Summary: We will not investigate Miss X’s complaint about the Council’s unannounced visit at her home. The Council has remedied any injustice through its complaints process. Investigation by us would not achieve anything more.

The complaint

1. Miss X complains about the unannounced visit at her home by the Council’s adult social care team. She says the matter has caused her ongoing anxiety and left her feeling unsafe. She wants the Council to apologise, offer her a financial remedy and to change its processes.

Back to top

The Ombudsman’s role and powers

2. We investigate 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 continue an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• there is no worthwhile outcome achievable by our investigation.

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

3. 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

4. I considered information provided by Miss X and the Council.
5. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

6. Miss X complained to the Council about its adult social care team visiting her home unannounced. The Council explained the visit was undertaken in response to a safeguarding referral it received about possible welfare concerns at her address. It acknowledged it would have been proportionate to have made further efforts to contact Miss X before the visit and apologised to her for the distress caused. It also provided feedback to its staff to improve future services.
7. I am satisfied the Council has taken reasonable and proportionate action to remedy any injustice caused by its actions. Investigation by us is unlikely to achieve anything more.

Back to top

Final decision

8. We will not investigate Miss X’s complaint because investigation by us is unlikely to achieve anything more.

Back to top

Investigator's decision on behalf of the Ombudsman