Date of decision: 08 April 2026 Summary Derbyshire Council was at fault for delays and inconsistencies in assessing and re-assessing an elderly woman’s care needs, for producing inconsistent personal budgets and care plans, and for delaying complaint responses. What happened Mrs Y was an elderly woman with several health conditions who lived at home with […]
Date of decision: 12 March 2026 SummaryA woman complained that Avery Homes (Nelson) Ltd, which runs Avalon Court Care Home, failed properly to administer her elderly blind mother’s prescribed medication, maintain hygiene standards, and provide care adapted to her visual impairment, and then gave inconsistent accounts when she challenged this. What happenedIn early May 2025, the care provider, Avery Homes (Nelson) Ltd, carried
Date of decision: 18 November 2025 SummaryStaff in a Doncaster Council commissioned care home failed to monitor symptoms, seek prompt medical advice, or record concerns from a daughter about the worry that her mother had a serious UTI, leaving the family with lasting uncertainty about whether earlier action could have prevented the woman’s hospitalisation and
Date of decision: 23 March 2026 Summary A husband of a care home resident complained that the Council increased the rate it paid to his wife’s care home by only 2%, while other care homes with whom it was contracting received a 5% uplift. This created an unsustainable increase in the top-up fees he was
Date of decision: 16 December 2025 Summary A woman who privately paid for a week’s respite at a care home experienced poor basic care, including problems with meals, bed‑making and room cleaning, and felt her concerns were not escalated, causing her such distress that she left three days early. She received only a partial refund
Date of decision: 12 December 2025 Summary Mr X complained that Borough Care Ltd failed to maintain proper personal hygiene for his elderly relative Y, who has dementia and lives in residential care. The Care Provider took six months to investigate the family’s concerns about unpleasant odours and used incontinence pads left in Y’s room.
Date of decision: 06 February 2026 Summary A daughter (Mrs Y) complained that a care home run by the Care Provider charged her father (Mr X) the full residential fee without clearly explaining how NHS Funded Nursing Care (FNC) would be treated in his contract, leaving Mrs Y frustrated and confused about who was paying
Date of decision: 03 December 2025 SummaryA man complained that a private care provider did not honour written terms in his father’s care home contract about refunding NHS Funded Nursing Care, once the NHS paid it. He said he chose the home on the understanding that if his father became eligible for Funded Nursing Care,
Summary A man complained that the Council’s safeguarding enquiry into an incident where his adult disabled son was injured in respite care was slow, poorly communicated and did not properly reflect the family’s concerns. The protracted process left the family distressed and without confidence in respite care, meaning the parents lost their usual breaks from
Date of decision: 14 January 2026 SummaryA man receiving council‑commissioned supported living care experienced poor, inconsistent support that failed to follow his agreed routines, leading to distress, continence and behaviour problems, and avoidable reliance on family input. When the issue was raised repeatedly, the Council’s social worker did not respond robustly or quickly enough, and