Summary: We will not investigate this complaint about how the Council considered Ms X’s Disabled Facilities Grant application. Further investigation would not lead to a different outcome.

The complaint

1. Ms X complained the Council delayed in considering her Disabled Facilities Grant (DFG) application. She also complained that Council staff members were dismissive of challenges faced by her family. She said the process had been stressful for the family. She wanted the Council to support specific adaptations to her home.

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The Ombudsman’s role and powers

2. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
3. 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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. Ms X applied for a DFG in 2019. The DFG adaptations to Mrs X’s home concluded in July 2022.
7. The adaptations were completed in 2022. Mrs X did not complain to the Ombudsman until March 2025. Therefore, this part of the complaint is late and we should not investigate. We have discretion to set aside this restriction where we decide there are good reasons. In this case I have decided not to exercise discretion because it is reasonable to expect Ms X to have complained to us about the 2019-2022 DFG sooner.
8. Ms X made a further request for a DFG in September 2023. Occupational Therapists from Adult Services and Children’s Services carried out a joint assessment in February 2024, for Ms X and two other household members. The Council issued a joint report from this visit in March 2024, and told Ms X its decision not to carry out further works via a DFG.
9. In its complaint response, the Council said it had reviewed the assessments carried out in 2024 and found them to be appropriate. The Council said that Ms X had been made aware that homeowners were responsible for maintenance and repairs. It apologised to Ms X that kitchen and bathroom adaptation options had not been discussed with the Home Improvement Agency to see if grants were available. The Council offered to complete a re-assessment for Ms X and her family members.
10. We will not consider this part of the complaint because further investigation would not lead to a different outcome. The Council said the March 2024 report decided an onward referral for a further DFG was not warranted. In its complaint response, the Council apologised to Ms X that it did not discuss kitchen and bathroom issues with the Home Improvement Agency to consider whether other grants may be available to help with general household maintenance or adaptations. The Council also offered to carry out re-assessments for Ms X and her family members.

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Final decision

11. We will not investigate Ms X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman