Summary: We will not investigate this complaint about the number of hours Mr Y receives within his care package and how these are arranged because it is unlikely an investigation by the Ombudsman would add to the Council’s response or achieve anything further for Mr Y.

The complaint

1. Mr Y complains about the number of hours he receives as part of his adult social care package. He says the hours are not enough, and do not meet his needs.
2. Mr Y also complains about poor communication with his allocated social worker.

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The Ombudsman’s role and powers

3. 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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• we cannot achieve the outcome someone wants, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

4. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
5. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

6. I considered information provided by Mr Y and the Council.
7. I considered the Ombudsman’s Assessment Code.

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My assessment

8. Mr Y complained to the Council in July 2025. He said the level of care he is receiving is not sufficient in meeting his needs and requested additional hours as part of his adult social care package. Mr Y also said his social worker was poor in their communication with him.
9. The Council explained that reviews took place in October 2024 and November 2024. It recognised Mr Y’s wishes for living independently and assessed the number of hours required to meet his eligible needs under the Care Act 2014. The Council maintains that Mr Y’s needs have not changed, and the provided hours are sufficient in meeting these.
10. The Council accepted its communication could have been clearer and apologised to Mr Y. It accepted failings in providing clear and written communication to Mr Y and agreed a more collaborative care plan was required.
11. I am satisfied the Council provided a proportionate remedy for the injustice caused to Mr Y. Quickly after its response to Mr Y, the Council completed the agreed actions. It completed a further review, which involved Mr Y and his care agency. It also created a written care plan, which explained and reflected how Mr Y’s needs were being met and ensured the allocated hours were used effectively. It is unlikely an investigation by the Ombudsman would add to the Council’s response or achieve anything further for Mr Y. Therefore, we will not investigate this complaint.

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Final decision

12. We will not investigate Mr Y’s complaint because it is unlikely an investigation by the Ombudsman would add to the Council’s response or achieve anything further for Mr Y.

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Investigator's decision on behalf of the Ombudsman