Summary: We will not investigate this complaint about carer’s assessments and associated payments. This is because further investigation would not lead to a different outcome.

The complaint

1. Miss X complained the Council did not complete a Carer’s assessment from 2024, as requested by the Ombudsman. She wanted the Council to complete the missing re-assessment and pay her missing carer’s payments and compensation payment.

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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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained the Council did not complete a carer’s assessment from 2024, and failed to pay her carer’s payments and compensation.
6. The Ombudsman upheld a complaint from Miss X in 2024 and asked the Council to apologise to Miss X, re-assess her carer’s needs and make a £200 remedy payment for distress.
7. The Council said it had re-assessed Miss X’s carer’s needs for 2024 and paid her a £350 carer’s payment for this period. The Council said it had carried out a carer’s assessment for Miss X in 2025 and 2026 and she had qualified for a £350 carer’s payment in both years.
8. The Council provided a copy of its apology letter, and evidence it had made the £200 remedy payment to Miss X.
9. Miss X contacted the Council in September 2025 to complain that she had to chase them for the payments. The Council said Miss X’s concerns had been considered by her Social Worker, but not responded to as part of their formal complaints process.
10. We will not investigate this complaint because further investigation would not lead to a different outcome. The Council have confirmed the requested remedy payment has been made to Miss X. The Council have also confirmed that carer’s assessments have taken place, and Miss X received a carer’s payment in 2024 and 2025, and would shortly receive her 2026 payment.

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Final decision

11. We will not investigate Miss X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman