Summary: We will not investigate this complaint the Council delayed in reviewing an adult social care assessment. The Council apologised for the delay and has now completed the review. Further investigation would not lead to a different outcome.

The complaint

1. Ms X complained the Council delayed after she asked it to review her care needs. She said she needed more hours to support with her interests and to help with the housework. She said not having the correct amount of support had resulted in her wellbeing deteriorating. She also complained the Council would not make reasonable adjustments for her. She wants the Council to bring forward her annual review and financial assessment.

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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:

• there is not enough evidence of fault to justify investigating, or
• further investigation would not lead to a different outcome.

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

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council reviewed Ms X’s care needs at the start of 2024. In August, she emailed the Council asking for a review. She said she needed additional hours to support her with her interests and housework. The Council considered the information provided by Ms X and added her to its list for an early annual review. Ms X complained in October after the Council had still not completed the review.
6. In the Council’s complaint response, it apologised for the delays. It explained it had a backlog of cases and that it needed to prioritise those without a package of care. The Council has since completed Ms X’s annual review.
7. We will not investigate Ms X’s complaint. That is because the Council has completed the review and apologised for the delay. There is no outstanding significant injustice that requires further remedy. In addition, it has introduced a plan to manage the high number of assessment requests. Further investigation by the Ombudsman would not lead to a different outcome.
8. We will also not investigate Ms X’s complaint the Council did not provide her a single point of contact (SPOC). The Council explained a SPOC could cause difficulties when the person was away from work. It gave Ms X a locality team she could contact. There is not enough evidence of fault in how the Council considered Ms X’s request to justify our involvement.

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Final decision

9. We will not investigate Ms X’s complaint because the Council has already apologised and completed the review. Further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman