Summary: We will not investigate this complaint about a Care Home. That is because the Council is completing a safeguarding investigation into the concerns.

The complaint

1. Miss X complained on behalf of her sister Miss Y. She said the Care Home where Miss Y lived, had failed to provide Miss Y appropriate personal care, resulting in her becoming distressed and upset. She also said Miss Y’s personal belongings had gone missing. Miss X said the Care Home had failed to investigate her concerns properly in its response to her.

Back to top

The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

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

Back to top

My assessment

5. The Council has confirmed it is currently completing an adult safeguarding investigation into the concerns raised by Miss X. I am satisfied that is the most appropriate way to deal with Miss X’s concerns following the Care Home’s complaint response. Therefore, we will not investigate this complaint as I am satisfied with the action the Council has taken and because we would not investigate whilst safeguarding enquiries were ongoing.

Back to top

Final decision

6. We will not investigate Miss X’s complaint because I am satisfied the Council’s decision to complete safeguarding enquires is an appropriate way to consider her concerns.

Back to top

Investigator's decision on behalf of the Ombudsman