Surrey County Council (23 013 324)
Category : Adult care services > Other
Decision : Closed after initial enquiries
Decision date : 11 Jan 2024
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her accommodation move. This is because there is not enough evidence of fault.
The complaint
- Ms X complains the Council disposed of her belongings without her permission.
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 not enough evidence of fault to justify investigating (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X lives in supported accommodation. In December 2022 the Council supported her move to a different placement and arranged and paid for the transport of Ms X’s belongings.
- Ms X sent written permission for the Council to complete the removal without her present and to dispose of perishable items. Ms X’s representative sent the Council a list of items to be moved and the Council arranged suitable transport.
- The removal company found there were more belongings at the property than they had been informed about and had to leave some items at the property.
- Ms X’s social worker sent her details of the items left. Ms X told her the items she wanted to keep, and the Council arranged and paid for the transport of these items. Ms X’s advocate was present when the items were delivered.
- There is no evidence of fault by the Council and therefore I will not investigate further.
Final decision
- We will not investigate Ms X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman