Care providers across England are being reminded to uphold fundamental standards in their complaints procedures, following a damning report by the Local Government and Social Care Ombudsman (LGSCO) involving Park Homes (UK) Limited.
The watchdog found that the care home provider, which operates facilities in both England and Scotland, lacked a formal complaints process when responding to a family's concerns about a sudden fee increase.
In April 2023, the son of a care home resident raised the alarm after Park Homes implemented a 30% hike in fees without prior notice. Despite multiple follow-ups, the company failed to acknowledge the complaint until August 2023- four months later.
Tragically, the resident passed away in October of that year. By March 2024, the disputed fees had still not been refunded, preventing the family from settling the estate. This prompted the family to escalate the issue to the Ombudsman.
Although Park Homes agreed to return the overpaid amount in November 2024, the actual refund was not processed until January 2025. The Ombudsman’s investigation also faced delays, as the provider only issued a comprehensive response in February 2025 - after the threat of a witness summons.
Local Government and Social Care Ombudsman, Ms Amerdeep Somal, condemned the company’s handling of the situation:
"This family endured distress at an already difficult time following the loss of a loved one. It is deeply concerning that a provider of this scale lacks a structured approach to managing complaints. Not only could this be a breach of Health and Social Care Act regulations, but it also shows a disregard for listening to the people they serve and learning from their feedback."
Ms Somal emphasized the need for immediate improvements:
“Park Homes must urgently address how it manages complaints to ensure compliance with both the law and best practice. A clear, accessible complaints policy is essential.”
The LGSCO has recommended that Park Homes issue a formal apology to the affected family and pay £800 in recognition of the stress and inconvenience caused. The provider has also been instructed to overhaul its complaints system and ensure any future fee changes comply with legal standards and the guidance set out by the Competition and Markets Authority.
Related training:
Involving People and Obtaining Feedback in CQC-Registered Care Homes
Right Support, Right Care, Right Culture in Care Settings and Care Homes
