Recent statements in this category are shown below:
Statement Upheld Disabled facilities grants 24-Nov-2020
Summary: The Ombudsman finds fault with the way the Council handled Mrs B's request to progress her complaint to stage two of the children's services statutory complaints process. This means Mrs B was denied an independent investigation. The Council agrees actions to remedy the injustice.
Statement Upheld Disabled facilities grants 23-Nov-2020
Summary: There was no fault in the Council's decision not to prioritise an application for a Disabled Facilities Grant. The Council took account of all relevant circumstances, including the complainant's husband's condition, and gave clear reasons for its decision. There is also no evidence the Council failed to respond to enquiries about its policies, or failed in its duties under the Care Act. However, the Council was at fault for a delay in providing a piece of assistive equipment to the complainant, for which it has agreed a remedy.
Statement Not upheld Disabled facilities grants 18-Nov-2020
Summary: Mr X complained about the Council's handling of a disabled facilities grant and, in particular, that a local land charge was registered against his property. The Council was not at fault.
Statement Not upheld Disabled facilities grants 26-Oct-2020
Summary: Mr B complains about how the Council handled his application for a Disabled Facilities Grant. He says that delays meant he had to rent a house to care for his mother as he could no longer do so at his house. The delay was largely caused by Mr B pursuing works above and beyond those recommended by the Occupational Therapist and because his caring responsibilities meant he was unable to manage the project himself. There was no fault by the Council.
Statement Upheld Disabled facilities grants 22-Oct-2020
Summary: Mrs X complains the Council failed to carry out the agreed works under a Disabled Facilities Grant (DFG). There was a change to the specification of works which the Council failed to put in writing. This was fault. However, we found the change to the specification was necessary and followed professional advice. So, on balance we did not conclude Mrs X paid for more works than were necessary to complete the adaptation of her home. The Council agreed to recognise the time and trouble Mrs X was put to pursuing her complaint and to review some if its procedures.
Statement Upheld Disabled facilities grants 12-Oct-2020
Summary: Mr C complained the Council incorrectly placed a charge on his property for works completed following the death of his wife. He also complained the Council delayed completing outstanding works arising from the Disabled Facilities Grant. The Ombudsman finds the Council was at fault for not providing Mr C with a revised approval of costs for the reinstatement works. The Council has agreed to our recommendations to address the injustice caused to Mr C.
Statement Upheld Disabled facilities grants 25-Sep-2020
Summary: Mr Y complains on behalf of his tenant, Mr X about the way the Council handled the Disabled Facilities Grant process which funded adaptations to his home. Mr Y says the work was completed to a poor standard. The Council accepts the contractor did not complete the work to a satisfactory standard. The Ombudsman has found fault in the process followed by the Council and delay responding to Mr X's complaint and agreeing the remedial work. To remedy the injustice the Council should make a payment to Mr X and Mr Y, agree a way forward to carry out remedial work within specified timescales and put in place an action plan to address the issues raised in this complaint.
Statement Upheld Disabled facilities grants 21-Sep-2020
Summary: There was no fault in the Council's handling of an application for a Disabled Facilities Grant. A different council had previously given provisional approval to the grant, but the Council then concluded the complainant was not financially eligible, and there is no fault in its decision. There was a significant delay in the Council's response to the complaint, however, for which it has agreed to apologise. The Council has also agreed to ensure its home improvement agency's complaints procedure is explained on its website.
Statement Upheld Disabled facilities grants 17-Sep-2020
Summary: Mrs X complains about how the Council replaced her broken stairlift. Mrs X says issues in replacing the lift caused her significant distress and harmed her health. The Council is at fault, including for delays in fitting the stairlift and meeting Mrs X's needs. The Council has agreed to apologise, make a payment to Mrs X and remind staff of the procedure for Disabled Facilities Grants.
Statement Upheld Disabled facilities grants 09-Sep-2020
Summary: Ms B complains the Council's home improvement agency and contractors failed to properly to carry out Disabled Facilities Grant works at her home. The Ombudsman found fault with the Council causing injustice. The Council failed to quality assure the work on Ms B's bathroom before deciding it was complete and paying the contractor's final invoice. The Council was also at fault for its delay in resolving the matter. The Council has agreed to remedy this injustice.