Summary: We will not investigate this complaint about the quality of work completed following a Disabled Facilities Grant. This is because the complaint is late.

The complaint

1. Mr X complained about the quality of work completed on his bathroom funded by a Disabled Facilities Grant (DFG). He said the work was not completed as agreed and there were quality issues.
2. Mr X said it affects his ability to use the bathroom and wants the Council to fund further alterations.

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The Ombudsman’s role and powers

3. 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/care provider has done. (Local Government Act 1974, sections 26B and 34D, as amended)
4. 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
• 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

5. I considered information provided by the complainant and the Council.
6. I considered the Ombudsman’s Assessment Code.

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My assessment

7. We will not investigate Mr X’s complaint about the quality of work completed through the DFG process. The events Mr X complained about took place at the beginning of 2023. The Council responded to Mr X’s complaint in April 2024 but Mr X did not complain to us until June 2025. We expect a person to complain to us within 12 months of becoming aware of a matter; therefore, the complaint is late, and there is no good reason to exercise discretion to consider it now.
8. However, even if the complaint was not late, we would not investigate. The Council’s two stage complaints process undertook a thorough investigation into the Mr X’s concerns. The Council offered to attend Mr X’s property with the building contractors to make repairs to which Mr X did not agree. The Council offered an appropriate remedy for any injustice caused and further investigation would not lead to a different outcome.

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Final decision

9. We will not investigate Mr X’s complaint because it is late and there is no good reason to exercise discretion to consider it now.

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Investigator's decision on behalf of the Ombudsman