London Borough of Barnet (26 008 923)
Category : Adult care services > Assessment and care plan
Decision : Closed after initial enquiries
Decision date : 12 Jul 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s advice to X about care and support needs, including how to access other agencies that could assist them. There is not enough evidence of fault in the Council’s actions to justify investigating.
The complaint
- X complained the Council had failed to help them access the support they needed from other agencies, that they were known to. X said this affects the support they have available to them.
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 and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- X complained to us about the Council’s lack of support, in ensuring they can access local welfare and support services. X was previously assessed by the Council and complained about its actions here. We decided that case in October 2025, and I will not revisit this earlier decision or investigation.
- More recently, in 2026, X complained about the Council’s actions through an intermediary. In June 2026, the Council responded to X and set out the support agencies that were involved in their welfare support. It also explained why a specific mental health support service, was not available to X, because of their circumstances.
- Noting the Council’s response, it is unlikely I would find fault in the Council’s actions and therefore I will not investigate X’s complaint.
Final decision
- We will not investigate X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman