Summary: Mrs X complained the Council failed to properly respond to her concerns about the Adult Social Care support for her neighbour. We have found no fault by the Council.

The complaint

1. Mrs X complains the Council has failed to properly respond to her concerns about the Adult Social Care support for her neighbour. Mrs X says this means her neighbour does not have enough support which worsens their anti-social behaviour and causes avoidable distress.

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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’. If there has been fault which has caused significant injustice, or that could cause injustice to others in the future we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(1), as amended)

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How I considered this complaint

4. I considered evidence provided by Mrs X and the Council as well as relevant law, policy and guidance.
5. Mrs X and the Council had an opportunity to comment on my draft decision. I considered any comments before making a final decision.

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What I found

6. In her complaint to the Ombudsman Mrs X explained she had been experiencing daily issues due to the behaviour of one of her neighbours. This included shouting and swearing and knocking on people’s windows and doors. Mrs X explained she had been in regular contact with the police about the issues and attended a meeting with other residents in June 2025. The Council did not attend the meeting.
7. Mrs X considered the current care her neighbour was receiving through Social Services was not enough to meet her mental health needs and address the issues caused to residents as a result.
8. Mrs X had complained to the Council in June 2025. She outlined the impact of her neighbour’s behaviour on herself and others. Mrs X explained she had been sympathetic due to her neighbour’s mental state but the actions were distressing. Mrs X set out that something needed to change for both residents and her neighbour. Mrs X asked the Council to acknowledge safe receipt of her letter.
9. The Council responded to Mrs X’s complaint towards the end of July 2025 to confirm it had shared the information with its Adult Social Care team and it would be reviewed in line with the Council’s Safeguarding procedures to determine if any follow up action was required. The Council explained it would not be able to share any details as this would be personal information about a third party.
10. Mrs X asked the Council to escalate her complaint to Stage 2 of its complaint procedure at the start of August 2025 as she remained unhappy with the response received. Mrs X did not consider the matters should be left to what she described as unprofessional staff who did not wear tunics or lanyards when visiting her neighbour.
11. The Council responded to Mrs X in early August 2025 and reiterated that her concerns had been shared as set out above. The Council confirmed there was no benefit to the matter being considered further under its complaint procedure and provided our details.
12. Mrs X contacted the Council in mid-August 2025 to seek alternative contact details for the Ombudsman and to say she was unhappy the Council had failed to acknowledge safe receipt of her letter in June 2025. Mrs X said she had been placed on hold for an excessive amount of time when she telephoned to check safe receipt. The Council responded the following day with the requested details and provided an apology for the failure to acknowledge her June letter. We would consider the Council’s apology provides a suitable remedy for any inconvenience caused to Mrs X by the failure to acknowledge safe receipt of her initial correspondence.
13. The Council has provided the Ombudsman with details of its action following receipt of Mrs X’s concerns in June 2025. Although I cannot share this information with Mrs X I am satisfied the Council properly considered the information she shared and took appropriate action. There is no evidence of fault by the Council.
14. The Ombudsman cannot investigate the actions of the police or Mrs X’s neighbour. It would be open to Mrs X to report ongoing issues of anti-social behaviour to the District Council.

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Decision

15. I find no fault.

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Investigator's decision on behalf of the Ombudsman