London Borough of Hackney (24 022 448)

Statement Upheld Assessment and care plan 27-Jan-2026

Summary: Mrs X complained about the Council’s handling of her care and support assessment. We found avoidable delay by the Council in completing the assessment. The Council agreed to apologise and make a symbolic payment to Mrs X in recognition of the avoidable distress the delay caused.

Durham County Council (25 004 835)

Statement Not upheld Residential care 27-Jan-2026

Summary: There was no fault in the way the Council commissioned care home supported the late Mrs Y.

Hertfordshire County Council (24 009 727)

Statement Upheld Other 27-Jan-2026

Summary: The Council was not at fault for how its adult social care service handled Mr X’s home visits, his financial assessment or his mother’s correspondence. It was, however, at fault for how it handled his direct payments and his mother’s complaints. It was also at fault for a delay in telling Mr X and his mother that Mr X had a new social worker, which caused them uncertainty. The Council has agreed to apologise.

Bupa Care Homes (GL) Limited (25 012 341)

Statement Upheld Residential care 27-Jan-2026

Summary: We will not investigate this complaint about the care and support provided to the complainant’s husband during a respite placement in a care home. The Care Provider agreed to resolve the complaint early by providing a proportionate remedy.

Kirklees Metropolitan Borough Council (25 012 379)

Statement Closed after initial enquiries Other 27-Jan-2026

Summary: We will not investigate this complaint about services provided at a drug and alcohol service. We have no power to consider the complaint as it is not about actions that involve, or are connected to, the provision of adult social care.

North Somerset Council (25 012 050)

Statement Closed after initial enquiries Disabled facilities grants 27-Jan-2026

Summary: We will not investigate Mr X’s complaint about the repayment of a Disabled Facilities Grant. There is insufficient evidence of fault to justify investigation.

Barchester Healthcare Homes Limited (25 021 787)

Statement Closed after initial enquiries Other 27-Jan-2026

Summary: We have no remit to investigate Mr X’s concerns about Barchester’s property management in an assisted living community. This is because there is no information to indicate the complaint matters relate to the provision of personal care.

HC-One Limited (25 025 498)

Statement Upheld Residential care 27-Jan-2026

Summary: We will not investigate Mr X’s complaint about the Care Home failing to correctly administer medication to his father, Mr Y. This is because we would not be able to add to the Care Provider’s investigation and we would not be able to achieve the outcome Mr X wants.

Derby City Council (24 022 503)

Statement Upheld Assessment and care plan 26-Jan-2026

Summary: Ms X complained the Council failed to respond to complaints, failed to adhere to her agreed reasonable adjustments and failed to carry out a suitable care needs assessment. She also queried its actions about Direct Payments. We found no fault in the Council’s complaint responses. We found there was some failure to adhere to agreed Reasonable Adjustments and some delays in contacting her at times, but the Council had offered an assessment. We recommended an apology and that the council offered another fresh assessment. We found no fault regarding direct payments.

Durham County Council (24 023 263)

Statement Not upheld Domiciliary care 26-Jan-2026

Summary: Mrs X complains on behalf of Miss Y that the Council did not deal properly with Miss Y’s adult social care. The Council is not at fault.