New Forest District Council (25 016 162)

Statement Closed after initial enquiries Disabled facilities grants 15-Sep-2026

Summary: We have discontinued our investigation into Mr X’s complaint about how the Council made adaptations to his property. This is because most of Mr X’s complaint is outside our jurisdiction, and the parts of complaint we could consider do not warrant investigation.

Surrey Heath Borough Council (25 024 866)

Statement Closed after initial enquiries Disabled facilities grants 14-Sep-2026

Summary: We will not investigate Mr X's complaint about the Council's decision to recover part of a Disabled Facilities Grant. This is because further investigation is unlikely to find evidence of fault in the way the Council reached its decision.

London Borough of Croydon (26 016 409)

Statement Closed after initial enquiries Disabled facilities grants 13-Sep-2026

Summary: We will not investigate this complaint about the Council’s response to a housing repair matter. We cannot achieve the outcome Ms X is looking for.

Cambridge City Council (25 025 088)

Statement Closed after initial enquiries Disabled facilities grants 08-Sep-2026

Summary: We will not investigate this complaint about the way the Council completed repairs when the complainant reported damage after it provided disabled aids and adaptations at the complainant’s property. Any injustice is not significant enough to justify our involvement.

London Borough of Haringey (25 025 415)

Statement Closed after initial enquiries Disabled facilities grants 18-Aug-2026

Summary: We will not investigate the Council’s complaints handling. This is because Ms X took the Council to court, so we have no remit to investigate any connected matters.

Southampton City Council (25 014 912)

Statement Upheld Disabled facilities grants 13-Aug-2026

Summary: There was fault in the way the Council initially assessed and recorded Miss X’s child Y’s needs for a toilet adaptation which caused an avoidable delay. There was also fault in the Council’s initial communication with Miss X. The Council made its subsequent decision to approve only one adaptation without fault. The Council will apologise and make a symbolic payment to Miss X to recognise the frustration and uncertainty the faults caused Y and Miss X.

City of Bradford Metropolitan District Council (25 012 499)

Statement Upheld Disabled facilities grants 12-Aug-2026

Summary: Mrs X complained on behalf of her husband, Mr X, the Council delayed providing home adaptations and implementing his agreed care and support, leaving him without appropriate support and increasing his reliance on his family. There was fault causing injustice. The Council's delays caused avoidable distress, loss of independence and dignity, increased reliance on family members, and prolonged exposure to a risk of harm. The Council agreed recommended actions to remedy the injustice caused.

London Borough of Waltham Forest (25 011 205)

Statement Not upheld Disabled facilities grants 03-Aug-2026

Summary: We decided we cannot continue to investigate Miss X’s complaint. This is because alongside our investigation, the Council has also begun investigating the matter.

London Borough of Haringey (25 015 336)

Statement Upheld Disabled facilities grants 02-Aug-2026

Summary: Mrs X complained the Council has delayed in carrying out adaptations to her home despite approving a disabled facilities grant over a year ago. We found the Council’s significant delays in carry out the works is fault. This fault has caused Mrs X difficulties, distress and uncertainty and meant she was unable to leave her home independently. The Council will apologise and make a symbolic payment to Mrs X. It will also review its processes.

Gateshead Metropolitan Borough Council (25 010 857)

Statement Upheld Disabled facilities grants 30-Jul-2026

Summary: Mrs F complained the Council delayed completing adaptations to her home following her application for a disabled facilities grant. We found fault which caused the adaptations to be delayed by about a year. This has caused significant distress to Mrs F who was unable to access suitable bathing and kitchen facilities independently. The Council has agreed to make a symbolic payment of £4,200 to Mrs F to remedy that injustice and make service improvements.