• The complaint
• The Ombudsman’s role and powers
• How I considered this complaint
• My assessment

The Ombudsman's final decision:

Summary: We will not investigate this complaint about Mrs X’s needs not being met as a carer. This is because the Council has already agreed to a reassessment so an investigation would not lead to a different outcome.

The complaint

1. Mrs X complains about how the Council assessed her needs as a carer. She wants the Council to carry out a re-assessment of her needs and provision her with the support she needs.

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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 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))

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How I considered this complaint

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

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My assessment

5. The Council completed a Carer’s Assessment, to assess Mrs X’s needs. Mrs X said the package of support did not meet her needs and made a complaint to the Council. The Council responded to Mrs X in January 2025, in which it offered a further assessment.
6. I will not investigate Mrs X’s complaint because Mrs X has been offered a new assessment of her needs as a carer which is the outcome she was seeking. We will not start an investigation if it will not lead to a different outcome.

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Final decision

7. We will not investigate Mrs X’s complaint because the Council has already agreed to a reassessment so an investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman

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