Ombudsman findings, themes and trends – November 2024

In this month’s edition of the Ombudsman’s findings, we discuss children and family services. 

This month we published decision reports from 22 complaints investigated by the Ombudsman. Sixteen these were about health services, three about health and social care and three about local government. The outcome of these 22 complaints were

  • Fully upheld: 15
  • Some upheld: 6
  • Not upheld: 1 

We made 74 recommendations for learning and improvement. 

Children and families 

Several of our cases this month relate to children and family services. 

In one case, our investigation found that a health and social care partnership failed to reasonably carry out enquiries into a child’s living conditions, following reports of concern from their grandparent. We also noted that the partnership failed to reasonably create, follow and document a Child’s Plan. 

We asked the partnership to apologise to the complainant, take timely and robust action to assess and investigate a situation when a concern is raised and ensure documentation is completed and monitored to a reasonable standard. 

In another case, a parent complained about the decision taken to end their child’s residential placement. We found no evidence that the draft needs assessment was shared with the child or their parents for comment, and no record of discussion with the child’s parents about respite options. It was unclear how the council concluded that Self Directed Support was in the child’s best interests, or that this has been properly communicated to the family. 

We asked the local authority to apologise and provide an explanation for why external respite options were considered unsuitable for the child. They also must ensure key decisions and changes are appropriately documented and communicated. 

Children and family social services directly impact the safety and wellbeing of vulnerable children and families. It is important these services operate effectively, in order to build trust, provide timely and meaningful support, and ensure that children's rights and needs are met. 

For more information on our work on Child Friendly Complaints, please visit our website

All our published decision reports can be read in full on our website.

Updated: November 20, 2024