The Ombudsman's final decision
Summary: We will not investigate this complaint about Mr X’s contact with the Council. This is because the Council has already investigated, apologised for fault for some of the complaint and provided an explanation for its actions. Therefore, further investigation would not lead to a different outcome.
The complaint
Mr X complained the Council did not contact him about referrals made to Children’s Social Care and then did not notify him when it provided family support to his children. This has caused negative impact on his mental health.
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 the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X said the Council failed to contact him following a referral being made to it by another organisation. He also said they didn’t inform him of support it then offered to one of his children.
The Council accepted there was fault in not contacting Mr X after the initial referral, explained what should have happened and apologised. It also acknowledged a delay in clarifying which child was receiving support in early 2025 and apologised. Finally, the Council also explained it could not divulge further details about Mr X’s concerns due to data protection and safeguarding restrictions.
In this case, the Council has accepted errors, apologised, and fed back learning to staff. Additionally, it provided an explanation for its actions and limitations about what it could share. And these responses appear reasonable. It is unlikely further investigation would achieve anything more for Mr X.
Final decision
We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman