A care home company threatened to evict a vulnerable resident if her family didn't pay a 25% fee increase.

That would push up a weekly charge from £600 to £750.

This was reported by social care watchdogs who have heavily criticised the company involved.

The Local Government and Social Care Ombudsman said that the elderly woman had been at the home, Sonia Lodge in Warwick Road, Walmer, since August 2015.

Her monthly fees had not increased, despite the care contract saying the home could increase fees by 5% a year.

But, the Ombudsman says, the resident was sent a bill in March 2018 for exactly £3,207.21 and she was told to pay within 14 days.

The care home, run by Foxley Lodge Care Ltd, said this was for backdated increases for the preceding two years, which it had not previously asked for.

It said it would charge 2% interest daily if the amount remained outstanding after the first fortnight.

It said it would increase the woman’s fees by around 10% that month, and planned to push them up again the following month to 25% above what the family had first been paying.

This would increase the weekly fee to £750, as opposed to the original £600 agree with the family in October 2015.

That original cost would come to an annual £31.200 and with the quarter increase, would be £39,000 a year.

The family, who are not being named in the report. said they would pay the 5% increase as per the contract, but not the 25% rise.

The Ombudsman investigated a complaint by the woman's son and found in the family's favour.

It recommended the provider stop asking the family for the backdated increase and withdraw its threat to evict the resident.

The Ombudsman also asked the care provider to review its contract to ensure it complies with the Competition and Markets Authority’s guidance.

It also recommended the provider review its complaints handling to ensure complaints are responded to properly.

Its verdict was published in May.

But the Ombudsman, in an advertisement published in the November 27 edition of the East Kent Mercury said that that the company had not responded to its decision.

Michael King, Local Government and Social Care Ombudsman, said: “Care homes have every right to increase their charges so long as they do so in a fair and accurate way.

“Unfortunately, in this case, the family was not warned about the sudden increase in fees, or the lump sum they would have to pay, and were told their relative would be evicted if they did not settle the bill.

“This left the family distressed about the prospect of having to find alternative accommodation for their vulnerable, elderly relative.

“We advocate the benefits of a mature response to complaint handling, where organisations use the learning to improve.

"So I am particularly disappointed to see Foxley Lodge Care Ltd has failed to respond in a positive way to my investigation."

“We have given the care provider every opportunity to comply with the recommendations, and I now publicly call upon it to consider how it can improve its services to future clients and their families.”

The charges agreed in October 2015 were £600 a week, adding up to £31,200 a year.

The Ombudsman has shared his findings with care regulator the Care Quality Commission.

Kent Online contacted Foxley Lodge Care Ltd, based at Purley, south London, for a comment.

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