Summary: The Ombudsman will not investigate this complaint about the actions of the Council after the complainant had work done to her home. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, whom I refer to as Ms X, complains that the Council made a report to the police without seeing the renovations. Ms X also says that statements made by her carers meant the police would not investigate her report of theft. She also says the Council does not support her.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if we believe it is unlikely we would find fault. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I read the complaint and the Council’s responses. I considered comments Ms X made in reply to a draft of this decision and I got some additional information from the Council.

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What I found

What happened

4. Ms X received money from her insurers. At Ms X’s request, the insurance firm gave the money to Ms X’s brother who carried out some repairs to Ms X’s home to rectify the damage that had been caused. Her brother returned the money to Ms X minus £6000 which he said represented the work he had done.
5. The Council says Ms X reported her brother to the police and alleged he had stolen £6000 of her insurance money
6. Ms X says her carers told the police that the work her brother did was worth £6000. Ms X says the work was not worth £500.
7. Ms X says the police decided not to investigate her report because the carers confirmed her brother had done work to the value of £6000. Ms X complained to the Council that officers had made a false allegation to the police. She also complained about a lack of support and of the Council not returning calls.
8. In response, the Council explained that two officers had visited and seen the renovations. The Council made a report to the police based on what the officers had seen. The Council denies the carers said the work was worth £6000. The Council says the police decided there was no case to answer.
9. The Council also explained there were many plans in place to support and safeguard Ms X. It said that, exceptionally, it had waived the financial contribution she is meant to make for the cost of her care. It said there were times when Ms X had not engaged with carers or had not answered the phone. The Council said officers try to return calls as soon as possible.

Assessment

10. I will not start an investigation because there is insufficient evidence of fault by the Council. The Council confirms it gave a statement to the police that Ms X’s brother did some work but there is no evidence that officers said the work was worth £6000. And, it was for the police to consider the evidence and decide whether to take any action.
11. The Council has also explained that it provides a lot of support to Ms X and tries to return calls as soon as possible. The fact that it has waived the financial contribution demonstrates the Council is committed Ms X’s well-being.

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Final decision

12. I will not start an investigation because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman