Summary: We will not investigate Ms X’s complaint the way the Council handled its enquiries about her direct payments. This is because the complaint is late and there is no good reason to investigate it now.

The complaint

1. Ms X complained the Council made an unannounced visit to discuss her direct payments with her in July 2024 following a report from its direct payment audit team. She also complains about the follow up communication after the meeting.
2. Ms X says the Council caused severe distress and is seeking changes in the Council’s processes.

Back to top

The Ombudsman’s role and powers

3. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

Back to top

How I considered this complaint

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

Back to top

Final decision

6. We will not investigate Ms X’s complaint because it is late and there are no good reasons to investigate now.

Back to top

Investigator's decision on behalf of the Ombudsman