Summary: We will not investigate this complaint about the quality of work completed following a Disabled Facilities Grant. This is because there is not enough evidence of fault to justify our involvement.

The complaint

1. Miss X complained about the noise of her shower pump after the Council completed adaptations through a Disabled Facilities Grant (DFG) to convert her bathroom into a wet room. She said she does not want to take a shower because of the noise but she must for religious reasons. She wants the Council to fit a new shower pump.

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The Ombudsman’s role and powers

2. 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. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained to the Council about the noise coming from her shower pump. She asked for someone from the Council to visit her home to witness the noise.
6. A Council Officer attended and turned on the shower. He explained to Miss X that the pump worked as expected and reported the suction noise was at a reasonable level. The Council said the Officer explained to Miss X that due to the build type the Council could not install a wet room without a pump.
7. During the visit the Officer identified issues with the toilet and height of the glass shower screen installed. The Council said the Officer contacted the contractors to replace the toilet and install a half height screen for assisted bathing to meet the Occupational Therapist’s (OT) recommendations.
8. We will not investigate this complaint. The Council completed a site visit and explained to Miss X why it could not replace the shower pump. It also made arrangements with the contractor to undertake amendments so that the adaptions were in line with the OT recommendations. There is not enough evidence of fault to justify the Ombudsman’s involvement.

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Final decision

9. We will not investigate Miss X’s complaint because there is not enough evidence of fault to justify our involvement.

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Investigator's decision on behalf of the Ombudsman