Summary: We will not investigate this complaint about the Council’s children’s services involvement with Miss X’s family. The complaint is late and there are no good reasons for us to exercise discretion to consider it now.

The complaint

1. Miss X complained about the Council’s children’s services involvement with her family, specifically its involvement with her child (Y).
2. Miss X complained about poor communication and inappropriate conduct by a social worker.
3. Miss X said this caused a negative impact to her and Y’s mental health.

Back to top

The Ombudsman’s role and powers

4. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
5. 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)

Back to top

How I considered this complaint

6. I considered information provided by the complainant and the Council.
7. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

8. Miss X complained to the Council about its children’s services in September 2023.
9. The Council responded to Miss X’s concerns on two occasions in October and November 2023.
10. Miss X complained to the Ombudsman in August 2025.
11. As outlined in paragraph five, we cannot investigate complaints where a person has known about the matter for more than 12 months, without good reasons.
12. I have seen no good reasons why Miss X could not have complained to the Ombudsman sooner. Therefore, I will not exercise discretion to consider this complaint now.

Back to top

Final decision

13. We will not investigate Miss X’s complaint because the complaint is late, without good reasons for us to exercise discretion to consider it now.

Back to top

Investigator's decision on behalf of the Ombudsman