The Ombudsman's final decision
Summary: We will not investigate Ms X’s complaint about the actions of a social worker and the response of Children’s Social Care. This is because it is unlikely investigation by us would lead to a different outcome.
The complaint
Ms X complained about the conduct of the Social Worker supporting her family. She said this impacted her children’s well-being and education.
Ms X had a number of complaints upheld by the Council. She complained the Council has not made itself sufficiently accountable for these complaints or formally apologised.
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: we could not add to any previous investigation by the organisation, or 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 Ms X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X complained the Social Worker working with her and her family did not record their visits in detail. She complained the Social Worker did not provide accurate information about her and her family.
In its complaint response the Council did not find concerns about the Social Workers conduct and explained its reasons. In response to a request, the Council did provide a different Social Worker.
Ms X made complaints to the Council about matters including communication and delay. These complaints were upheld by the Council. Ms X complained the Council had not taken accountability or formally apologised.
In its response the Council made a plan with Ms X about communication and information sharing and made recommendations for the wider team.
The Council has identified it was at fault in some of Ms X’s complaint and has apologised to Ms X for any distress it caused.
We must use public money carefully and I do not think investigation by ourselves could add to the previous investigation by the Council or lead to a different outcome, therefore I will not investigate this complaint
Final decision
We will not investigate Ms X’s’ complaint because it is unlikely investigation by us would lead to a different outcome.
Investigator's decision on behalf of the Ombudsman