The Ombudsman's final decision
Summary: We will not investigate Ms B’s complaint about the Council’s refusal to allocate her a named Social Worker. This is because it is unlikely we would find enough evidence of fault to warrant an ombudsman investigation.
The complaint
Ms B complained the Council refused to allocate her a named Social Worker and refused to review her care needs. Ms B wants the Council to reconsider her request for a named Social Worker.
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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council explained once a person’s care needs are met and their package of care is in place, the case is closed to the named Social Worker until it is time for the care and support needs to be reviewed, usually 12 months later or sooner if a person’s care needs have changed. In Ms B’s case it had only recently assessed her and there was no change in her support needs requiring a named Social Worker. The Council explained Ms B lives in a service with available staff, she has contact with her psychologist once a week and has it made a reasonable adjustment because of her anxiety and agreed a timetable of a phone call with a duty Social Worker every Monday morning and Friday afternoon.
Although Ms B would like a named Social Worker the Council has explained the process for assessing and reviewing care and the additional contacts it has agreed to support Ms B and there is not enough evidence of fault with the Council’s decision not to allocate her a named Social Worker.
Final decision
We will not investigate Ms B’s complaint because it is unlikely we would find enough evidence of fault to warrant an ombudsman investigation.
Investigator's decision on behalf of the Ombudsman