Summary: We will not investigate Mr X’s complaint about his supported living accommodation. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Mr X complained staff did not support him at his accommodation. He said his reports of harassment were not taken seriously and staff made upsetting comments. He said he did not receive assistance with collecting medication which is in his support plan. He said the lack of support caused him distress. He wants an investigation into his concerns.

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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. (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. Mr X complained about the support he received at his supported living accommodation. The Council met with the accommodation management.
6. Mr X said staff denied he experienced harassment. The Council said in its complaint response that it reviewed its records of Mr X’s reports of harassment. It confirmed it signposted Mr X to support agencies and discussed the installation of security cameras.
7. Mr X said he is not supported with his health conditions. The Council said it reviewed Mr X’s records which document staff actively supported Mr X and he attended regular support sessions.
8. Mr X said a staff member did not support him to collect his medication which is in his support plan. The Council discussed this complaint with the member of staff who said their recollection of the conversation was different to Mr X’s. The Council explained to Mr X his options for collecting medication.
9. We will not investigate this complaint. The Council reviewed Mr X’s support records which show he received active support with his condition and concerns of harassment. It clearly explained to him the support in place to collect his medication. There is not enough evidence of fault to warrant our involvement.
10. Mr X complained to us about further issues including housing allocation and a reduction in care hours. The Council confirmed it had not received a formal complaint from Mr X about these issues. We expect Mr X to complete the Council’s formal complaints process before considering these complaints.

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Final decision

11. We will not investigate Mr X’s complaint because there is not enough evidence of fault to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman