Summary: We will not investigate this complaint about the standard of care Mr X received in a residential home. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.

The complaint

1. Miss X complained about the care her brother, Mr X, received at a residential home placement funded by the Council. She said the home was not fit to care for someone in Mr X’s condition. She wants the Council to apologise for the standard of care Mr X received

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. 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

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. We will not investigate this complaint. Mr X passed away in May 2024 meaning Miss X was aware of the issues complained about before this date. She complained to us in November 2025. We expect a person to complain to us within 12 months of being aware of a matter. Therefore, the complaint is late, and there is no good reason to exercise discretion to consider it now.

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Final decision

7. We will not investigate Miss X’s complaint because it is late and there are no good reasons to exercise discretion to investigate it now.

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Investigator's decision on behalf of the Ombudsman