Overview:

Key to names used

Ms X: The complainant

Summary

Ms X complained the Council has delayed in providing a disabled facilities grant (DFG) for a stairlift at her property. As a result Ms X has been unable to access the first floor of her property independently for over a year.

Finding

Fault causing injustice and recommendations made.

Recommendations

The Council must consider the report and confirm within three months the action it has taken or proposes to take. The Council should consider the report at its full Council, Cabinet or other appropriately delegated committee of elected members and we will require evidence of this. (Local Government Act 1974, section 31(2), as amended)

To remedy the injustice caused we recommend the Council:

• apologise to Ms X and pay her £250 for her avoidable time and trouble in pursuing this matter;

• pay Ms X £3,300 to recognise the distress and difficulties she experienced as a result of the 11-month delay in accepting a DFG application;

• immediately end the DFG Minor works waiting list and process applications for all those on the waiting list in line with the statutory timeframes;

• complete its review of the DFG policy, taking account of new non-statutory guidance "Disabled Facilities Grant (DFG) delivery: Guidance for local authorities in England”. The Council should ensure any future policies do not include any local priority systems intended to, or with the effect of, managing demand or creating waiting times beyond the statutory timescales. It should also ensure any future policies are approved by Cabinet, having been through legal and financial officer clearance; and

• review its arrangements with local housing associations to ensure that works to these properties can be undertaken in a cost effective and timely manner.

Ombudsman satisfied with Council response: 5 February 2024.

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