Summary: We will not investigate Ms M’s complaint about her dealings with the Council in connection with the care of her daughter because the Council has addressed all her complaints and there is nothing more we could add.

The complaint

1. Ms M complains about her dealings with the Council in connection with the care of her daughter, G, who is looked after by the Council. She complained to the Council about events in late 2024 and early 2025, including a cancelled meeting, the disclosure of her daughter’s address, delay by the Council responding to an email, a risk assessment for a holiday, a comment by a social worker in a meeting she found hurtful, and life story work for G. The Council responded at both stages of its complaints process.
2. Unhappy with the Council’s response, Ms M complained to us. She said the Council had alienated her from her daughter, failed to follow procedures, ignored her neurodiversity and treated her like ‘an abuser’.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers to investigate complaints.
4. We will not start an investigation if we decide the tests set out in our Assessment Code are not met. This may be when we could not add to any previous investigation by the Council. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

5. I considered information provided by Ms M, including the Council’s response to her complaints.
6. I considered the Ombudsman’s Assessment Code.

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My assessment

7. The Council has responded to each of Ms M’s complaints. Its responses are detailed, thoughtful and fair. Where the Council has not delivered the service Ms M is entitled to expect, it has apologised. This was the case with delays responding to an email, for example. Where there has been a misunderstanding, the Council has provided an explanation. This was the case with the life story work. I am satisfied the Council has addressed all of Ms M’s complaints. There is nothing more I could add to the Council’s response.
8. It is clear from Ms M’s complaint to us that her relationship with her daughter is a cause of great concern to her. I do not underestimate her distress. However, her complaint to us does not refer to any specific actions by the Council I could investigate.

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Final decision

9. We will not investigate Ms M’s complaint because the Council has addressed all her complaints and there is nothing more we could add.

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Investigator's decision on behalf of the Ombudsman