The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s contact with Miss X’s family. This is because there is not enough evidence of fault to justify investigating, and further investigation would not lead to a different outcome.
The complaint
Miss X complained the Council delayed in responding to her concerns, and did not provide help. She said this has had an impact on her physical and mental health. She wanted the Council to accept responsibility for not responding to her requests for support and provide compensation.
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: there is not enough evidence of fault to justify investigating, 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 Miss X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complained the Council delayed in responding to her concerns, and did not provide her with help.
In its complaint response, the Council told Miss X the reports she had raised with Children’s Services had not met the threshold for statutory intervention. The Council said it had provided advice and signposting to Miss X as to the appropriate mechanism to address her concerns.
We will not investigate this part of the complaint because there is not enough evidence of fault to justify investigating. The Council responded to the concerns Miss X raised and advised they did not meet the threshold for statutory investigation. The Council also signposted Miss X to appropriate organisations to address her concerns.
Miss X also complained the Council treated her as a perpetrator following an incident in late 2024. In its complaint response, the Council apologised to Miss X for a lack of empathy in its response to a police report following the incident. It said it would remind staff of the importance of providing empathetic responses.
We will not investigate this part of the complaint because further investigation would not lead to a different outcome. The Council has apologised to Miss X for a lack of empathy and said it would take steps to improve how it responded to complainants.
Final decision
We will not investigate Miss X’s complaint because there is not enough evidence of fault to justify investigating, and further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman