Summary: We will not investigate Miss X’s complaint about the Council noting inaccurate information in a letter. She says the Council stated she had a walk-in shower when she does not. This is because an investigation would not lead to different findings or outcomes.

The complaint

1. Miss X complains the Council noted inaccurate information in a letter as it stated she had a walk-in shower when she does not. Miss X says she has a bath.

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The Ombudsman’s role and powers

2. The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start an investigation if we decide:

• investigation would not lead to a different outcome, or
• it would be reasonable for the person to ask for an organisation review or appeal.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. In response to Miss X’s complaint, the Council apologised for incorrectly recording Miss X had a walk-in shower. The Council confirmed it would amend this information in its assessment.
6. An investigation is not justified as it would not lead to any different findings as the Council has already accepted it was at fault for the incorrect information recorded. Further, an investigation would not lead to a different outcome as the Council has completed an appropriate remedy by apologising for the mistake and amending the information.
7. In addition, the Council told us that following its complaint response, Miss X’s advocate requested the Council reassess Miss X’s care and support needs. The Council said this work was ongoing. Therefore, it is reasonable for the Council to be given the opportunity to complete its reassessment. If Miss X is unhappy with the outcome of the reassessment, it is open to her to make a new complaint to the Council.

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Final decision

8. We will not investigate Miss X’s complaint because an investigation would not lead to different findings or outcomes.

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Investigator's decision on behalf of the Ombudsman