Summary: We will not investigate Mr X’s complaint about the adult social care services provided to him by the Council. This is because we consider we would be unable to add to the work already taken by the Council to put matters right.

The complaint

1. The complainant, who I will call Mr X, is complaining about the care provided to him by London Borough of Hounslow (the Council). Mr X complains that he has had no care plan in place since 2021 and that the Council failed to provide him with a copy of that care plan when he requested it.
2. In addition, Mr X complains that the Council failed to notify him of the outcome of a safeguarding investigation relating to his care.
3. Mr x says these failings caused him stress and anxiety and exacerbated his mental illness.

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The Ombudsmen’s role and powers

4. The Ombudsmen investigate complaints about ‘maladministration’ and ‘service failure’. We use the word ‘fault’ to refer to these. If there has been fault, the Ombudsmen consider whether it has caused injustice or hardship (Health Service Commissioners Act 1993, section 3(1) and Local Government Act 1974, sections 26(1) and 26A(1), as amended).
5. The Ombudsmen provide a free service but must use public money carefully. They may decide not to start or continue with an investigation if they believe the claimed injustice is not significant enough to justify their involvement, or it is unlikely they could add to any previous investigation by the organisations involved (Health Service Commissioners Act 1993, section 3(2) and Local Government Act 1974, section 24A(6), as amended).

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How I considered this complaint

6. In making my final decision, I considered information provided by Mr X and discussed the complaint with him. I also considered information provided by the Council. I invited comments from Mr X on my draft decision statement but received no response.

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What I found

7. Mr X has complex needs and receives social care support from the Council.
8. In June 2023, Mr X complained that the Council had failed to put a care plan in place for him since 2021. Mr X said the Council was therefore breaching its duty of care to him.
9. The Council found Mr X had been assessed in August 2021. The Council then carried out a review of his care and support needs in February 2022. This resulted in a revised care and support plan. However, the Council acknowledged that it was unclear whether a copy of the care plan had been shared with Mr X at that time. The Council apologised for this and provided Mr X with a copy of his care and support plan.
10. In response to my enquiries in October 2023, the Council acknowledged that a further review was of Mr X’s care needs was overdue. The Council has now completed this review and is in the process of finalising Mr X’s care and support plan in consultation with him.
11. I recognise Mr X was frustrated not to be provided with a copy of his care and support plan. The Council has acknowledged and apologised for this. It has also now conducted a further review of Mr X’s needs.
12. I appreciate Mr X’s frustration. However, I am satisfied the Council has now taken appropriate action to put matters right. In my view, an investigation by the Ombudsmen would not achieve anything further. For this reason, I we will not investigate this aspect of Mr X’s complaint.
13. In June 2022, Mr X complained that the Council had not advised him of the outcome of a safeguarding investigation relating to his care.
14. The Council found Mr X’s ex-partner had raised concerns in November 2019 about the care provided him in his supported accommodation. The Council completed its safeguarding enquiries in January 2020. The Council advised Mr X and his ex-partner of its findings in a meeting in January 2020. However, the Council acknowledged it did not provide Mr X with a formal response and that it should have done so. The Council apologised for this omission.
15. I consider this to be a reasonable and proportionate response to Mr X’s complaint. There is no outstanding injustice that would warrant further investigation at this time.

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Final decision

16. For the reasons above, we will not investigate Mr X’s complaint.

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Investigator's decision on behalf of the Ombudsman