Summary: We will not investigate Ms X’s complaint about delays and poor communication following her offer to be a ‘connected person’ carer because there is nothing we could add to the Council’s response.

The complaint

1. Ms X volunteered to be a ‘connected person’ carer for a young person. She complains about delays and poor communication by the Council following her offer.

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The Ombudsman’s role and powers

2. 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 we but must use public money carefully. We do not start or continue an investigation if we decide we could not add to any previous investigation by the Council. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. I have carefully considered everything Ms X said, although I have not included every detail here. I have included as few details as possible to protect the anonymity of Ms X and the young person she volunteered to care for.
6. Ms X volunteered to be a ‘connected person’ carer for a young person she knew.
7. Frustrated by delays early in the process, Ms X complained to us. We asked the Council to respond, as we must allow councils to respond to complaints before we can investigate.
8. By the time of the Council’s final response, things had moved on for the young person and placement with Ms X was no longer under consideration.
9. Unhappy with the Council’s response to her complaint, Ms X complained to us.
10. The Council upheld Ms X’s complaints. The Council apologised, explained what it was doing to improve services, and offered Ms X a symbolic payment to acknowledge her distress.
11. There is nothing we could add to the Council’s response by further investigation.

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Final decision

12. We will not investigate Ms X’s complaint because there is nothing we could add to the Council’s response.

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Investigator's decision on behalf of the Ombudsman