Summary: We will not investigate Ms X’s complaint about the Council’s Social Worker carrying out an unannounced visit. This is because it is unlikely we would find fault with the Council and we could not add to its previous investigation.

The complaint

1. Ms X complained the Council’s Social Worker carried out an unannounced visit to her home. The matter caused her distress. She wants the Council to acknowledge it acted with fault.

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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, or
• we could not add to any previous investigation by the organisation.

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

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My assessment

5. The Council commissions care and support for Ms X. Ms X said in late 2025, a social worker appeared at her property without providing any notice to her before their visit. Ms X said the Social Worker entered her home with her regular care worker. Ms X said she asked the Social Worker to leave however, the Social Worker ignored her request.
6. The Council investigated Ms X’s complaint. In response to her complaint, the Council said:
• it had concerns about Ms X’s home environment being a hazard combined with her mobility needs. The Social Worker had carried out the visit for Ms X’s safety and wellbeing. The Social Worker wanted to establish whether Ms X required further support;
• the Social Worker waited outside Ms X’s property until her regular care worker arrived. They entered Ms X’s home with the care worker as they wanted to discuss such matters in private. The Social Worker had entered Ms X’s property with her care worker as they did not want to unsettle her. The Social Worker left Ms X’s property once she had requested them to; and
• the Social Worker attempted to call Ms X before the visit however had not been able to do so.
7. The Council acknowledged Ms X’s distress and apologised to her. It said since her complaint, it had added a note to her case informing staff to arrange visits in writing where possible. It had carried out a supervision with the Social Worker and discussed what they could have done differently. The Council had also removed the Social Worker from Ms X’s care and support.
8. We will not investigate Ms X’s complaint because it is unlikely we would find fault with the Council. There is no general legal requirement for Council’s to make an appointment to visit someone. Unannounced visits are also appropriate in such cases as this, where the Council had concerns about Ms X and her property. Furthermore, the Social Worker had attempted to call Ms X before their visit and did not continue with their visit once Ms X requested them to leave. There is also no evidence the Council was aware Ms X wanted notice in writing before any visits.
9. In any case, the Council has since made appropriate changes in how it communicates with Ms X going forward. It also appropriately addressed the matter with the Social Worker and removed them from Ms X’s care and support. This is what we would expect it to do. We could therefore not add to its investigation.

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Final decision

10. We will not investigate Ms X’s complaint because it is unlikely we would find fault with the Council and we could not add to its previous investigation.

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Investigator's decision on behalf of the Ombudsman