The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of a charge for residential care. This is because the injustice is not significant enough to warrant our involvement, and an investigation is unlikely to lead to a different outcome.
The complaint
Mr X complains that the Council sent a bill for residential care for his wife’s uncle, Mr B four years after his death, when they believed all charges had been paid. He says this caused distress and frustration.
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: any injustice is not significant enough to justify our involvement, or 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 the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
Mr B was living in residential care arranged by the Council when he died in 2021. Mrs X, Mr B’s niece paid the care charges in 2023. However, the Council sent Mr and Mrs X a further bill in 2025. They were distressed as another close relative had recently died.
The Council responded to Mr and Mrs X’s complaint apologising for the delay in sending the care bill. They said the Council had now written off the charge.
The Council has taken appropriate action and apologised. There is no remaining significant injustice here that warrants investigation.
Final decision
We will not investigate Mr X’s complaint because the injustice is not significant enough to warrant our involvement and an investigation is unlikely to lead to a different outcome.
Investigator's decision on behalf of the Ombudsman