Mrs X complained that her mother was receiving an inadequate home care service from the Council. She also complained that she had not received a response to her complaint, which she submitted to the Council in August 2021.
The Ombudsman decided that the Council should provide Mrs X with a substantive written response (within 3 weeks) to address her concerns. The response should also offer an apology, remedial action and an explanation as to why Mrs X’s complaint was not dealt with sooner. A financial redress payment should also be considered for her inconvenience and in having to approach the Ombudsman.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.