Hartlepool Borough Council (24 014 434)

Statement Closed after initial enquiries Residential care 17-Feb-2025

Summary: We will not investigate Mrs X’s complaint about her mother’s care home and the way they handled her care before her death. This is because an investigation would not lead to any different findings or outcomes.

Sanctuary Care Limited (24 014 734)

Statement Upheld Residential care 14-Feb-2025

Summary: We will not investigate this complaint about the Care Provider’s actions when Mr Y fell in the care home. The Care Provider has agreed to take early action to remedy the remaining injustice we would likely find if we investigated the matter. It will pay Mrs X £500 to recognise the family’s distress and uncertainty, and it will issue a staff reminder about record-keeping. It is therefore not proportionate for us to investigate the matter further.

Essex County Council (24 014 512)

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

Summary: We will not investigate Ms X’s complaint about the care provided to her father by his care home. This is because an investigation would not lead to any further findings or outcomes.

Middlesbrough Borough Council (23 013 918)

Statement Closed after initial enquiries Residential care 12-Feb-2025

Summary: We will not investigate Miss X’s complaint that her mother was neglected by her care home. This is because the complaint is late and there are no good reasons to exercise discretion to consider the late complaint.

London Borough of Waltham Forest (23 020 327)

Statement Upheld Residential care 07-Feb-2025

Summary: Ms X complained on behalf of her late father Mr Y that the Council commissioned care home put in place one-to-one care and increased Mr Y’s care fees without a review of his care needs or agreement from her or the Council, and evicted Mr Y from the care home for no reason. The Council was at fault for unclear communication on the change in Mr Y’s care needs and did not communicate clearly the cost of Mr Y’s care fees or Mr Y’s move to a new care home. It will apologise and pay Ms X a symbolic payment to acknowledge the uncertainty and distress caused to her, ask the care home to revise Mr Y’s invoices and put service improvements in place.

Greensleeves Homes Trust (24 007 222)

Statement Upheld Residential care 07-Feb-2025

Summary: Mr X complained the Care Provider unfairly terminated his residency and failed to provide evidence of why it made the decision. We find the Care Providers actions caused Mr X avoidable uncertainty and distress which is fault. The Care Provider has agreed to apologise, make a payment to Mr X, and make service improvements.

Rectory Court Care Home Limited (24 013 204)

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

Summary: We will not investigate Miss X’s complaint about the care provided to her grandfather by his care home. This is because she is not a suitable representative to bring this complaint on her grandfather’s behalf.

The Hall Thornton Dale Limited (24 014 293)

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

Summary: We will not investigate Ms X’s complaint about issues with her stay at The Hall care home. The Care Provider’s actions or inactions did not cause sufficient significant personal injustice to warrant us investigating. An investigation would also be unlikely to achieve a different outcome.

Lakeshore Healthcare Limited (24 014 611)

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

Summary: We cannot investigate Ms X’s complaint the Care Home made false allegations about her behaviour to the Council. The allegations were considered as part of court proceedings. Therefore, the law says we cannot investigate.

Sunningdale Care Limited (23 019 703)

Statement Not upheld Residential care 05-Feb-2025

Summary: There is no evidence the care provider failed to provide a good standard of care appropriate to the late Mrs X’s needs and therefore no reason why Mr A should not pay the full notice period.