Norfolk County Council (23 012 435)
The Ombudsman's final decision:
Summary: Mrs B complained about the Council’s decision to charge her for reablement services after she left hospital. She said the Council had a duty to provide reablement services for free for up to 6 weeks. We have ended the investigation as the Council has agreed to send an apology letter and waive the charges.
The complaint
- Mrs B says the Council offered her a free reablement service when she was about to be discharged from hospital, but then withdrew the offer when it said the in-house agency did not have capacity to provide the service.
The Ombudsman’s role and powers
- 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 an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I have discussed the complaint with Mrs B and have discussed the Council’s offer of a remedy with her.
What I found
- Mrs B said the Council offered her a free reablement service when she was about to be discharged from hospital, but then withdrew the offer when its in-house agency did not have capacity to take on Mrs B’s care package.
- The Council has now agreed to waive the charges for the first six weeks of Mrs B’s care package and to send her a letter of apology. I have therefore discontinued the investigation as the remedy that Mrs B sought has been provided.
Agreed action
- The Council has agreed to take the following actions within one month of the final decision. It will:
- Send a written letter of apology to Mrs B.
- Waive the charges for the first six weeks of the care package.
Final decision
- I have discontinued the investigation.
Investigator’s decision on behalf of the Ombudsman
Investigator's decision on behalf of the Ombudsman