Date of decision: 28 May 2026 SummaryA woman was discharged from hospital into a residential care home after a stroke, needing double hoisting, with the Council arranging and funding the placement under the Care Act. The home chosen by the family charged more than the Council’s “usual” rate, and instead of ensuring at least one […]
Date of decision: 14 July 2025 SummaryPortsmouth City Council failed to notify Mrs X when she became responsible for funding her own care, causing personal distress, uncertainty, and unforeseen debt. The complaint highlighted a procedural lapse by the Council as it completely failed to do a financial assessment. What happenedIn early 2023, after a hospital
Date of decision: 28 Oct 2025 SummaryA man complained that Surrey Council delayed the discharge from hospital for an emergency leg amputation, of his mother, by refusing to fund a residential care home placement and instead proposing community-based options with a care package. The woman wished to move into a care home. However, following assessments
Date of decision: 27 March 2025 Summary The Ombudsman investigated failures by a company called NRS Healthcare to deliver essential equipment promptly to a terminally ill woman, resulting in significant distress and frustration for her and her husband. The case highlights the impact of delayed community equipment provision on individuals at the end of life.
Decision Date: 16 Sep 2024 Summary The Council failed to complete an assessment in the allocated time which led to a man being left in a Discharge to Assess placement that was unsuitable for his needs. This meant that as he was, by the time the 4 week D2A period of free care had ended,
Decision Date: 20th August 2024 Summary The Council was found at fault for delaying the response to a complaint, in the context of the complainant being led to expect a service from the integrated care service’s OT service, some 4 months after her assessment. The clearly identified need was for access to the OT service
Decision Date: 27 August 2024 Summary The Council was found at fault for delaying completion of a financial assessment of Mr F and providing information about the charges and not mentioning the CHC scheme for those with a primary health need. What happened Mr F had been unwell with some severe health conditions for several
Decision Date: 03 Jul 2024 Summary: Ms F’s mother was wrongly charged a contribution to her residential care fees for 19 years when she was entitled to free mental health aftercare. The restitutionary refund was offered without any breakdown or interest clarity. Ms F wanted £2,560.80 in solicitor’s fees, on which it should not have
Decision Date: 17 June 2024 Summary A hospital discharge of an elderly man went wrong with regard to the charges levied, due to insufficient information. Mr X received free NHS care at home for 2 days when he left hospital but found later that he was being charged for care without agreement or any
Decision Date: 10 June 2024 Summary The Council did not act promptly to ensure Mrs X’s son, D, received a timely referral for NHS Continuing Healthcare (CHC). There was consequently a delay of nine months between the review meeting that informally agreed on D’s needs and that NHS funding should be made available, through the