Summary: We will not investigate Miss X’s complaint about how the Council commissioned Care Home managed her late uncle, Mr Y’s, belongings. This is because the complaint is late and there are no good reasons why she did not complain to us sooner.

The complaint

1. Miss X complained the Council commissioned Care Home poorly treated her late uncle, Mr Y’s, belongings when he was due to transfer to another care home. Miss X said it caused her and the family distress. She wants the Council to conduct a thorough investigation into her concerns and provide her with an apology for the distress caused.

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The Ombudsman’s role and powers

2. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

3. I considered information provided by Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr Y was residing in the Council’s commissioned Care Home. In March 2024, Mr Y’s care and support needs increased which the Care Home could no longer meet. Arrangements were made for Mr Y to move to another placement.
6. In April 2024, Mr Y’s family visited the Care Home to collect his belongings. Miss X said staff had packed Mr Y’s belongings into black bags and left them along with other big items such as a desk, in the communal lounge. Miss X said some of Mr Y’s belongings were missing, others were in poor shape and some of them belonged to other residents. Miss X also said the Care Home had not properly arranged the collection of belongings with the family.
7. Miss X complained to the Care Provider in April 2025. The Care Provider acknowledged it could have provided a better service and said it would make service improvements to prevent a recurrence of fault.
8. We will not investigate Miss X’s complaint because it is late. Miss X brought her complaint to us approximately 17 months after it happening. We expect people to complain to us within 12 months of becoming aware of the matter complained of. There are no good reasons why Miss X did not complain to us sooner.

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Final decision

9. We will not investigate Miss X’s complaint because it is late and there are no good reasons why she did not complain to us sooner.

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Investigator's decision on behalf of the Ombudsman