The Ombudsman's final decision
Summary: We will not investigate Ms Y’s complaint about a welfare check performed by the Council. This is because we consider she has not suffered a significant personal injustice.
The complaint
Ms Y complains the Council carried out an unnecessary welfare check when they should have been aware she was not at risk.
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 any injustice is not significant enough to justify our involvement.
(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 I considered the Ombudsman’s Assessment Code.
My assessment
Ms Y was visited by the Police for a welfare check. A week later the Council visited her for another welfare check.
Ms Y says the Council should have communicated with the police and been aware she was not at risk.
The Council have explained their duty to carry out safeguarding inquiries and apologised for causing Ms Y to feeling humiliated and intruded on.
Investigator's decision on behalf of the Ombudsman