The Ombudsman's final decision
Summary: We will not investigate this complaint about residents being double charged for care and support services. This is because the alleged fault has not caused Mr X any personal injustice.
The complaint
Mr X says residents of the independent living apartments he lives in pay a service charge which funds the salary of several members of staff. He says these staff members were used to deliver additional care and support services. Residents who used these additional services were invoiced separately. Mr X complains residents who used the additional services were therefore double charged for care and support services.
The Ombudsman’s role and powers
We investigate complaints about adult social care providers and decide whether their actions have caused an injustice, or could have caused injustice, to the person making the complaint. (Local Government Act 1974, sections 34B and 34C)
How I considered this complaint
I considered information provided by the complainant and the Care Provider.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X lives in an independent living apartment. He pays a service charge which covers the salary of a full-time independent living manager, part-time cleaner, and maintenance worker. Mr X says these staff members were used to deliver additional care and support services. Residents who use these additional services were charged in addition to the service charge. Mr X complains this meant these residents were being double charged.
Mr X confirmed to us he has not used the additional care and support services on offer. Therefore, the alleged fault has not caused Mr X any personal injustice as he has not paid for these additional services.
It is open to the residents who have been affected to raise the complaint with us.
Final decision
We will not investigate Mr X’s complaint because the alleged faults have not caused him any personal injustice.
Investigator's decision on behalf of the Ombudsman