Summary: We will not investigate Miss X’s complaint about no longer being allocated to her previous social worker. This is because there is no sign of fault by the Council.

The complaint

1. The complainant, whom I shall call Miss X, complains about the Council’s decision she can no longer be allocated to her previous social worker.

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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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
3. We do not start an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• we could not add to any previous investigation by the organisation, or
• we cannot achieve the outcome someone wants. (Local Government Act 1974, section 24A(6))

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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. Miss X complained to the Council about no longer being allocated to her previous social worker. Miss X said she felt secure and listened to by her previous social worker and she does not trust anyone else. She is angry and upset that she can no longer talk to her.
7. The Council explained the change happened because Miss X was transferred from the Young Adult Team to the Adult and Autism Team. This was because the Young Adult Team works with people who have learning disabilities, which Miss X does not have. Miss X’s previous social worker only works within the Young Adults Team and so she is no longer allocated to Miss X’s case. It advised Miss X to use the support staff in her supported living accommodation in the first instance to discuss any concerns. It confirmed the Adult and Autism Team would ensure the help Miss X receives helps her in the way she needs.
8. Whilst I acknowledge Miss X’s wish to be allocated to her previous social worker there is no sign of fault by the Council here. It has clearly explained to Miss X why she is no longer allocated to the social worker and there is nothing further we could add to the Council’s response. We cannot intervene where there is no sign of fault by the Council and we cannot tell it to allocate Miss X’s case to the social worker of her choice. This is a matter for the Council to decide and it has clearly explained the reason for its decision.

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Final decision

9. We will not investigate Miss X’s complaint because there is no sign of fault by the Council.

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Investigator's decision on behalf of the Ombudsman