Barchester Healthcare Homes Limited (24 018 019)

Statement Upheld Residential care 20-Jan-2026

Summary: There was fault on the part of the care provider which led to actual suffering and distress for Mr X and distress for Mrs X. The care provider acknowledges fault in its record keeping and offers a goodwill payment. It should make a more significant payment to reflect the injustice caused by its actions.

Welford Healthcare MC Ltd (24 022 122)

Statement Upheld Residential care 20-Jan-2026

Summary: Mrs Y complains about several aspects of the care delivered to her father, Mr W, whilst resident in Isle Court Nursing Home. We find the home did not properly document the change from respite to permanent care and did not record times when it said Mr W refused personal care. The care provider has also acknowledged it should have had a discussion with the family before serving notice to end Mr W’s placement. The care provider will make a symbolic payment and implement some service improvements.

London Borough of Waltham Forest (25 000 551)

Statement Upheld Assessment and care plan 20-Jan-2026

Summary: Mr X complained the Council delayed agreeing to fund a supported living placement, offered him three unsuitable options, failed to keep his representative up-to-date and refused to arrange a best interests meeting. The Council carried out the mental capacity assessment process properly but delayed consulting alternative placements, delayed recognising the placement Mr Y had identified was the only suitable placement and failed to keep Mr Y up-to-date. That caused Mr Y distress. An apology, payment to Mr Y and process changes are satisfactory remedy.

Nottinghamshire County Council (25 011 835)

Statement Closed after initial enquiries Safeguarding 20-Jan-2026

Summary: We will not investigate Mr X’s complaint about how the Council handled a safeguarding investigation. This is because any injustice is not significant enough to warrant our involvement.

Wiltshire Council (25 012 571)

Statement Closed after initial enquiries Disabled facilities grants 20-Jan-2026

Summary: We will not investigate Mr X’s complaint about bathroom works, funded by a disabled facilities grant. The complaint is late and there are no good reasons to investigate now. Further, there is insufficient evidence of fault to justify our involvement.

Hertfordshire County Council (25 012 608)

Statement Closed after initial enquiries Safeguarding 20-Jan-2026

Summary: We will not investigate this complaint about the Council’s refusal to investigate Mr X’s concerns. The complaint is late and there are no good reasons for us to exercise discretion to consider it now.

Sandwell Metropolitan Borough Council (25 013 139)

Statement Closed after initial enquiries Assessment and care plan 20-Jan-2026

Summary: We will not investigate Ms X’s complaint about the actions of the Council adult social care department. Charging matters are historic, and there is no good reason to consider them now. Where we are not investigating matters, there is no good reason to consider how the Council dealt with a complaint about it. And there is no evidence the Council has had the opportunity to deal with a complaint about a care assessment.

London Borough of Bromley (24 016 542)

Statement Upheld Safeguarding 19-Jan-2026

Summary: Mr X complained about the Council’s investigation into the safeguarding and charging services it provided. He says the Council failed to act on the charging issue before it had resolved the safeguarding matter. Also, the Council agreed to cancel the charges but then delayed in doing so. We found the Council at fault. It has agreed to apologise, make a symbolic payment to recognise the injustice caused and complete a new written outcome letter into the safeguarding investigation.

Peterborough City Council (25 001 064)

Statement Upheld Domiciliary care 19-Jan-2026

Summary: There was fault on the part of the Council’s commissioned care provider which caused injustice to Mrs X. The Council should recognise the distress caused to Mrs X and her family and offer a suitable payment.

London Borough of Hammersmith & Fulham (25 010 070)

Statement Closed after initial enquiries Assessment and care plan 19-Jan-2026

Summary: We will not investigate this complaint about the Council’s decision that Ms X did not meet the eligibility criteria for support under the Care Act 2014. This is because there is not enough evidence of fault to justify our involvement.