Summary: Miss X complained about the contact and support provided to Mr Z by social services during his transition between placements. We have ended our investigation as the Council has proposed action which provides a suitable remedy.

The complaint

1. Miss X complains about the contact and support provided to Mr Z from social services during his transition between placements. Miss X highlighted failures by the social worker allocated to Mr Z, inaccuracies in his capacity assessment which also impacted his Care Act assessment and a lack of engagement.

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The Ombudsman’s role and powers

2. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
3. 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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
4. We may investigate complaints made on behalf of someone else if they have given their consent. (Local Government Act 1974, section 26A(1), as amended)

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How I considered this complaint

5. I considered information provided by Miss X and the Council.
6. Miss 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

7. During my investigation the Council proposed the following action

• the case had been allocated to a Senior Practitioner who would make contact to arrange a home visit
• a reassessment of needs would be undertaken to determine eligibility under the Care Act 2014
• the existing capacity assessment would be reviewed with a further assessment completed if required
• the Senior Practitioner would coordinate the reassessment and engagement

8. Based on the information provided, I consider this would provide a suitable remedy for the complaint subject to the actions being completed within a reasonable timeframe (which I consider to be six weeks from the date of my final decision) and for the Council to ensure Miss X is kept advised of progress and the outcome.

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Decision

9. I have ended my investigation and upheld the complaint as the Council has taken action which has resolved the outstanding issues and no further action by the Ombudsman is needed.

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Investigator's decision on behalf of the Ombudsman