Bournemouth, Christchurch and Poole Council (25 004 207)
Category : Children's care services > Child protection
Decision : Closed after initial enquiries
Decision date : 08 Oct 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Miss X’s contact with the Council. This is because the Council has already investigated, upheld most of the complaint and taken action to remedy fault. Therefore, further investigation would not lead to a different outcome.
The complaint
- Miss X complained that the Council failed to inform her about the reasons for limiting contact with her daughter, failed to respond to requests for information, did not carry out required home visits and acted coercively by pressuring her to sign a working agreement. Miss X said this has caused deterioration of her mental health.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X alleged that the Council failed to communicate the reasons for restricting her contact with her daughter and neglected to respond to her information requests or conduct necessary home visits. She also claimed the Council acted coercively by pressuring her into signing a working agreement.
- The Council upheld Miss X’s complaints, apart from the issue related to signing an agreement. The Council has investigated the matter, held two separate meetings with Miss X, agreed to record calls with Miss X in the future, changed social workers by agreement and provided an explanation in regard to the working agreement.
- In this case, the Council has accepted errors, made changes, and fed back learning to staff. Additionally, it provided an explanation for its actions. And these responses appear reasonable. It is unlikely further investigation would achieve anything more for Miss X.
Final decision
- We will not investigate Miss X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman