Summary: We will not investigate this complaint about a ‘peace of mind charge’ levied at the extra care accommodation because there is not enough evidence of fault to justify investigation.

The complaint

1. Mr X complains he is being charged a ‘peace of mind charge’ due to residing at an extra care facility where he does not use the extra care services. He also complains that the Council has not provided him with information about the purpose of the charge.

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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 must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. If there has been fault which has caused significant injustice, or that could cause injustice to others in the future we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
3. We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)

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How I considered this complaint

4. I considered the information provided by Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X lives in an extra care housing complex where a ‘peace of mind charge’ is payable by all residents. This charge funds the 24-hour emergency response service (peace of mind service) which is available to all residents.
7. Mr X states he does not use the service and believes he should not be liable for these charges. He also says the purpose and reason for the charge has not been made clear.
8. In 2024, the Council sent Mr X a letter stating that the charge would be payable directly to the Council, whereas before, the charge was payable to the care provider. The letter says “The Peace of Mind charge is charged to all tenants in Extra Care schemes across Cambridgeshire and covers the carers responses to the emergency call bells and pendants. The current Peace of Mind charge is £16.90 a week.” Information about the charge is also on the housing provider’s website and the Council says the service is referenced in information about the apartments so residents could be aware of the charge before moving into their property.
9. I am satisfied there is sufficient information available so residents can be aware of the reason and purpose of the charge.
10. Mr X says he does not need the service. However, I am unlikely to find fault with the Council’s decision to charge all residents at extra care housing complex’s a ‘peace of mind charge’. While some residents may not have utilised the 24-hour emergency response service, it is available to all residents should they have an emergency.

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Final decision

11. We will not investigate Mr X’s complaint because there is not enough evidence of fault to justify an Ombudsman investigation. 

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Investigator's decision on behalf of the Ombudsman