Summary: We will not investigate Ms M’s complaint about an assessment because there is nothing we could add to the Council’s investigation, and no worthwhile outcome achievable.

The complaint

1. Mrs M complained about an assessment undertaken by the Council. She says some things in the assessment are untrue. She says other things give the wrong impression.
2. Mrs M complained about the way the Council conducted the assessment, including the arrangements for a telephone call with her husband.
3. Mrs M is unhappy with the Council’s handling of her complaint. She disagrees with the outcome. She has lost trust in the Council.

Back to top

The Ombudsman’s role and powers

4. 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,
• there is another body better placed to consider the complaint, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

5. I considered information provided by the complainant.
6. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

7. Ms M complains about an assessment of her son’s social care needs and her needs as a carer. The Council undertook the assessment in the first half of 2025.
8. Ms M complained to the Council on 7 July 2025. She was unhappy with the assessment. She said that some statements in the assessment were untrue, and others were misleading. I have not included the details here to ensure Ms M’s anonymity. Ms M complained about her dealings with the Council during the assessment, and the Council’s handling of her complaint.
9. Following the assessment, the Council offered a direct payment so Ms M could employ a personal assistant to promote her son’s independence. I understand Ms M did not take up the Council’s offer.
10. The Council responded at both stages of its complaints process. The Council accepted there were mistakes in the assessment which it said it would correct. The Council also agreed to add a copy of Ms M’s comments to the assessment so that it included her views on the statements she said were misleading.
11. Unhappy with the outcome, Ms M complained to us. She said she wanted there to be a record of the Council’s mistakes.
12. I can see that Ms M’s dealings with the Council have been a source of considerable stress and concern. However, we will not investigate Ms M’s complaint because there is nothing worthwhile we could achieve.
13. The Council accepted it made mistakes in the assessment and has taken steps to correct them. There is nothing we could add to the Council’s investigation.
14. If Ms M remains dissatisfied, she could ask the Council to make changes under her ‘right to rectification’. If she cannot reach an agreement with the Council, she could ask the Office of the Information Commissioner for advice. The Information Commissioner is better placed to advise on the matter.
15. Following the assessment, the Council offered support. Ms M declined the offer of support. I understand Ms M’s decision. But there is nothing we could achieve by further investigation.

Back to top

Final decision

16. We will not investigate Ms M’s complaint because there is nothing we could add to the Council’s investigation, and no worthwhile outcome achievable.

Back to top

Investigator's decision on behalf of the Ombudsman