Adult care services


Recent reports in this category are shown below:

  • Wayside Care Ltd (22 012 009)

    Report Upheld Charging 18-Mar-2024

    Summary: The Local Government and Social Care Ombudsman investigated a complaint about charging for residential care.

  • Cornwall Council (23 015 384)

    Statement Closed after initial enquiries Other 13-Feb-2024

    Summary: We will not investigate Mr X’s complaint about the Council’s decision not to consider his complaint about his employer, a care provider. This is because an investigation by this office would not be able to add to the response the Council has already provided which explains this is an employment matter between Mr X and his employer and not for the Council.

  • Tameside Metropolitan Borough Council (22 016 982)

    Statement Upheld Residential care 13-Feb-2024

    Summary: Mr X complained on behalf of his father, Mr Y, that there were failings by a care provider commissioned by the Council. We found the care provider failed to prevent Mr Y absconding from the care home, failed to follow his care plan and lost his personal belongings. In recognition of the injustice caused the Council has agreed to apologise to Mr X and make a payment to him.

  • London Borough of Croydon (23 002 406)

    Statement Upheld Assessment and care plan 13-Feb-2024

    Summary: Ms X complained about the Council’s failure to provide appropriate care and support to her and her father Mr Y. The Council was at fault for delays in investigating safeguarding concerns, not carrying out a formal carer’s assessments or progressing Ms X’s request for direct payments and for delays in finding a suitable care home for Mr Y. As a result Ms X was caused significant distress and uncertainty. The Council has agreed to apologise, to make a payment to Ms X and to carry out service improvements to prevent a recurrence of the faults.

  • Agincare UK Limited (23 003 914)

    Statement Upheld Domiciliary care 13-Feb-2024

    Summary: Mr X complained care worker’s visits to his mother, Mrs Y, were shorter than they should have been. We find the visits were frequently short and there were occasions Mrs Y did not receive appropriate care. This caused Mrs Y distress and Mr X distress and uncertainty. Agincare UK Limited will pay Mr X £200 in recognition of his injustice. Agincare UK Limited has reduced Mrs Y’s outstanding invoice by £1000, which remedies her injustice.

  • London Borough of Enfield (23 004 201)

    Statement Upheld Direct payments 13-Feb-2024

    Summary: The Council failed to properly consider Mrs B’s disability-related expenditure when determining how much she should contribute towards the cost of her care. It also failed to clearly explain its intentions in relation to the recovery of unpaid contributions. The Council has agreed to write-off some of the unpaid contributions and review Mrs B’s requests for items to be considered disability-related expenditure. It has also agreed to make service improvements.

  • Cheshire West & Chester Council (23 010 642)

    Statement Upheld Charging 13-Feb-2024

    Summary: There was fault by the Council. The Council did not tell a family before a one to one carer was put in place for a relative in a care home. A financial assessment then determined the relative should self fund their own care. Before the complaint was considered by the Ombudsman, the Council apologised and funded the one to one carer for an initial six weeks. This remedies the injustice to the family for the initial poor communication.

  • East Sussex County Council (23 012 149)

    Statement Upheld Charging 13-Feb-2024

    Summary: The Council failed to consider Care and Support Statutory Guidance when reviewing Ms X’s financial assessment for her care contribution. The Council will apologise and reconsider its decision not to increase her personal expenses allowance to include an amount for basic heating charges over winter.

  • Norfolk County Council (23 013 785)

    Statement Closed after initial enquiries Assessment and care plan 13-Feb-2024

    Summary: We will not investigate Mrs B’s complaint about the Council placing her mother, Mrs C, in the wrong home in 2020. This is because we could not add to the Council’s responses or make a different finding of the kind Mrs B wants.

  • Walsall Metropolitan Borough Council (23 014 392)

    Statement Closed after initial enquiries Domiciliary care 13-Feb-2024

    Summary: We will not investigate this complaint about the care Mr X received. We do not consider the representative, Mr Y, to be suitable.

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