Summary: We will not investigate Miss X’s complaint about the Council’s decision to end her day centre placement at a mental health hub. This is because there is insufficient evidence of fault. In addition, the claimed fault has not caused any injustice.

The complaint

1. Miss X complains about the Council’s decision to end her day centre placement at a mental health hub.

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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, or
• any fault has not caused injustice to the person who complained.

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

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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. Miss X received support from a mental health hub. Miss X also received support from other providers.
6. In July 2024, Miss X told the Council that her week was occupied by activities at different centres/other providers and so she was not going to be able to attend the mental health hub. The Council told Miss X that since she would not be attending, the mental health hub should close her case file.
7. The Council said Miss X agreed for her case file to be closed and that she was told the Council can refer her back to the service at any time if needed. The Council also explained that each mental health hub could only support a limited number of individuals and so appropriate to review if individuals no longer require services to ensure other people can make use and benefit from the service.
8. An investigation is not justified as we are not likely to find fault. The Council has explained the reasons for why Miss X’s case was closed to the mental health hub. Further, given Miss X confirmed she would not be able to attend the hub due to her time being taken up accessing other services, I am also satisfied her case file being closed has not caused any injustice. This is because she would not have been able to access services at the mental health hub in any case, even if her case had been left open.
9. The Council has confirmed it can refer Miss X back to the hub if needed. It is open to Miss X to request the Council refer her if she would like to access services at the mental health hub again.

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Final decision

10. We will not investigate Miss X’s complaint because there is insufficient evidence of fault. In addition, the claimed fault has not caused any injustice.

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Investigator's decision on behalf of the Ombudsman