Summary: We will not investigate Miss X’s complaint about children services’ actions as it is unlikely we could significantly add to the Council’s reply.

The complaint

1. Miss X complains about children services’ actions.

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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, 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 organisation; or
• there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. The law says we cannot normally investigate a complaint unless we are satisfied the organisation knows about the complaint and has had an opportunity to investigate and reply. However, we may decide to investigate if we consider it would be unreasonable to notify the organisation of the complaint and give it an opportunity to investigate and reply. (Local Government Act 1974, section 26(5), section 34(B)6).

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How I considered this complaint

4. I considered information provided by Miss X and the Council’s replies to her.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Miss X complained to us about four issues:

Failed to provide her with support since her children moved to her home.

7. We have no evidence Miss X has complained about this. It is reasonable to expect her to do so.

Failed to provide financial support promised five months ago

8. In reply to Miss X’s complaint in June 2025, the Council agreed to reimburse her travel expenses for visiting her children whilst they lived in the Council’s care. In September 2025, it confirmed it had made that payment. It also confirmed it would pay for the period between June and when the children returned to her care. It made this promise four days before she complained to us. We have no evidence it has not done so. Our investigation would achieve no more than a reimbursement it has already offered.

The Council has not visited my children once since they've been returned home

9. In its September 2025 reply the Council explained the social worker allocated to the children had seen the children in settings outside the home. It accepted they had not seen the children at home and should have done so. It apologised and explained that it had decided to change the social worker and the new one would visit Miss X’s home. Our investigation could achieve nothing significantly more.

Miss X wants the Council to pay the home to school transport costs

10. In its September 2025 reply, the Council agreed to pay the autumn term costs. It said this would give Miss X time to make alternative arrangements including the possibility of the children moving schools. Miss X did not want to do that. Our investigation could achieve nothing significantly more. It is reasonable to expect Miss X to apply for home to school transport in the usual way.

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Final decision

11. We will not investigate Miss X’s complaint because it is unlikely we could achieve more.

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Investigator's decision on behalf of the Ombudsman