Summary: Ms X’s representative complained about the Council’s failure to provide information about a historical care debt. We will not investigate the complaint because the Council has now resolved it by sending the information requested.

The complaint

1. Ms X’s representative complained about the Council’s failure to provide information asked for about a historical care debt. This meant Ms X was unable to take appropriate action on the debt.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information from:
• the complaint and from a telephone conversation with Ms X’s representative; and
• the Council’s response to our initial enquiries.

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What I found

4. Ms X lives in a care home. Her representative deals with her finances on her behalf.
5. 
   The Council said Ms X owed care home fees. Her representative was happy to pay the fees as long as the Council explained fully enough why they were due. From August 2018 onwards the representative asked the Council for information so they could understand how the debt was made up.
6. In August 2020 the representative complained to the Council about its delay and asked for the information again. The representative complained to us when the Council failed to respond.
7. After we contacted the Council, in December 2020 it sent a letter and information to Ms X’s representative, apologising for the delay. The representative agrees the Council’s response resolves the complaint.

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Final decision

8. We will not investigate this complaint because the Council has now resolved it by sending Ms X’s representative the information requested.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman