Summary: We will not investigate this complaint that the complainant’s carers do not wear shoe covers. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, whom I refer to as Mrs X, complains the Council will not provide shoe covers for carers to wear when they visit.

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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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by Mrs X and the Council. This includes the papers Mrs X signed when she started the current care package. I also considered our Assessment Code and comments Mrs X made in reply to a draft of this decision.

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My assessment

4. Mrs X’s care package began in 2016. The Council says it did not agree to provide shoe covers as part of the package. Mrs X says she signed papers in 2016 when she set up the package and this included an agreement that the carers would wear shoe covers.
5. In response to Mrs X’s complaint the Council explained that, while in the past it sometimes provided shoe covers, it now only does so if they are needed for infection control. It said it does about 500 care visits a day and it does not have the resources to routinely provide shoe covers. The Council recognised Mrs X’s concerns about her carpets and said she is welcome to provide covers for the carers to wear.
6. I will not investigate this complaint because there is insufficient evidence of fault by the Council. The Council did not agree to provide shoe covers as part of the current care package and it has explained why it cannot provide them. At times it has provided covers but it does not have the resources to continue to do so. I have read the agreement Mrs X signed in 2016. The documents show Mrs X asked for carers to wear shoe covers but, while her wish is reflected on the documents, there is no agreement for the Council to provide covers.

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Final decision

7. I will not investigate this complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman