Cumberland Council (24 014 988)

Statement Closed after initial enquiries Disabled facilities grants 13-Feb-2025

Summary: We will not investigate Mr X’s complaint about the Council’s handling of an application for a disabled facilities grant for his child. The Council confirmed to Mr X it does not exclude non-visible disabilities from these applications, offered a fresh assessment of his child’s needs and had given the family a high priority for a move to a larger property it could adapt. Investigation by us would be unlikely to achieve any more.

Royal Borough of Greenwich (24 016 890)

Statement Closed after initial enquiries Disabled facilities grants 11-Feb-2025

Summary: We will not investigate Mr X’s complaint that the Council damaged his property during building work. This is because Mr X’s complaint is late and there are no good reasons to exercise discretion.

London Borough of Barking & Dagenham (24 007 150)

Statement Upheld Disabled facilities grants 05-Feb-2025

Summary: Ms X complained about the outcome of a Disabled Facilities Grant application for adaptations to meet her child’s needs. The Council accepts it delayed in deciding the application and based its decision on inaccurate information. The Council has agreed to apologise, carry out a new assessment and make a payment to Ms X.

London Borough of Waltham Forest (24 016 795)

Statement Closed after initial enquiries Disabled facilities grants 04-Feb-2025

Summary: We will not investigate Miss X’s complaint about damage caused to her property by works carried out via a Disabled Facilities Grant in 2008. It lies outside our jurisdiction because it is late and there are no good reasons to exercise discretion to consider it now.

London Borough of Hammersmith & Fulham (24 014 002)

Statement Closed after initial enquiries Disabled facilities grants 31-Jan-2025

Summary: We will not investigate this complaint about the outcome of the occupational therapy assessment. There is not enough evidence of fault by the Council. Ms X also complains the Council shared her personal data without consent. It is reasonable to expect her to complain to the Information Commissioner on this point.

Knowsley Metropolitan Borough Council (24 013 136)

Statement Closed after initial enquiries Disabled facilities grants 21-Jan-2025

Summary: We will not investigate Mrs X’s complaint about the Council’s refusal of a disabled facilities grant. This is because there is insufficient evidence of fault to justify our involvement.

London Borough of Ealing (23 004 153)

Statement Upheld Disabled facilities grants 21-Jan-2025

Summary: The Council was at fault for delay installing the level access shower Ms X needs. The Council was also at fault for significant delay responding to Ms X’s complaint. The Council has agreed to apologise, make payments to Ms X, and act to improve its services.

London Borough of Lewisham (24 006 239)

Statement Upheld Disabled facilities grants 15-Jan-2025

Summary: Ms X complains about how the Council handled her application for a Disabled Facilities Grant (DFG) for home adaptations. We have concluded our investigation having made a finding a fault. The Council acknowledged delays in completing the necessary adaptations and failing to communicate effectively with Ms X throughout the process. While the Council has taken some steps to remedy the situation, there was scope to increase its remedy offer. The Council has agreed to our recommendations.

North Somerset Council (24 011 879)

Statement Closed after initial enquiries Disabled facilities grants 13-Jan-2025

Summary: We will not investigate this complaint about the Council refusing to complete a housing needs occupational therapy assessment. There is not enough evidence of fault to justify our involvement.

London Borough of Haringey (24 005 621)

Statement Upheld Disabled facilities grants 10-Jan-2025

Summary: Ms X complained the Council did not send her Occupational Therapy assessments and closed the case without telling her. She also complained the Council carried out work at her private rented property without the prior knowledge of the homeowner and did not repair damage. Ms X said this caused damage which created health and safety issues. Ms X said this distressed her and her family. There was fault in the way the Council did not send the assessments, did not tell Ms X it closed her case and delayed repairing the damage to her property. This frustrated Ms X. The Council has agreed to apologise and make a financial payment.