Summary: We will not investigate this complaint about domiciliary care. Further investigation would not lead to a different outcome.

The complaint

1. Mr X complained about the domiciliary care arranged by the Council. He said the carers were not staying for the full allocated amount of time and had accused him of being abusive towards them. He said the carers were not doing their job properly. He said this had been ongoing since 2023.

Back to top

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 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 or continue an investigation if we decide:

• further investigation would not lead to a different outcome.

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

Back to top

How I considered this complaint

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

Back to top

My assessment

5. Mr X has made several complaints to the Council about his domiciliary care. He previously complained to the Ombudsman about carers failing to complete accurate records and poor-quality care. He said the Council had accused him of being intimidating to carers. We issued two final decisions in 2024 stating we would not investigate. Therefore, we will not consider these complaints further.
6. Mr X also complained to the Council that a carer(s):
• Had taken a knife from his property. The Council reviewed video evidence provided by Mr X. It said this did not show a knife being taken, nor was there any other evidence to support the allegation.
• Had not made his bed properly; did not make his tea and toast correctly and had not cleared a workbench of crumbs. The Council asked Mr X to raise any concerns with Care staff when they were present. It looked at taking steps to progress Mr X’s independence. It also said it would review the amount of time allocated to Mr X’s care visits, and consider whether this needed reducing.
• Dispensed the wrong medication. The Council said they spoke to the member of Care Saff who reported Mr X had told her about the error at the time. They confirmed they had updated the duty manager of the incident. The Council confirmed the staff member felt intimidated by Mr X because of his presentation. The Council said it would review where carers dispense medication and review Mr X’s Active Support Plan to agree action where a carer does not feel able to safely complete a task or a visit. We will not investigate this complaint.
7. We will not investigate Mr X’s complaints. In each case the Council has fully considered the concerns and where necessary taken steps to address the concerns. Further investigation by the Ombudsman would not lead to a different outcome.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman