Summary: The Ombudsman will not investigate this complaint about how the Council dealt with safeguarding concerns. This is because the complainant is satisfied with the response he has now had from the Council and the matter he was complaining about has been resolved.

The complaint

1. Mr X has complained on behalf of his mother, Ms Y. Mr X is unhappy with how the Council dealt with safeguarding concerns raised about the residential care home where his mother lives.

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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 must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe the complainant is satisfied with the Council’s response.

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

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How I considered this complaint

3. I have read Mr X’s complaint and his email confirming he has now had a satisfactory response from the Council.

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What I found

4. Ms Y has lived in the care home since June 2019. Mr X contacted the Council as he was concerned his mother was being neglected and not receiving proper care from the home. The Council started a safeguarding investigation. However, it closed the case as it decided, on balance, abuse had not occurred. Mr X was unhappy with this response and complained the Council did not properly look into his concerns.
5. Since complaining to the Ombudsman, the Council has met with Mr X and agreed to reopen its safeguarding process. Mr X is happy with this outcome and says it has resolved the issues he was complaining about.

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Final decision

6. The Ombudsman will not investigate this complaint because Mr X has had a satisfactory outcome from the Council and the matter he was complaining about has been resolved.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman