The Ombudsman's final decision
Summary: We will not investigate this late complaint about the Council’s decision to reduce the support provided to Mr X through a care plan. Mr X could have complained to us sooner.
The complaint
Mr X says the Council reduced the level of support it provided to him in a care plan after it reviewed his personal circumstances. Mr X says this caused unnecessary stress and anxiety.
The Ombudsman’s role and powers
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by Mr X.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X notified the Council of a change in his personal circumstances. It began to review his integrated care and support plan in January 2021. It told him the change in circumstances would affect the amount of support he would receive.
We normally expect people to bring complaints to us within 12 months of the issue they complain about. Mr X knew about the Council’s decision in January 2021. Mr X believed the Council was looking into the matter until August 2021. However, Mr X could have complained to us at that point, within 12 months.
Final decision
We will not investigate this late complaint about how the Council dealt with a review of Mr X’s care plan. Mr X could have complained to us sooner.
Investigator's decision on behalf of the Ombudsman