The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s visit in 2020 to Mrs X to assist with benefits claims. This is because the complaint is late and there is no good reason for this.
The complaint
Mrs X complains that a Council officer was rude to her when he carried out a welfare benefits visit in 2020. She says this caused her extreme distress and affected her mentally.
The Ombudsman’s role and powers
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 also considered the Ombudsman’s Assessment Code.
My assessment
Mrs X complained to the Council about a welfare rights officer’s visit in March 2020. She said the officer was rude, asked unacceptable questions and she felt bullied.
The Council did not uphold the complaint at stage one of its procedure. It explained the reasons for the questions that the officer and other officers asked. It said it would not visit her but offered to assist her if she wished.
Mrs X raised her complaint to the Ombudsman in April 2025.
Final decision
We will not investigate Mrs X’s complaint because it is late and there are no good reasons for this.
Investigator's decision on behalf of the Ombudsman