London Borough of Waltham Forest (24 020 486)
Category : Adult care services > Disabled facilities grants
Decision : Closed after initial enquiries
Decision date : 29 Apr 2025
The Ombudsman's final decision:
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.
The complaint
- Mrs X complains about the outcome of her occupational therapy (OT) assessment following her request for adaptations to her home.
The Ombudsman’s role and powers
- We investigate 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 continue an investigation if we decide there is not enough evidence of fault to justify investigating, or
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mrs X, including the Council’s response to the complaint.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mrs X asked the Council for adaptations to her home to help her with daily living.
- The Council assessed her needs in person through an OT assessment. The OT wrote a report following her assessment, recommending:
- A stairlift
- Shower and toilet equipment; and
- A wash/dry bidet
- Mrs X disagrees with the OT’s recommendations. She wants a ground floor extension to provide a bedroom and ground floor toilet. She also wants a larger kitchen.
- I recognise Mrs X’s dissatisfaction with the OT’s assessment. However, the Council confirms a social care assistance and OT Practice Manager carried out the assessment.
- I can see no sign of fault in the way the Council assessed and decided this matter. The Council explores the most cost-effective alternative in meeting a person’s needs. The Council’s suitably qualified officers have recommended adaptations to Mrs X’s home to meet her needs. There is no sign of fault in this approach. We are not an appeal body. It is not our role to question the merits of a council’s decision where there is no sign of fault in the way the decision was reached.
Final decision
- We will not investigate Mrs X’s complaint because we have not seen enough evidence of fault in the way the Council reached its decision on the recommendations for adaptations to her home.
Investigator's decision on behalf of the Ombudsman