The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s communication with Miss X relating to her son’s transition to a new school. The Council have considered Miss X’s complaint and further investigation by us would not lead to a different outcome.
The complaint
Miss X said her son (G) was due to move to a new school after the Council named it in an Education, Health, and Care (EHC) Plan. Miss X complained the Council did not let the school know and then properly communicate with her to confirm he had a place there. Miss X was worried about this, and it caused her frustration. Miss X now wants the Council to properly communicate with her.
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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Miss X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X said after the Council named a school in G’s EHC Plan, she contacted the school, and they said the Council had not updated them that her son would be attending there. Miss X also tried, on numerous occasions, to speak to G’s caseworker at the Council about this and could not get a reply from them. Miss X then complained to the Council.
The Council replied to Miss X and apologised for its poor communication. It confirmed it had been in touch with G’s school to make sure there would be no issues with him moving there and contacted Miss X about this. It also told me it had carried out a ‘learning the lessons’ debrief with the staff in the service area.
These actions are appropriate and further investigation by us would not lead to a different outcome.
Final decision
We will not investigate Miss X’s complaint because further investigation by us would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman