The Ombudsman's final decision
Summary: We will not investigate Mr B’s complaint about the Council’s delay in providing him with information about access to advocacy services. This is because the Council has apologised for the oversight, explained what happened and provided Mr B with the information he requested. We could achieve no more.
The complaint
Mr B says he asked the Council to provide him with an advocate in August because the nominated contact person was not able to offer him the level of support he wanted. Mr B complained he did not receive information about advocacy services until the following March.
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 do not start an investigation if we decide 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 apologised to Mr B for the delay in sending him the information he requested about accessing advocacy services. It explained it had overlooked this complaint because it receives numerous emails from Mr B and is dealing with several complaints running alongside each other at the same time. It acknowledged although Mr B was not happy with the support he received from his nominated point of contact; she had tried to help him. The Council advised Mr B of the advocacy services available to him and their contact details.
The Council explained why there was a delay in him receiving the information he requested about advocacy services and apologised. We could achieve no more even if we investigated.
Final decision
We will not investigate Mr B’s complaint because we could achieve no more even if we investigated.
Investigator's decision on behalf of the Ombudsman