Summary: The Ombudsman will not investigate Ms X’s complaint that the Council is failing to meet her care needs and has reduced the help it provides. The Council is reassessing/reviewing the arrangements. Ms X may return to the Ombudsman once this is done.

The complaint

1. Ms X complains the Council is not meeting her care needs and wrongly cut the help she gets. Ms X says the Council has reduced the number of midday visits which leaves her with a problem toileting and having appropriate food available. The Council has not allocated enough time to deal with laundry or shopping. It is not giving Ms X the help she needs with correspondence and hospital appointments.

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The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

3. I have considered Ms X’s comments and discussed the complaint with her by telephone. I have considered the complaint correspondence and clarified the position with the Council.

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What I found

4. Ms X tells me that in 2019 she started to live independently due to a problem at the family home. She lives alone in temporary accommodation and recently moved to a hostel. Ms X has various health conditions which affect her ability to live independently. She works at weekends.
5. The Council started to provide social care to Ms X last year once she was independent. Last October, following an assessment, it reduced the care package. Ms X has complained about this decision and how her care needs are being met since November. On 4 December and 6 January 2020, the Council replied to her complaints.
6. The Council’s complaint replies say that a manager is doing a detailed review of Ms X’s care and support needs. I understand the Council is obtaining more information from health services.

Analysis

7. The Ombudsman will not investigate this complaint, at this time, for the following reasons.
8. The Council has indicated its agreement with my recommendation that:
1. The care review needs to involve Ms X and other significant people, such as health professionals.
2. Ms X will be given a copy of the review record.
3. Ms X will be given a copy of her care plan following the review (updated where necessary).
9. Following the care review the Council will write to Ms X regarding her complaint. It may be helpful for the Council to provide an extra comment on the position especially if Ms X remains unhappy with her care arrangements.
10. Ms X may return to the Ombudsman on completion of the care review, and any further complaint reply. I expect the Council to conclude this matter within the following 4-6 weeks.

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Final decision

11. The Ombudsman will not investigate Ms X’s complaint that the Council is not meeting her care needs and has reduced the help it provides. The Council is reassessing/reviewing Ms X’s needs. Ms X may return to the Ombudsman once this is done.

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Investigator's decision on behalf of the Ombudsman