Summary: We will not investigate this complaint about the Council’s decision not to reimburse Mrs X for a stairlift she purchased for her mother. This is because there is no evidence of fault by the Council.

The complaint

1. The complainant, whom I shall call Mrs X, complains the Council will not reimburse her for a stairlift she purchased for her mother.

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The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
3. The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or may decide not to continue with an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

4. I considered information provided by Mrs X and the Council. I also considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X is dissatisfied with the Council’s decision not to reimburse her for the cost of a stairlift she purchased for her mother. I see no sign of fault in the Council’s decision. It has clearly explained the required process via which a stairlift could be funded by a Disabled Facilities Grant. Mrs X did not follow this process as she privately funded and arranged the stairlift herself. It has also explained that an application for a grant cannot be made where the stairlift is already in place.

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Final decision

6. We will not investigate Mrs X’s complaint because there is no evidence of fault by the Council here and it has clearly explained the reasons for its decision to Mrs X.

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Investigator's decision on behalf of the Ombudsman