The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s failure to progress with adaptations to the complainant’s home. The Council confirms it has an appointment to visit the complainant to carry out a new assessment and progress the case. We consider an investigation at this time would not lead to a different outcome.
The complaint
Mrs X complains the Council has failed to adapt her home to to adjust her family’s needs. She also says it insisted she take herself off its Homemove Bidding Scheme.
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 Mrs X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council confirms it could not progress with adaptations because Mrs X did not sign and return the occupational therapist’s recommendations which it sent to her home address twice. Mrs X advised officers she would not sign the forms until the family had an advocate. It closed the case as it did not receive further contact from Mrs X for about two years.
However, the Council says it has recently been advised Mrs X now has an advocate. It has reopened her case and made an appointment to carry out a new assessment of the family needs.
Final decision
We will not investigate Mrs X’s complaint because the Council has confirmed the case has been reopened as her advocate has recently contacted them. An appointment has been made to carry out an assessment and the case will be progressed. I do not consider that an investigation at this time will lead to different outcome.
Investigator's decision on behalf of the Ombudsman