Summary: We will not investigate this complaint about the adult social care support Mr Y received at home. This is because we could not add to the Council’s response.

The complaint

1. Ms X says the care provider did not provide the support it was supposed to for her late father, Mr Y but still charged for its services. Ms X says this caused distress to herself and other family members. She wants the Council to waive the charges.

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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 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:

• there is not enough evidence of fault to justify investigating
• we could not add to any previous investigation by the organization (Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

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

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My assessment

6. Mr Y received care at home. This care was commissioned by the Council. Ms X complained that carers arrived later than the agreed time to visit Mr Y. Ms X also said the visits were shorter than they were meant to be.
7. The Care Provider accepted the carers were late on two occasions and the visits were short. It apologised to Ms X and said it had taken steps to improve its service. I am satisfied that was an appropriate remedy and it is unlikely an investigation by the Ombudsman would add to this response.
8. Ms X said she had to pay for the Care Provider during a two week notice period even when the carers did not visit Mr Y. The Care Provider explained a two week notice period was required as part of its policy. It said Ms X had requested the carers not to visit Mr Y during the notice period. We are unlikely to find fault with this approach.

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Final decision

9. We will not investigate Ms X’s complaint because we could not add anything further to the Council’s response.

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Investigator's decision on behalf of the Ombudsman