Summary: We will not investigate this complaint about the Care Provider’s alleged failure to safeguard Mr Y’s personal belongings. This is because an investigation would be unlikely to result in a worthwhile outcome.

The complaint

1. Mr X complained the Care Provider lost his father Mr Y’s photograph collection when he was a resident at its care home.
2. Mr X complained the Care Provider’s actions have caused him and his family distress.

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The Ombudsman’s role and powers

3. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide:

• further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by Mr X and the Care Provider.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr Y was a resident at the Care Provider’s home for several years. After Mr Y died in February 2023, his son Mr X contacted the Care Provider to locate Mr Y’s photograph collection. The Care Provider said it could not locate the photographs and would investigate further.
7. Mr X complained to the Care Provider after it confirmed it had not been able to find the photographs. Mr X said the photographs had sentimental value and the care provider should have recorded and safeguarded them.
8. The Care Provider manager responded to the complaint explaining he had visited the home and discussed the matter with staff who were in contact with Mr Y. The Care Provider apologised and explained that after an intensive search of the home they had still been unable to find the photographs.
9. In response to enquiries the Care Provider has confirmed it is their policy to take an personal inventory when a resident joins their home and Mr Y did not have photographs recorded in his possession when he joined the home. The Care Provider manager also oversaw several searches of Mr Y’s room and communal areas and was unable to locate the photographs.
10. Mr X remains unhappy with the situation and wants us to find the Care Provider at fault. The evidence shows the Care Provider does not hold records of the photographs and has conducted several searches for them without success. These were reasonable actions for the Care Provider and there is nothing further the Care Provider can reasonably be expected to do. It is unlikely an investigation would lead to a worthwhile outcome for Mr X.
    

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Final decision

11. We will not investigate Mr X’s complaint because an investigation would be unlikely to result in a worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman