Northumberland County Council (25 009 517)
Category : Adult care services > Assessment and care plan
Decision : Closed after initial enquiries
Decision date : 03 Dec 2025
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about her care and support assessment. The complaint has been made late, and it would have been reasonable for Ms X to complain sooner.
The complaint
- Ms X complains the Council has not properly considered her medical conditions for her care and support plan. She says the plan was inaccurate and did not provide her with adequate support. Ms X also complains the Council misinformed her about direct payment rates.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X is disabled and requires support through a care and support plan. In April 2024, Ms X’s support needs increased, and her care and support needs were reviewed. The Council issued a new care and support plan.
- Ms X says the plan was inaccurate and did not provide adequate support meaning she had to hire private carers to ensure her care and support needs were met. Ms X also says the Council provided incorrect information about direct payment rates.
- Ms X has been aware of these matters since April 2024. We normally expect people to complain to us within twelve months of them becoming aware of a problem. Mrs X did not complain to the Ombudsman until July 2025. We look at each complaint individually, and on its merits, considering the circumstances of each case. But we do not exercise discretion to accept a late complaint unless there are good reasons to do so. I have considered whether to exercise our discretion to investigate the complaint, but I have seen no good reasons to do so.
Final decision
- We will not investigate Ms X’s complaint. The complaint has been made late, and it would have been reasonable for Ms X to complain sooner.
Investigator's decision on behalf of the Ombudsman