London Borough of Harrow (25 012 723)
Category : Children's care services > Other
Decision : Closed after initial enquiries
Decision date : 27 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about a social worker’s actions. Social Work England are better placed to consider her complaint.
The complaint
- Ms X complains about a children social worker’s behaviour and actions.
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 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 there is another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Ms X and the Council’s replies which it provided.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X complains about the way a children services social worker acted on a case involving a member of her family. She says she shouted at her, ignored her, did not reply to her emails and failed to treat her with respect.
- The Council replied to Ms X’s complaint and apologised for how she felt.
- Our role is to investigate the actions of the Council as a corporate body, not to hold a single officer accountable. Ms X concerns about the professionalism or integrity of an individual social worker, are better suited to their professional body, Social Work England.
Final decision
- We will not investigate Ms X’s complaint because Social Work England is better placed.
Investigator's decision on behalf of the Ombudsman