The Ombudsman's final decision
Summary: We will not investigate this complaint the Council did not provide support to complete a financial assessment. There is not enough evidence of fault to justify our involvement.
The complaint
Mrs X complained the Council did not support her to complete a financial assessment. She said her disability prevents her from completing the assessment independently. She said the Council was discriminating against her.
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: there is not enough evidence of fault to justify investigating.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate Mrs X’s complaint the Council failed to support her to complete her financial assessment. In the Council’s response to Mrs X’s complaint, it said her Social Worker had offered to support her with the financial assessment in person, but she had refused. It said her Social Worker remained happy to visit her to complete the assessment. It also it confirmed what information she needed to provide, and sent her a stamped address envelope, if she did not want the support off her Social Worker.
I am satisfied the Council has offered Mrs X appropriate support to complete the financial assessment. There is not enough evidence of fault to justify our involvement.
Final decision
We will not investigate Mrs X’s complaint because there is not enough evidence of fault to justify our involvement.
Investigator's decision on behalf of the Ombudsman