Summary: We will not investigate this complaint about the Council’s delay in completing a financial assessment for Mr Y. This is because the Council has remedied the matter to the Ombudsman’s satisfaction.

The complaint

1. Mrs X complained the Council delayed in completing a financial assessment for her husband Mr Y after he had moved into a care home. She said the additional financial worries waiting for the financial assessment has caused much stress. She wanted the Council to reimburse some of Mr Y’s care cost contributions, and provide compensation.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

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

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My assessment

6. Mr Y moved to a care home in 2024 and self-funded his care. Mrs X contacted the Council in November 2024 to request a financial assessment for Mr Y.
7. In its complaint response, the Council apologised for the delay in completing Mr Y’s financial assessment which took place in May 2025. The financial assessment determined the contributions Mr Y paid towards the cost of his care, the Council then paid the remaining funding.
8. Mrs X asked the Council to backdate the funding to November 2024 when she first asked for Mr Y’s financial assessment. The Council agreed to backdate the payments to November 2024 and issued a refund in December 2025. The Council apologised for the time it had taken to resolve Mrs X’s complaint.
9. We will not investigate this complaint because we are satisfied with the actions the Council has taken in relation to this complaint. It apologised for the delay in conducting Mr Y’s financial assessment, backdated payments to when Mrs X first approached the Council, and apologised for the time taken to arrange for the backdated payment. The backdated payment is an appropriate remedy to address the financial assessment delay. The Council’s apology is an appropriate remedy for the delay and uncertainty when pursuing the complaint.

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Final decision

10. We will not investigate Mrs X’s complaint because the Council has remedied the matter to the Ombudsman’s satisfaction.

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Investigator's decision on behalf of the Ombudsman