Summary: We will not investigate Mrs X’s complaint about a delay in the provision of specialist equipment. This is because there is not enough evidence of fault to justify an investigation.

The complaint

1. Mrs X complains about delay in the provision of a rise and recline chair recommended by an Occupational Therapist. She also complains about delay in the Disabled Facilities Grant process.

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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. (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 carried out an Occupational Therapy Assessment in July 2025. It recommended a rise recliner chair for Mrs X.
6. In August, Mrs X said she did not want the chair. The Council arranged a visit in September with a specialist to ensure the new chair would meet her needs. Mrs X cancelled the visit and the Council arranged another visit later that month. In November, it ordered the chair. On the delivery date, Mrs X cancelled the order. In December, Mrs X asked for the chair again and in January she complained to us.
7. During the Occupational Therapy Assessment, Mrs X explained she could not go upstairs. She asked for a stairlift and a profiling bed. She said she was having an operation on her feet. The Council told her it would re-assess her after the operation.
8. Mrs X said she needed help with the Disabled Facilities Grants form. In October, the Council told her the Occupational Therapist could help with this, but Mrs X cancelled the visit. In December, the Council told Mrs X it would visit her to help with the forms.
9. I will not investigate this complaint. The Council has assessed Mrs X and arranged to provide the equipment she needs. It has offered to help her complete forms to access further equipment. There is not enough evidence of fault in the information I have seen to justify an investigation by the Ombudsman.

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Final decision

10. We will not investigate Mrs X’s complaint because there is not enough evidence of fault.

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Investigator's decision on behalf of the Ombudsman