Recent statements in this category are shown below:
Statement Not upheld Disabled facilities grants 23-Feb-2021
Summary: The Council has properly considered what is reasonable and practical to provide under a Disabled Facilities Grant. Mr C has not received adaptations he needs to his property to meet his adult social care needs, but that is due to a dispute over what is reasonable and practical rather than through any fault of the Council.
Statement Upheld Disabled facilities grants 23-Feb-2021
Summary: Miss W says the Council failed to arrange for an occupational therapist to assess her son, which was necessary before they could ask the Council to provide an adaption to their home with a Disabled Facilities Grant. The Council is not at fault for this although it should have kept the situation under review as it received information from professionals. Miss W did not know what evidence the Council needed, which caused her time, trouble and distress. The Council is also at fault for failing to properly address Miss W's complaints.
Statement Upheld Disabled facilities grants 17-Feb-2021
Summary: The Ombudsman found fault on Mrs W's complaint about the Council failing to promptly process her application for a disabled facilities grant. The failure to include access at the start of the process caused about 3 months delay. The failure to include needed works identified at the start, was also fault. The agreed action remedies the injustice caused.
Statement Upheld Disabled facilities grants 09-Feb-2021
Summary: Miss B complains the Council has not completed adaptions to her home. She says the lack of adaptions has a significant impact on her quality of life. Miss B says the Council delayed in agreeing an adaption plan, has declined to provide additional funding and did not properly respond to her complaint. The Ombudsman finds fault in how the Council investigated this matter at stage two of its complaint procedure.
Statement Upheld Disabled facilities grants 02-Feb-2021
Summary: Mrs X complains about the Council's handling of a disabled facilities grant for adaptations to their home to meet the needs of her son. Mrs X was given no choice but to use a Home Improvement Agency which cost over £3,000, despite Mrs X having to manage the work. The Council needs to pay Mrs X half the money paid to the Home Improvement Agency to remedy the injustice caused to her.
Statement Upheld Disabled facilities grants 26-Jan-2021
Summary: Ms X complained about the Council's handling of a disabled facilities grant and related works to provide a bathroom adapted for the needs of her son, Y. She said the work was not completed and the work that was done did not meet Y's needs. The Council was at fault. It will apologise, pay Ms X £1,000 for the inconvenience caused, and take steps to put matters right.
Statement Upheld Disabled facilities grants 08-Jan-2021
Summary: the complainant complains the Council delayed designing and completing adaptations to her home resulting in her sharing a room with one of her children for longer than necessary. The Council says the delay reflects some of the changes in design the complainant wanted. The Council also sought alternative housing for the complainant but without success. The Council recognised faults and offered a remedy. The Ombudsman finds the Council acted with fault and recommends a further remedy.
Statement Upheld Disabled facilities grants 07-Jan-2021
Summary: There was some delay by the Council in flagging up poor workmanship funded by a Disabled Facilities Grant. Once the issues were logged the Council replaced the contractor and rectified the works. The Council helped put things right by organising various repairs to Ms B's property, and for a cleaning company to attend. Ms B was hospitalised because of brick dust, it was very stressful, and her husband had a breakdown and had time off work. There is damage to her kitchen walls and garden, and to the neighbouring property. This injustice is caused by the actions of the contractor rather than the Council's delay. The contract for the building works is between Ms B and the contractor; she would need to take a legal claim for her financial loss and/or personal injury.
Statement Upheld Disabled facilities grants 05-Jan-2021
Summary: the Council's communication with Ms B about changes to the plans for a door between a bathroom and bedroom agreed under a Disabled Facilities Grant was inadequate. The Council also unacceptably delayed carrying out other remedial works from August 2020. These faults have caused injustice in the form of avoidable frustration and the Council will apologise and make a payment to recognise this. It will also complete the outstanding and remedial works now.
Statement Upheld Disabled facilities grants 08-Dec-2020
Summary: Miss X, who complains on behalf of her brother and his partner, Mr Y and Ms Z, says the Council was at fault in its handling of works to their bathroom undertaken as part of a Disabled Facility Grant. We found evidence of delay by the Council which has caused an injustice to Mr Y and Ms Z. For this reason, we recommended the Council apologises to them, pays them £350 in recognition of the impact of the delays on them and seeks to resolve outstanding works at their home within the next three months. The Council agreed.