WEST WALES HEALTH BOARD ASKED HOW MANY FAMILIES MAY BE PAYING CARE HOME FEES UNNECESSARILY

A FAMILY has been reimbursed more than £22,000 after challenging an NHS decision over care home fees paid for a woman with dementia in Carmarthenshire.

Mrs Hughes, who lived at Towy Castle Care Home in Carmarthen, had been paying around £3,400 a month for her care before her family sought legal advice over whether the NHS should have been funding it through Continuing Healthcare.

The case has raised wider questions about whether families across west Wales may be paying thousands of pounds for care which should legally fall to the NHS.

Mrs Hughes was a resident at Towy Castle Care Home from March 2012 until her death in October 2023. She suffered from dementia and was described as disorientated to time, place and person.

Her son, Mr Hughes, contacted Hugh James Solicitors in October 2023 after the family had exhausted life savings and run out of options to meet the rising cost of care.

Following an assessment, the health board initially recommended NHS Continuing Healthcare eligibility from October 10, 2023, citing a rapid deterioration in Mrs Hughes’ condition shortly before her death.

However, lawyers acting for the family argued that the evidence showed her needs had increased from January 2023, particularly because of escalating challenging behaviour linked to her dementia.

After representations were made, the health board revised its position and accepted that Mrs Hughes met the criteria for Continuing Healthcare from January 2023 to October 2023.

The estate was subsequently reimbursed for the care fees paid during that period, together with interest, totalling just over £22,000.

Continuing Healthcare

NHS Continuing Healthcare, often referred to as CHC, is a package of care arranged and funded solely by the NHS for people who are assessed as having a primary health need.

Unlike social care, it is not means-tested. This means that if someone qualifies, the NHS is responsible for meeting the full cost of their assessed care needs, including care home fees where appropriate.

However, the distinction between health needs and social care needs can be complex, particularly in cases involving dementia.

The issue comes as care costs continue to rise sharply. Healthcare analysts LaingBuisson reported this year that the average weekly fee for a frail older person had reached £1,465, a rise of 10% over the previous year.

Families are often left selling homes or using lifetime savings to meet care home bills, despite some residents potentially being eligible for NHS-funded support.

Legal challenge

Lisa Morgan, of Hugh James Solicitors, works on cases involving wrongly paid care home fees and NHS Continuing Healthcare disputes.

Her team says it has recovered more than £200m from the NHS in recent years on behalf of families who had paid for care later found to be the responsibility of the health service.

The Carmarthenshire case is being highlighted as an example of why families may need to question decisions, particularly where a relative’s condition has deteriorated or where dementia-related behaviour has become more complex.

The Herald understands that Mrs Hughes’ family accepted the revised eligibility period after the health board agreed to backdate funding to January 2023.

Health board asked

The Pembrokeshire Herald has approached Hywel Dda University Health Board for comment on the case, while recognising patient confidentiality restrictions.

The Health Board has also been asked what safeguards are in place to ensure patients who may qualify for Continuing Healthcare are identified at the earliest possible stage.

The Herald has requested figures for the number of CHC assessments carried out across Carmarthenshire, Pembrokeshire and Ceredigion in each of the last three years, including how many resulted in funding being approved, declined, or overturned on review or appeal.

The Health Board has also been asked whether it has seen an increase in applications, reviews or successful appeals involving dementia patients, and whether it has concerns that some families may be self-funding care unnecessarily because of a lack of awareness.

A response was awaited at the time of publication.

Advice to families

Families who believe a relative may qualify for NHS Continuing Healthcare can request an assessment through the NHS or local authority.

A person does not need to have a particular diagnosis to qualify. The assessment should look at the nature, intensity, complexity and unpredictability of their needs.

Where funding is refused, families can ask for the decision to be reviewed.

The case is likely to add to concern that many families are struggling to understand a complicated system while already dealing with the emotional and financial pressure of caring for a loved one.

Sands says Welsh Government must set clearer targets to reduce stillbirths and neonatal deaths

A BABY loss charity has called for renewed action to make maternity care safer after the latest national figures on stillbirths and neonatal deaths were published.

The MBRRACE-UK perinatal mortality surveillance report tracks deaths of babies shortly before, during or soon after birth across the UK, including Wales.

The latest report says baby death rates have continued to fall across the UK over the longer term, with the UK extended perinatal mortality rate standing at 4.77 deaths per 1,000 births in 2024, down 21% since 2013.

However, Sands, the UK’s leading pregnancy and baby loss charity, says progress must not be allowed to stall and has called on the Welsh Government to introduce clear targets to reduce stillbirths and neonatal deaths.

The charity said maternity safety must remain a national priority, with better monitoring, stronger accountability and continued learning from every baby death.

The report also notes that rates in Wales, Scotland and Northern Ireland can vary more from year to year because of lower birth numbers, meaning longer-term trends are important when assessing progress.

Sands says thousands of families across the UK continue to experience the devastation of pregnancy loss or the death of a baby each year.

The charity says that every day in the UK, 13 babies die shortly before, during or soon after birth, while at least one in six pregnancies ends in miscarriage.

A Welsh Government spokesperson said: “The loss of a baby at any stage of pregnancy is devastating. Families who experience pregnancy loss at maternity units in Wales are supported by bereavement midwives, in conjunction with Sands, and offered memory boxes, which include a certificate of birth.

“Since 2016, stillbirth rates in Wales have shown a downward trend. The latest Perinatal Mortality Surveillance report acknowledges that in Scotland, Wales, and Northern Ireland, year-to-year variation in rates is often more pronounced because of lower birth numbers.

“All health boards are committed to improving quality and safety in perinatal care – through enhanced clinical reviews, early warning surveillance, safer preterm birth care, and structured learning from incidents.”

Hywel Dda University Health Board said it recognised “how devastating the loss of a baby is for parents and their families” and said its maternity and neonatal teams worked to provide safe, compassionate and supportive care.

Dana Scott, Director of Midwifery and Professional Governance for Women and Children at Hywel Dda, said the health board had “robust safety measures and clear clinical processes” in place across its maternity services.

She said Hywel Dda’s review processes were aligned with MBRRACE-UK and the Perinatal Mortality Review Tool, ensuring the health board listened, learned and reflected on each baby loss.

Ms Scott added that every family affected by stillbirth or neonatal death had access to dedicated bereavement midwives and nurses, as well as psychological support, follow-up care and opportunities for memory-making.

She said the health board also worked closely with its local Sands group and remained committed to learning from national reports to improve maternity safety locally.

Sands provides support to anyone affected by pregnancy loss or the death of a baby, including a confidential helpline, email support, online groups and local peer-support networks.

Council confirms ongoing enquiries after Herald investigation into Steven Grant

CONSUMERS who say they lost money after dealings with Computer Solutions Wales may have been left falling between police, banks and Trading Standards, Pembrokeshire County Council has acknowledged.

The admission comes after The Pembrokeshire Herald raised further questions about complaints involving Steven Grant, who has operated under the Computer Solutions Wales name.

The Herald has now been contacted by numerous customers, former workers and relatives of customers who allege payments were made for repairs, equipment or services which were delayed, not completed, or not refunded.

Pembrokeshire County Council has confirmed that Trading Standards complaints relating to Mr Grant and Computer Solutions Wales remain under review, and declined to answer some questions because of what it described as “ongoing investigations”.

A council spokesperson said: “Given ongoing investigations, it would not be appropriate to answer questions 3, 4 and 5.”

Those questions related to the number of complaints recorded, whether the council’s assessment had changed, and whether ongoing enquiries included examination of any wider pattern of complaints.

Council confirms police referral gap

The Herald asked Pembrokeshire County Council whether it had formal information-sharing arrangements with Dyfed-Powys Police in cases involving potential consumer detriment or trading concerns.

The council said it maintained working relationships with police and that information was shared where appropriate, in accordance with legislation, data protection rules and established professional protocols.

However, it added that there was “no single overarching agreement that captures every type of referral”.

The council said: “Where the Police identify potential consumer detriment or trading concerns, these may be referred to the Trading Standards Team for further consideration.”

It also said a significant proportion of complaints were received through the Citizens Advice Consumer Service, which records reports on a national intelligence database and allows Trading Standards to monitor trends, identify repeat offenders and prioritise enforcement activity where necessary.

Consumers ‘falling between agencies’

The Herald also asked whether the council was concerned that some complainants might be falling between agencies — for example where police classify matters as civil, Trading Standards is not automatically notified, and financial institutions may seek police reference numbers or criminal findings before progressing reimbursement claims.

The council said: “The Council recognises the potential for some matters to fall between agency remits, particularly where issues are assessed as civil disputes rather than criminal offences.

“In such cases, the Police may not make a referral to Trading Standards, and consumers may instead be directed towards civil remedies.”

The authority said the Citizens Advice Consumer Service was intended to reduce that risk by providing a central reporting mechanism so concerns relating to consumer detriment could still be captured and assessed by Trading Standards, even where they had not been referred by police.

But the council also acknowledged problems where banks or credit card providers require police evidence before considering refunds.

The spokesperson said: “The Council is aware that challenges can arise where financial institutions require evidence such as a crime reference number before progressing reimbursement claims.

“While Trading Standards does not determine the criteria used by financial institutions, we continue to work with partners to promote clear reporting routes and ensure consumers are signposted appropriately to the most relevant agency.”

Police treated Starlink complaint as civil

The Herald had asked the council about a documented complaint from a customer who said she paid £1,427.95 for a Starlink installation which was not carried out.

Dyfed-Powys Police confirmed separately that it received a report of alleged fraud on October 3, 2025.

A police spokesperson said: “It was alleged that a payment had been made for services that were not subsequently delivered.

“The allegation was investigated by the force and confirmed to be a civil matter, which was communicated to the victim as well as further advice being given with regards to the returning of their funds. No further police action was taken.”

The complainant says she was left in difficulty because her bank would not refund the payment without police action.

Trading Standards said it had not been aware of that specific police complaint and said the complainant should report it through the Citizens Advice consumer helpline so it could be recorded and referred.

Earlier Trading Standards involvement

In an earlier statement to the Herald, Pembrokeshire County Council confirmed that complaints relating to Steven Grant and Computer Solutions Wales were first received by Trading Standards in October 2024.

At that stage, the council said the complaints were assessed as predominantly civil in nature and did not warrant a criminal investigation.

However, Trading Standards officers met Mr Grant to discuss concerns and offered “extensive business advice” verbally and in writing, outlining his statutory duties as a trader and steps he could take to resolve grievances.

The council said advice was also offered to complainants on how devices might be recovered and the avenues available for civil redress.

But the authority added: “Unfortunately, since this early engagement Trading Standards colleagues have been unable to obtain updates from Mr Grant, and attempts to engage in further dialogue have gone unmet.”

The council also confirmed officers were aware of changes to trading address, company status and officers.

The council said it was aware that certain matters remained unresolved and of wider complaints, and would continue to assess whether a criminal investigation might be warranted.

Customers and workers come forward

The Herald’s investigation began after customers contacted the newspaper alleging missing devices, unpaid refunds and payments for goods or services they said were not supplied.

Since publication, further people have come forward.

Among them is a Cardiff-based animator, Rebecca “Bex” Merrell, who says she paid £2,964.55 to Steven Grant trading as Computer Solutions Wales for a replacement computer in December 2024.

Bank records seen by the Herald confirm the payment. Ms Merrell says the computer was never delivered and that promised refunds did not arrive.

Her father, Jay Merrell, has also contacted the newspaper and confirmed the family’s account.

The Herald has also seen evidence from Emma Venables, an NHS worker, who says she paid £589 in October 2024 to repair her son’s water-damaged laptop.

Bank records confirm the payment. Ms Venables says she was later told the laptop was repaired but locked inside premises because of a landlord dispute. She says she later gained access to the premises through a letting agent, but the laptop was not there. She says no refund was received.

Another customer, Diane Layton, who asked not to be named in earlier reporting, told the Herald she paid £1,750 by credit card for a new Apple Mac and transfer of family photographs from her late husband’s old computer. She says she waited months, was given repeated explanations for delays, and eventually recovered the money through a Section 75 credit card claim.

Her original computer was later returned by a member of staff.

Pensioner’s hard drive

The Herald has also been contacted by Tanya Mardell, who says her 71-year-old father paid £600 in total in an attempt to recover data from a hard drive containing more than 10,000 family photographs.

Mrs Mardell said her father first paid £400 and later paid a further £200 after what she described as “a lot of backwards and forwards”.

She said Mr Grant still had the hard drive and that her father now wanted it returned, whether repaired or not, so he could try another company.

She said the situation had been “incredibly stressful, emotional and financially draining” for her father, who lives on his pension.

Two PCs and court order

Another complainant, Zac Townley, said he handed over two custom-built desktop PCs for repair in March 2025 and later paid £710 after being told the work was complete.

He says the computers were never returned.

Mr Townley took the matter to court. He says a hearing took place in October 2025, which Mr Grant did not attend. The court ruled in his favour and issued an order in November for the return of the two computers and repayment of £377 in court fees.

Mr Townley says the deadline passed and the computers remained unreturned.

Holiday home Wi-Fi dispute

Retired builder David Norman Barrett, who runs holiday accommodation, visited the Herald offices and said he paid Mr Grant £1,000 to install new Wi-Fi equipment at one of his rental properties.

Mr Barrett said the work was not completed and that repeated attempts to arrange follow-up visits were met with explanations that Mr Grant was unwell or dealing with other urgent matters.

“One time he said he had collapsed and was in hospital so couldn’t attend. I did not believe him,” Mr Barrett said.

He said Mr Grant later requested additional payments despite the original amount being paid upfront.

Mr Barrett said he eventually instructed another company to complete the work.

“They were excellent and finished everything properly for £600,” he said.

Mr Barrett’s grandson, Tom, confirmed his account to the newspaper.

A Herald reporter contacted Mr Grant by telephone regarding Mr Barrett’s complaint.

Mr Grant confirmed he had received money from Mr Barrett and said he was aware a second company later completed the work, but disputed the amount involved.

“Mr Barrett had given me money, but not £1,000,” he said.

Mr Grant also alleged that Mr Barrett had taken his tools, which he said was the reason he did not return to complete the job.

Mr Barrett denied that allegation.

Laptop left in pieces

The Herald has also been contacted by college tutor and self-employed seamstress Suzanne Morris, who says she had dealings with Mr Grant in 2024 after initially taking a laptop to him over a minor technical issue.

She says the laptop was later reduced to what she described as “a cardboard box full of bits”.

Ms Morris said she lost college lesson preparation, presentations, lesson plans, resources and business accounts stored on the device.

She said the loss meant she had to duplicate a significant amount of work before the start of a new term.

Ms Morris says she has catalogued and summarised her communications with Mr Grant and is willing to provide them to the Herald.

That material is still being reviewed.

Former worker tribunal judgment

The investigation has also uncovered employment-related complaints.

Employment Tribunal documents seen by the Herald show Matthew Allen brought a successful claim against Computer Solutions Pembs Ltd.

The tribunal ordered the company to pay £13,952.49 in unpaid wages, notice pay, pension contributions and holiday pay relating to employment between February and July 2023.

Mr Allen says the money remains unpaid and believes the total owed has increased due to interest.

Another former worker, Kamil Tomczyk, has also contacted the Herald alleging non-payment, lack of employment documentation and intimidation. He has asked not to be named publicly without explicit consent, and the Herald is reviewing supporting evidence.

Company status and trading history

Companies House records show Computer Solutions Pembs Ltd was dissolved on Tuesday (July 29, 2025) following compulsory strike-off proceedings.

Filings show changes to directors and persons with significant control in the months before dissolution, along with a change of registered office address from Haverfordwest to Barrow-in-Furness.

Steven Grant was appointed as a director and person with significant control in March 2025, before filings later recorded his termination and cessation as a person with significant control at the end of April 2025.

A new director and person with significant control was recorded in May 2025, shortly before the company was dissolved.

Despite the dissolution of the limited company, services continued to be advertised online under the Computer Solutions Wales name.

Archived photographs, social media posts and marketing material seen by the Herald show the Computer Solutions Wales name has been used publicly for several years, including from a high street premises in Pembrokeshire and in promotional material dating back to 2022.

A promotional post from November 2022 referred to Computer Solutions Wales being awarded a Welsh Enterprise Award, while images from 2023 show a shopfront displaying the Computer Solutions Wales branding.

Customers who contacted the Herald said they believed they were dealing with the same ongoing business regardless of the underlying limited company structure.

Online reviews

The Herald has also reviewed online reviews and public comments relating to Computer Solutions Wales.

Some reviews are positive, but many negative reviews describe experiences involving delays, disputed refunds, non-return of devices and repeated promises to deliver equipment or payments.

The newspaper has not relied on anonymous online comments as evidence unless those individuals have contacted the newsroom directly and provided supporting documentation.

Grant’s response and legal threats

Mr Grant has previously said issues arose because of a dispute with a former landlord which restricted access to premises containing customer devices.

In a statement supplied to the Herald, Computer Solutions Wales said: “This issue began when Computer Solutions Wales was in dispute with its then landlord over building repair obligations and subsequent rent requirements.

“Since then, the landlord has denied CSW access to the property which contains a number of computers. These computers do not belong to CSW nor the landlord, but to CSW customers.

“CSW does not understand the legal position regarding ‘ownership’ of these computers, and is urgently seeking legal advice as to how the computers can be returned to their rightful owners at the earliest opportunity.

“CSW fully understands the frustration of its customers, and can reassure them that it is making strenuous efforts to resolve this matter as soon as is possible.”

The Herald later asked Mr Grant to clarify why customers were not kept informed during the alleged access dispute, how many devices were affected, how long access had been restricted, and who the landlord or managing agent was so the account could be checked.

He declined to provide further comment.

Following further reporting, Mr Grant sent the Herald a cease-and-desist email alleging defamation and harassment, demanding removal of existing articles and warning of legal action.

He has also said he has complained to the Independent Press Standards Organisation.

The Herald rejects any suggestion that its reporting is harassment. The newspaper has based its coverage on documents, court records, payment evidence and on-the-record accounts, and has offered Mr Grant repeated opportunities to respond.

Police and council position

Dyfed-Powys Police has previously said matters brought to its attention in relation to Computer Solutions Wales appeared to relate to civil liability and potential consumer protection issues.

In the Starlink case, police confirmed they received a report of alleged fraud but investigated the allegation and determined it was civil.

Pembrokeshire County Council has now acknowledged that consumers can fall between agency remits where matters are assessed as civil rather than criminal.

The council has also confirmed that Trading Standards was first made aware of complaints relating to Mr Grant and Computer Solutions Wales in October 2024, that officers met Mr Grant and gave business advice, and that further attempts to obtain updates from him went unanswered.

The council says complaints should be reported through Citizens Advice so they can be recorded and referred to the relevant Trading Standards service.

How to complain

Pembrokeshire County Council says any new complaints relating to Steven Grant or Computer Solutions Wales should be directed to the Citizens Advice Consumer Service on 0808 223 1133.

The council said Citizens Advice can provide consumer advice, signpost further guidance and notify the relevant Trading Standards service of matters of concern.

The Herald is continuing to review further accounts and documentation from people who have come forward.