Summary: We will not investigate Ms X’s complaint that the Council did not provide her with suitable care and support. This is because the complaint is late and there is no good reason she did not complain to us sooner.

The complaint

1. Ms X complained the Council failed to provide her with suitable care and support. She said her care needs have not been met, and the Council did not review her care. She said she received contradictory information regarding direct payments. She wants an explanation, apology, and action to remedy the problem.

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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. Ms X complained to the Council in 2024. Many of the issues Ms X complained of are historical. We expect a person to complain to us within 12 months of being aware of a matter and Ms X did not complain to us until June 2026. Therefore, the complaint is late, and there is no good reason to exercise discretion to investigate it now.

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Final decision

7. We will not investigate Ms X’s complaint because it is late and there is no good reason she did not complaint to us sooner.

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Investigator's decision on behalf of the Ombudsman