The Ombudsman's final decision
Summary: We will not investigate this complaint about the support provided to Miss B by the Council. The complaint is late and there are no good reasons to investigate now.
The complaint
Miss B complains she asked the Council for help, but it did not provide her with support despite telling her would have a personal assistant. Miss B says the Council has not provided her with copies of minutes of meetings. As an outcome she seeks a financial remedy.
The Ombudsman’s role and powers
The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss B complained to the Council in August 2023 about the support she received from an advocacy service provided under the terms of the Care Act 2014. Miss B complained the advocacy service did not have who were adequately trained. She also complained the Council did not offer proper advice and make reasonable adjustments when communicating with her.
The Council replied to the complaint in September 2023 and said it did find evidence the advocacy staff were not trained in line with the Care Act 2014. It said the advocacy service had updated Miss B’s communication preferences.
The Council confirmed it had arranged face-to-face meetings with Miss C as reasonable adjustment including when dealing with her complaint. It said it had signposted her to discretionary services when necessary. The Council said Miss B’s case had been allocated to a mental health worker who would review her assessment.
We will not investigate Miss B’s complaint because it is late and there are no good reasons to investigate now. Miss B has not raised any recent complaints with the Council since receiving the last response in September 2023.
Final decision
We will not investigate Miss B’s complaint because it is late and there are no good reasons to investigate now.
Investigator's decision on behalf of the Ombudsman