidable distress to Mr X and his wife at an already stressful time. The Council has agreed to apologise and make payments to Mr X and his wife for this injustice. The Council will also review and revise its published policy for handling Adult Social Care complaints.

Promedica24 (Lancashire) Limited (23 012 137)

Statement Upheld Domiciliary care 04-Mar-2024

Summary: There is evidence to show the Care Provider failed to provide adequately trained live-in carers for Mr Y.