Summary: We will not investigate Ms X’s complaint about the Council’s record-keeping because there is insufficient evidence of fault causing sufficient injustice to justify our involvement.

The complaint

1. Ms X complained the Council had wrongly recorded she was uncooperative, which caused her worry and stress.

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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:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement.

(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 Ms X.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In April 2025, the Council contacted Ms X about arranging a home visit to discuss her care and support needs. A home visit was arranged, which Ms X says the Council cancelled. In its complaint response, the Council said its records stated Ms X could not make the agreed time and was asked to suggest and alternative date. However, since the complaint the case had been transferred to another team so a different officer would be contacting Ms X to arrange a visit.
6. There is no indication the Council has recorded Ms X has been uncooperative. Whether it was the Council or Ms X who cancelled the original visit, there is no indication this has caused an injustice to Ms X and the Council has confirmed another officer will contact her to arrange another visit.
7. There is, therefore, insufficient evidence of fault by the Council causing sufficient injustice to justify our involvement.

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Final decision

8. We will not investigate Ms X’s complaint because there is insufficient evidence of fault causing sufficient injustice to justify our involvement.

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Investigator's decision on behalf of the Ombudsman