Summary: We will not investigate this complaint about the Care Provider moving Mrs Y to a first-floor room during renovations. The complaint is late, and there is not a good reason Mrs X did not complain sooner.

The complaint

1. Mrs X complained the Care Provider moved her mother, Mrs Y, to a different room at the care home for seven months during renovations without considering her or her family’s wishes. Mrs Y could not use ground floor amenities during this time which caused her distress and inconvenience.

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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 care provider 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 the complainant and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Care Provider began renovations at the care home in March 2020. Mrs Y was required to move to a first-floor room which impacted her ability to use the ground floor amenities. Mrs X raised her concerns at the time and met with the Regional Manager in September 2020. Mrs Y moved back to a ground floor room in October 2020. Mrs X complained to the Care Provider in July 2021 and brought the complaint to the Ombudsman in November 2021. There is not a good reason she did not complain to us sooner.

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Final decision

6. We will not investigate Mrs X’s complaint because there is not a good reason it was brought to us late.

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Investigator's decision on behalf of the Ombudsman