The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaints about his care plan and support because we have already investigated them. We will also not investigate Mr X’s complaint that he was unable to speak to his named adviser when he telephoned the Council’s automated line. The Council has resolved the matter. Further investigation would achieve nothing more.
The complaint
Mr X complains the Council failed to provide him with appropriate social care support and an assessment.
He also complains there was no option on the Council’s automated telephone line to select his named adviser.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate Mr X’s complaints about the provision of adult social care and support or his care plan. That is because we have already made findings on these matters.
In its complaint response the Council explained its website provided details of how to contact a named adviser. However, it partially upheld Mr X’s complaint because its main automated telephone line did not have an option to enable people to be put through to a named adviser. It has now included an option to make this possible. Further investigation would achieve nothing more.
Final decision
We will not investigate Mr X’s complaints. Some have already been investigated and in relation to the others, further investigation would achieve nothing more.
Investigator's decision on behalf of the Ombudsman