Birmingham City Council (24 002 649)

Statement Upheld Disabled facilities grants 15-Jun-2025

Summary: Mr X complained about delays in the Council completing adaptations to his home following an Occupational Therapy assessment in January 2023. Mr X said this caused him significant distress and he suffered physically. There was fault in the way the Council delayed completing the work to Mr X’s home, did not communicate with Mr X and its poor complaint handling. This frustrated and distressed Mr X, he has lived in an unsuitable home since January 2024, and he was put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and issue guidance to its staff.

Northumberland County Council (24 010 015)

Statement Not upheld Disabled facilities grants 11-Jun-2025

Summary: Mr X complained the Council failed to properly assess his needs in relation to adapting his home under a Disabled Facilities Grant (DFG). The Council was not at fault.

South Tyneside Metropolitan Borough Council (24 022 089)

Statement Upheld Disabled facilities grants 10-Jun-2025

Summary: We uphold this complaint that the Council used another process rather than the statutory procedure for complaints about children’s services to respond to Mrs X’s complaint. The Council has agreed to resolve the matter by providing a suitable remedy for the injustice caused to Mrs X.

Norwich City Council (24 022 186)

Statement Closed after initial enquiries Disabled facilities grants 10-Jun-2025

Summary: We will not investigate Mr X’s complaint about how the Council have managed his Disabled Facilities Grant application. This is because there is not enough evidence of fault to justify an investigation.

London Borough of Redbridge (24 017 469)

Statement Upheld Disabled facilities grants 04-Jun-2025

Summary: Mr X complained the Council delayed completing an Occupational Therapy (OT) assessment required for his Disabled Facilities Grant (DFG) application to carry out adaptations to his house. Mr X says this has delayed the adaptations and put him at a risk of harm as his house does not meet his needs. The Council was at fault because there was an eight month delay carrying out the OT assessment. The Council has agreed to apologise and make a payment to recognise the distress, frustration and uncertainty the delay caused.

Blackburn with Darwen Council (24 005 703)

Statement Upheld Disabled facilities grants 29-May-2025

Summary: Ms D complains about the time the Council has taken to deal with a Disabled Facilities Grant application. Ms D says the Council’s delay has impacted the whole family physically and mentally. We found the Council is at fault due to the time it has taken. The Council agreed to apologise to Ms D, make a recognition payment, provide her with a plan and timescale going forward, and make service improvements.

Dorset Council (24 001 227)

Statement Upheld Disabled facilities grants 27-May-2025

Summary: Mrs B complains about the Council’s actions after agreeing to build an extension to meet the needs of her son who has disabilities. We have found fault as there were delays, poor communication and the Council refused to carry out minor adaptations to meet her son’s needs while the family waited for the works to be completed. This meant that Mrs B’s son lived in a house that did not fully meet his needs and this also affected the family. The Council has agreed to apologise, pay a financial remedy, provide an updated care plan, organise a meeting between relevant departments and carry out a service improvement.

Swale Borough Council (24 016 119)

Statement Not upheld Disabled facilities grants 21-May-2025

Summary: Mr X complained that the Council said he does not qualify for a Disabled Facilities Grant. There was no fault on the part of the Council.

Northumberland County Council (24 020 878)

Statement Closed after initial enquiries Disabled facilities grants 18-May-2025

Summary: We will not investigate Mrs X’s complaint about the quality of works funded by a disabled facilities grant. This is because the complaint is late and there are no good reasons to exercise our discretion and investigate.

Harlow District Council (24 020 900)

Statement Closed after initial enquiries Disabled facilities grants 12-May-2025

Summary: We will not investigate Mr X’s complaint about the Council’s handling of his relative’s Disabled Facilities Grant application. There is insufficient evidence of fault to warrant an investigation.