Summary: We will not investigate this complaint about personal alarm equipment the Council provided to Ms X not working. Further investigation by the Ombudsman would not lead to a different outcome. In any case, we could not achieve the outcome sought by Ms X.

The complaint

1. Ms X complained the personal alarm equipment provided by the Council did not work when she had an issue at home.
2. Ms X said this led to her sustaining injuries.

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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:

• further investigation would not lead to a different outcome, or
• we cannot achieve the outcome someone wants.

(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. Ms X complained the personal alarm equipment provided by the Council did not work when she required support following an issue at home. Ms X said this meant she had to find a way into a different room, despite her mobility issues and therefore she sustained injuries.
7. The Council investigated after it received Ms X’s complaint. The Council’s complaint response details Ms X’s use of her personal alarm equipment since August 2024.
8. It would appear on review of all information there is a dispute between the Council and Ms X over when the incident happened.
9. However, the Council provided apologies for the equipment failure and detailed service improvements it intended to implement because of Ms X’s complaint.
10. I do not believe an Ombudsman investigation would lead to a different outcome in this case. It appears the Council have carried out a thorough investigation and provided apologies where appropriate.
11. Additionally, even if we did investigate, we would not be able to achieve the outcome sought by Ms X. Ms X seeks compensation and we cannot tell the Council it should compensate her. For these reasons, we will not investigate this complaint.

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Final decision

12. We will not investigate Ms X’s complaint because further investigation by the Ombudsman would not lead to a different outcome and we could not achieve the outcome sought by Ms X.

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Investigator's decision on behalf of the Ombudsman