Summary: We will not investigate Ms X’s complaint that her social worker failed to respond to her contact and the Council has refused to allocate her a new social worker. We could not add to the Council’s response or achieve a different outcome.

The complaint

1. Ms X complains her social worker failed to respond to her contact and the Council has refused her request for a change of social worker. She says this caused distress and she does not feel listened to. She wants the Council to be more considerate and acknowledge the impact of poor communication on those receiving services.

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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:

• we could not add to any previous investigation by the organisation, or
• 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 the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In its complaint response, the Council apologised to Ms X for its social worker’s lack of response to her calls. It said that the records showed that the social worker was working to support Ms X.
6. It said it would not agree to change her social worker at this time and explained the reasoning for this decision.
7. We will not investigate this complaint. Although I acknowledge this matter has caused Ms X frustration and distress, the Council has apologised to Ms X for failing to respond to her calls. This is a suitable remedy for any distress caused.
8. It has also explained to her why it will not agree to change her social worker. It is for the Council to decide how it allocates its officers and we could not require it to allocate her a new social worker. An investigation into this would not lead to a different outcome.

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Final decision

9. We will not investigate Ms X’s complaint because an investigation could not add to the Council’s response or lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman