Summary: We will not investigate Ms C’s complaint about lack of communication between her and the Council regarding Mrs E’s financial contribution. This is because it is unlikely we would find enough evidence of fault to warrant an Ombudsman investigation.

The complaint

1. Ms C complained the Council’s failure to communicate effectively with her about Mrs E’s financial assessment resulted in her being in debt to her Care Provider. Ms C says she was unaware Mrs E would have to pay her contribution towards her care until October when the financial assessment was completed.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council says the financial assessment completed online by Mrs E’s daughter in May 2021 and information within the online process stated Mrs E would need to contribute towards her care within the requirements of the Care Act 2014.
6. Ms C has confirmed the financial assessment does state Mrs E will need to contribute towards her care from June when her care commenced not October when the financial assessment was completed.

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Final decision

7. We will not investigate Ms C’s complaint because it is unlikely we would find enough evidence of fault with the actions taken by the Council to warrant an ombudsman investigation.

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Investigator's decision on behalf of the Ombudsman