London Borough of Wandsworth (25 022 510)
Category : Adult care services > Assessment and care plan
Decision : Closed after initial enquiries
Decision date : 06 Jul 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s decision that Miss X can pay a contribution for her care costs. This is because there is not enough evidence of fault to justify an investigation.
The complaint
- Ms A complains on behalf of her daughter, Miss X. She says the Council has applied its policy too rigidly in deciding on the contribution Miss X should make towards her care costs.
- Ms A says the Council is causing undue financial pressure and is seeking a reassessment which reduces or removes the contribution.
The Ombudsman’s role and powers
- 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. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant.
- I considered the Ombudsman’s Assessment Code.
My assessment
- The Council carried out a financial reassessment for Miss X in August 2025. It decided she can make a contribution toward the cost of her care after allowing for the Minimum Income Guarantee.
- Ms A complained as the reassessment did not include a rent payment Miss X makes directly to Ms A.
- The Council explained it will only include housing related costs where a person is legally responsible for rent payments. As Miss X is not legally responsible for rent, this is not included in its assessment.
- The Council is entitled to apply its policy to how it carries out assessments.
- The Council has confirmed it will carry out a reassessment if there is new information. That is the appropriate route to seek a new outcome.
Final decision
- We will not investigate Ms A’s complaint because there is not enough evidence the Council is at fault to justify an investigation.
Investigator's decision on behalf of the Ombudsman