Staffordshire County Council (24 008 352)

Statement Closed after initial enquiries Residential care 13-Jan-2025

Summary: We will not investigate this complaint about the quality of care Mrs X’s mother received while in residential care. The issues complained about largely took place between 2020 and 2021. Given the passage of time, there is not a realistic prospect of reaching a sound, fair, and meaningful decision in the complainant’s case.

London Borough of Brent (24 012 214)

Statement Closed after initial enquiries Residential care 13-Jan-2025

Summary: We will not investigate Mr X’s complaint about decisions made by the Council’s Adult Social Care Service. There is insufficient evidence of fault to warrant an investigation.

Hallmark Care Homes (Banstead) Limited (24 001 768)

Statement Upheld Residential care 10-Jan-2025

Summary: Mrs C complains the Care Provider failed to properly care for her late mother, Mrs D, which resulted in her having to go into hospital where she died shortly after. There was service failure by the Care Provider which caused Mrs D and Mrs C distress and uncertainty. To remedy the complaint the Care Provider has agreed to apologise, refund money to Mrs D’s estate, and make service improvements.

Staffordshire County Council (24 000 072)

Statement Not upheld Residential care 09-Jan-2025

Summary: We found no fault with the end of life care provided to a woman, Mrs C, by the Care Home.

James and Reuben Limited (24 011 849)

Statement Closed after initial enquiries Residential care 09-Jan-2025

Summary: We will not investigate this complaint about adult social care in a residential care home. This is because we are unlikely to add to investigations already completed by the Care Provider and the local safeguarding authority. We are unlikely to reach a different outcome, and we cannot achieve the outcome the complainant wants as we cannot recommend dismissal of staff members.

Kent County Council (24 012 472)

Statement Closed after initial enquiries Residential care 08-Jan-2025

Summary: We will not investigate Mrs X’s complaint about her father Mr Y’s care during a 2024 respite stay in a care home commissioned by the Council. An investigation by us would not add to the care firm’s complaint investigation and Council’s safeguarding process, nor achieve a different outcome.

Orchard Carehomes Limited (24 004 209)

Statement Closed after initial enquiries Residential care 07-Jan-2025

Summary: We will not investigate Mr X’s complaint about the Care Provider not paying him fully for the value of his wife Mrs X’s property lost during her stay at their care home, or how it dealt with his complaint. It is unlikely investigation would lead to a different outcome. There is not enough evidence of fault in how Care Provider applied the residence contract terms to warrant an investigation. We do not investigate providers’ complaint-handling where we are not investigating the matters which gave rise to the complaint.

Hampshire County Council (23 015 044)

Statement Upheld Residential care 06-Jan-2025

Summary: Mrs O complained about the care provided to her late husband Mr B in a nursing home. We found no evidence of fault by the nursing home in the actions it took when Mr B’s condition deteriorated and he went into hospital. We did not find fault in how the nursing home responded to the complaint. We found fault by the Council as it did not respond to Mrs O’s complaint. This fault caused Mrs O frustration. The Council has agreed to apologise to Mrs O and make improvements in how it handles complaints.

Stour Sudbury Limited (24 011 492)

Statement Closed after initial enquiries Residential care 06-Jan-2025

Summary: We will not investigate this complaint about adult social care support during a respite stay in a residential care home. This is because the Care Provider has thoroughly investigated and responded to the complaint, and it is unlikely we could add to that investigation or reach a different outcome.

Chanctonbury Health Care Ltd (24 015 441)

Statement Closed after initial enquiries Residential care 06-Jan-2025

Summary: We cannot investigate Mr X’s complaint that the Care Provider has failed to refund his mother’s care home fees following her death. The complaint lies outside our jurisdiction because Mr X has started court action about the matter.