Summary: We will not investigate Mrs X’s complaint about the involvement of the Council’s children’s services with her family. The complaint is older than 12 months and is late. Mrs X’s complaint about the conduct of a social worker would be better considered by Social Work England.

The complaint

1. Mrs X complained about the involvement of the Council’s children’s services with her family including the actions of a social worker.
2. Mrs X said the matter caused her distress.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
4. 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)
5. 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 there is another body better placed to consider this complaint (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
6. The Ombudsman cannot investigate whether social workers are meeting their professional standards of conduct. Complaints of this nature should be referred to the social workers’ professional body, Social Work England.

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How I considered this complaint

7. I considered information provided by the complainant.
8. I considered the Ombudsman’s Assessment Code.

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My assessment

9. We will not investigate Mrs X’s complaint. This is because the matters complained about happened before August 2023. Mrs X came to the Ombudsman in June 2025. The complaint is older than 12 months and is late.
10. I have seen no good reasons Mrs X could not have complained about these matters sooner. Therefore, we will not investigate this complaint.
11. In addition, Mrs X complained about the actions of a social worker and their professionalism. The Ombudsman cannot determine whether social workers have met their professional standards. If Mrs X is concerned about the professional conduct of the social worker she could submit a complaint to Social Work England.

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Final decision

12. We will not investigate Mrs X’s complaint because it is late. Social Work England is better placed to consider Mrs X’s complaint about the conduct of a social worker.

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Investigator's decision on behalf of the Ombudsman