Summary: We will not investigate this late complaint about the quality of Mr Y’s domiciliary care. There is not a good reason for the delay in Ms X bringing the matter to the Ombudsman.

The complaint

1. Ms X complained about the care her father (Mr Y) received. She said this caused her worry. She wanted the outstanding care charges waived or reduced.

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The Ombudsman’s role and powers

2. 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 or care provider has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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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. Mr Y received domiciliary care between 2022 and 2023. Ms X complained to the Care Provider, then the Council, about the quality of care and her view Mr Y’s hospital admission in March 2023 was caused by a lack of care. The Council issued a final response to her in June 2023, signposting her to us if she remained dissatisfied.
6. Ms X raised the matter again with the Council in 2024, although Mr Y had since moved into residential care. She then complained to us in June 2024. The law says people must bring complaints to us within 12 months of becoming aware of the matter. There is not a good reason for the delay in coming to us, and Ms X could have done so in June 2023. We will not investigate this late complaint.

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Investigator's decision on behalf of the Ombudsman