Summary: We will not investigate Mrs S’s complaint about her mother’s, Mrs T’s, Care Provider leaving the windows open causing bees to enter the property. This is because we could not make this finding. Neither Mrs S or Mrs T have been caused a significant enough injustice because of the actions of the Care Provider to warrant an Ombudsman investigation.

The complaint

1. Mrs S says her mother’s, Mrs T’s Care Provider contacted her to say there were bees in the property. Mrs S says carers providing care to Mrs T left the windows open which led to the bees entering the house. Mrs S says it cost her £75 to get someone to remove the nest. In addition, carers left a note to say the kettle was broken but did not empty it so water leaked on the floor which could have caused someone to slip and injure themselves. Mrs S was also concerned Mrs T has not eaten her lunch on one of the days carers provided care.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met.

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

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.
5. The complainant had an opportunity to comment on my draft decision. I considered her comments before making a final decision.

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My assessment

6. The Care Provider says the carer providing Mrs T’s morning care on 7 May noticed there was a number of angry bees in the kitchen when she went to get her medication. The carer closed the door to prevent the bees going through the house and notified Mrs T and the Care Provider. The Care Provider says it attempted to contact Mrs S regarding this situation and left her a voice message.
7. The Care Provider says when the carer attended to provide Mrs T’s lunch time care the kitchen door was open. On 9 May the morning carer attended and found there were a lot of bees in the property and was concerned there was a nest. The Care Provider says Mrs S was informed. The Care Provider says on 10 May Mrs S contacted it to say she would have to pay the get the bees removed and had removed the window keys so carers could not open the windows.
8. The Care Provider says when it found bees in the property it notified Mrs S.
9. The Care Provider says it was not aware of the broken kettle but has spoken to carers to remind them to report anything that appears to be broken to the office.
10. The Care Provider says although they leave Mrs T something to eat they are not commissioned to ensure she eats it or feed her.
11. We could not make a different finding or provide Mrs S with a different outcome even if we investigated. The Care Provider notified Mrs S at the earliest opportunity of the problem of the bees.

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Final decision

12. We will not investigate this complaint. This is because neither Mrs S or Mrs T have been caused a significant enough injustice because of the actions of the Care Provider to warrant an Ombudsman investigation.

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Investigator's decision on behalf of the Ombudsman