Mr B complained because he was unhappy that he is only allowed to contact Newport City Council (“the Council”) between 10:00 and 12:00 on a Thursday, a time that he said his social worker does not work. He also complained that the Council had sent him a letter that was not in large print format.
The Ombudsman found no maladministration in respect of Mr B’s permitted contact, and he does not have a social worker or access to social care. The Council advised that he can make a self-referral for assessment of this provision. However, the Ombudsman was concerned that the Council’s complaints department had sent a letter that was not in large print, as required by Mr B.
The Ombudsman sought and gained the Council’s agreement to provide Mr B with an apology and to place a marker on all Council systems to ensure all correspondence to Mr B is sent in large print. The Council agreed to complete these actions within 10 working days.