Summary: We will not investigate Mr X’s complaint about how the Council installed an alarm unit in his late mother, Mrs Y’s, house and that it took payment from his account when he had cancelled the service. This is because the complaint is late and there are no good reasons why he did not complain to us sooner.

The complaint

1. Mr X complained about the Council’s conduct when it visited his late mother, Mrs Y, to install an alarm unit in her house. He also complained the Council took money out of his account when he had cancelled the service for the alarm unit. The matter caused him frustration. He wants the Council to address the matter with staff and offer him a financial remedy.

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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 Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X said the Council visited his mother’s house in late 2023 to install an alarm unit which would provide a continued support system for his mother, who had care and support needs. The service was chargeable. Mr X complained about the conduct of the person who had installed the unit.
6. Mr X said he cancelled the service in March 2024 however, the Council debited a payment out of his account after this period.
7. We will not investigate Mr X’s complaint. This is because the matters he complains of happened more than 12 months ago and so the complaint is late. We expect people to complain to us within 12 months of becoming aware of the matter complained of. The law prevents us from investigating late complaints unless there are good reasons why they are late. There are no good reasons why Mr X did not complain to us sooner.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman