Milton Keynes Council (23 009 080)

Statement Closed after initial enquiries Disabled facilities grants 24-Oct-2023

Summary: We will not investigate Mrs X’s complaint about delay in the Council repairing a lift in her home. She also complains the Council disclosed her personal data to a third party without her consent. This is because the complaint is outside the Ombudsman’s jurisdiction. In addition, there is another body better placed to consider her complaint.

Durham County Council (23 009 643)

Statement Closed after initial enquiries Disabled facilities grants 24-Oct-2023

Summary: We will not investigate this complaint about the Council’s decision to reject the complainant’s application for a disabled facilities grant. We have not seen enough evidence of fault in the Council’s actions.

Eastbourne Borough Council (22 014 959)

Statement Upheld Disabled facilities grants 22-Oct-2023

Summary: The Council’s delay progressing Ms X’s application for a disabled facilities grant was fault. This left Ms X without safe and independent access to her kitchen for six months. The Council has agreed to apologise, make a payment to Ms X, and act to improve its services.

Bassetlaw District Council (22 014 078)

Statement Not upheld Disabled facilities grants 12-Oct-2023

Summary: Mrs X, on behalf of her husband, complained the Council failed to ensure a Disabled Facilities Grant delivered the agreed changes to the property and it has not reimbursed all their out of pocket expenses incurred due to problems with the build. Mrs X says they have both experienced stress and ill health. While there were issues with the build meaning some changes, the finished build meets Mr X’s care and disability needs. There is no fault in respect of payments made for out of pocket meal expenses but the Council should consider a claim for any damage caused by the builder it contracted.

London Borough of Bexley (23 007 464)

Statement Closed after initial enquiries Disabled facilities grants 10-Oct-2023

Summary: We will not investigate this complaint about a Disabled Facilities Grant. This is because there is not enough evidence of fault to justify an investigation.

East Lindsey District Council (23 003 700)

Statement Closed after initial enquiries Disabled facilities grants 05-Oct-2023

Summary: We will not investigate this complaint about alleged delay in the progression of work carried out under a Disabled Facilities Grant. There is not enough evidence of fault in the Council’s actions to justify an investigation.

Birmingham City Council (23 006 634)

Statement Upheld Disabled facilities grants 03-Oct-2023

Summary: We will not investigate this complaint about the Council delaying arranging adaptations for Mr Z, who died before adaptations were made. The Council has agreed to pay a symbolic remedy to
Mr Z’s son and granddaughter to recognise the impact on them of events.

Leicester City Council (23 001 484)

Statement Upheld Disabled facilities grants 02-Oct-2023

Summary: Mrs X complained there have been significant delays in providing her son, Mr Y with a working step lift to enable him to access and exit his home independently. The Council’s delays and failure to ensure Mr Y had a working lift that met his needs so that he could enter and exist his home independently are fault. This fault has caused Mr Y and Mrs X an injustice.

Royal Borough of Windsor and Maidenhead Council (22 007 357)

Statement Upheld Disabled facilities grants 20-Sep-2023

Summary: Mr and Mrs B complain the Council failed to properly carry out an assessment to inform a disabled facilities grant and make a decision whether to approve this. The purpose of the grant application is to fund home alterations for their three disabled children. We found the Council failed to make a decision whether to approve the grant in a timely manner. Further, the Council is at fault for a lack of communication with Mr and Mrs B in respect of the DFG process, as well as timescales. The fault identified has caused Mr and Mrs B a degree of distress and uncertainty. The Council accepted our recommendations to remedy the injustice identified.

London Borough of Tower Hamlets (23 005 831)

Statement Closed after initial enquiries Disabled facilities grants 19-Sep-2023

Summary: We will not investigate this complaint about the Council’s refusal to complete adaptation works Mr X says his father needs. This is because there is insufficient evidence of fault.