Ombudsman tells council to review complaints handling process

A report by the LGO found that Worcestershire County Council had failed for seven weeks to follow up a safeguarding referral made by ‘Mr C’ after his grandchildren witnessed a violent incident within the family in August 2011 that led to police action.

At the time of the referral the council agreed that a healthcare worker would visit the family to check on the children. But there had been no visit by the end of September.

The Ombudsman said the council also took “at least five months too long” to deal with Mr C’s complaint about its failure, which amounted to a breach of statutory guidance.

“It [the council] wrongly remains of the view that its practice in dealing with children’s social care complaints is correct,” the report said.

Dr Martin told the council to review its process “to ensure it is fully compliant”.

Worcestershire has offered Mr C £250 as a remedy for the difficulties he had in progressing his complaint. The council has also offered to pay him a further £750, made up of £500 for the unnecessary anxiety its delay in following up a valid safeguarding referral for seven weeks caused him, and £250 for his time and trouble in having to approach the Ombudsman.

A spokesperson for Worcestershire said: "We accept the findings from the Ombudsman's investigation and acknowledge the delay in dealing with both the initial referral and subsequent complaint is unacceptable. The county council will now review its complaints procedure in line with the statutory guidance from the LGO."