Northumberland County Council (24 003 730)
Category : Children's care services > Other
Decision : Closed after initial enquiries
Decision date : 28 Sep 2025
The Ombudsman's final decision:
Summary: we will not investigate Mr F’s complaint about Children’s Services because the Council has offered a remedy for the delay in its response and appointed an independent investigator so it can respond at the second stage of the statutory children’s complaints process.
The complaint
- Mr F is concerned about his children. He complained about his dealings with Children’s Services. He is unhappy with an assessment and the attitude of social workers. He first complained to the Council in March 2024.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
- I considered information provided by Mr F and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr F has been complaining to the Council for a long time.
- In June 2025, the Council apologised for the delays and offered a symbolic payment of £250. The Council said it would respond at the second stage of the statutory children’s complaints process and appointed an independent investigator and independent person.
- Mr F and the Council have agreed a statement of complaint.
- We will not, therefore, investigate Mr F’s complaint at this time. If he remains dissatisfied once the Council has completed the statutory children’s complaints process, he can complain to us again.
Final decision
- We will not investigate Mr F’s complaint because the Council has offered a remedy for the delay in its response and appointed an independent investigator so it can respond at the second stage of the statutory children’s complaints process.
Investigator's decision on behalf of the Ombudsman