Christadelphian Care Homes (24 007 702)

Statement Upheld Residential care 18-Mar-2025

Summary: Mrs X complained on behalf of her father, Mr Y, about the care provider, Christadelphian Care Homes and how it calculated care charges. The Care Provider was at fault. It was not clear and transparent in how it calculated care fees and did not provide an adequate notice period before it changed the fees. This caused Mr Y and Mrs X frustration and uncertainty. The Care Provider has agreed to apologise to Mr Y and Mrs X. The Care Provider will also make service improvements to prevent a recurrence of fault.

The Grange (Chertsey) 2002 Ltd. (24 016 920)

Statement Closed after initial enquiries Residential care 18-Mar-2025

Summary: We will not investigate this complaint about privately arranged adult residential care. This is because it is unlikely we would add to investigations that have taken place, we cannot achieve the outcomes the complainant wants, and the court might be better placed to consider this complaint about negligence.

Warwickshire County Council (24 017 794)

Statement Closed after initial enquiries Residential care 18-Mar-2025

Summary: We will not investigate Mr and Mrs X’s complaint about the care from the Care Provider commissioned by the Council for their late son Mr Y and the events prior to his death. There is no worthwhile outcome achievable from an investigation of Mr Y’s care provision. Investigation of the Care Provider’s actions or inactions in the period before Mr Y’s death would not lead to a different outcome.

New Forest Fritham Limited (24 016 028)

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

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

Royal Borough of Kingston upon Thames (24 012 047)

Statement Upheld Residential care 14-Mar-2025

Summary: Miss X complains about how the Council communicated with her while she was in a care home placement awaiting rehabilitation. We will not investigate this complaint because the Council has already acted to address any potential fault and we are unlikely to achieve more.

Runwood Homes Limited (24 017 120)

Statement Closed after initial enquiries Residential care 14-Mar-2025

Summary: We will not investigate this complaint about privately arranged adult residential care. The main injustice would be to the resident, who has died and so we can provide them no remedy. While it is upsetting for the family, there is not a significant injustice to justify an Ombudsman investigation.

Athena Healthcare (Park Road) Limited (24 007 255)

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

Summary: We will not investigate this complaint about the Care Provider’s response to a request for information and its response to Mr X’s contact. The Information Commissioner’s Office is best placed to deal with complaints about how organisations handle requests for information. There is insufficient evidence of fault by the Care Provider in its related actions.

North Northamptonshire Council (24 007 645)

Statement Upheld Residential care 06-Mar-2025

Summary: Mrs Y complains a care home wrongly charged her for her family member’s respite stay. She says this caused her financial strain and avoidable and unnecessary distress. The Ombudsman finds the Council at fault which caused injustice. The Council has agreed to make a payment to Mrs Y.

Lancashire County Council (24 004 712)

Statement Upheld Residential care 06-Mar-2025

Summary: Mrs X complained about the standard of care her mother (Mrs Y) received in a council commissioned residential care home. She also complained the Council delayed completing the subsequent safeguarding investigation. The Council was at fault as it took 6 months to complete the safeguarding investigation and found the Care Home failed carry out some of Mrs Y’s care in line with her care plan. The Care Home also delayed making referrals on Mrs Y’s behalf for her health. This has caused distress, frustration and uncertainty about the care Mrs Y was receiving. The Council has agreed to apologise and make a symbolic payment to acknowledge the injustice caused.

Roseland Care Limited (24 016 009)

Statement Closed after initial enquiries Residential care 05-Mar-2025

Summary: We will not investigate this complaint about adult residential care. The Care Provider failed to tell the resident’s family about changes to medication and failed to keep all care records. The Care Provider has apologised, which is suitable action. The care home has closed and the complainant’s relative no longer lives there, so there is no ongoing risk. It is unlikely the Ombudsman would achieve anything further by investigation.