Summary: We will not investigate Ms X’s complaint the Council failed to make reasonable adjustments for her. There is nothing worthwhile to be achieved through our investigation.

The complaint

1. Ms X complained the Council failed to make reasonable adjustments. She said she had told the Council she could not undertake face-to-face meetings or telephone conversations because of her disabilities, however received a call from a Social Worker. She said they failed to accept her offer to provide information through email.
2. Miss X said the Council’s attempt to coerce her into a telephone call had caused her distress. She said the Council’s actions were discriminatory.

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The Ombudsman’s role and powers

3. 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 no worthwhile outcome achievable by our investigation.

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

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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. We will not investigate Ms X’s complaint the Council did not make reasonable adjustments for her. Since the complaint, the Council has confirmed that its communication with Ms X has been through email. Therefore, even if it had previously phoned her, I am satisfied it has subsequently communicated through her preferred communication method. There is nothing worthwhile to be achieved through our investigation.
7. There was delay in the Council providing a response to Ms X’s complaint. That was because it initially wanted to meet with her to verify her complaint. In its complaint response, it said there were difficulties in arranging the meeting, therefore had decided it was not proportionate to meet with Ms X before responding.
8. Ms X has raised concerns with the Ombudsman about how the Council tried to arrange its meeting with her. She said it was obstructive. We will not investigate this complaint. The Council has decided not to hold the meeting; it has responded to her complaint about the telephone contact. There is nothing worthwhile to be achieved through our investigation.

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Final decision

9. We will not investigate Ms X’s complaint because there is nothing worthwhile to be achieved through our investigation.

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Investigator's decision on behalf of the Ombudsman