Summary: We will not investigate this complaint about the Council asking the Police to complete a welfare visit. There is not enough evidence of fault to justify our involvement.

The complaint

1. Mr X complained the Council asked the Police to complete a welfare visit. He said several months later, he had tried to access mental health support from the Council but did not receive a response. Mr X wants the people who ignored that email dismissed from their job.

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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
• we cannot achieve the outcome someone wants.

(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 explained it received an email from Mr X that led it to have concerns for his personal safety. It contacted the Police to complete a welfare visit. Although Mr X is unhappy with hat decision, we will not investigate. That is because we would not be critical of the Council contacting the Police if it believed Mr X might be at risk. There is not enough evidence of fault to justify our involvement.
6. We will also not investigate Mr X’s complaint the Council did not respond to his email after he contacted it for mental health support. Mr X wants the people who failed to respond to that email dismissed. That is not an outcome we could achieve. In addition, the Council has confirmed Mr X can contact the Mental Health Team. There is not enough evidence of fault to justify our involvement.

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Final decision

7. We will not investigate Mr X’s complaint because there is not enough evidence of fault to justify our involvement.

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Investigator's decision on behalf of the Ombudsman