Summary: We will not investigate this complaint about adaptations carried out in Miss X’s home in line with a disabled facilities grant. This is because the complaint is late and there is no good reason to exercise discretion to investigate.

The complaint

1. Miss X complained about adaptations carried out in her home after she applied for a disabled facilities grant.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
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 has done. (Local Government Act 1974, sections 26B and 34D, as amended).

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How I considered this complaint

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

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My assessment

6. Miss X first complained to the Council in 2022 about adaptations carried out in her home after applying for a disabled facilities grant (DFG). She says the Council would not address the issues she raised.
7. She complained again in 2023 and 2025. She said the Council would not escalate her complaint, respond fully to her subject access request, or address the issues she is unhappy about.
8. Miss X wants us to find the Council at fault. The Ombudsman will not investigate complaints regarding events that took place more than 12 months ago unless there are good reasons for the delay. Miss X has been aware of the issues complained about since 2022. It would have been reasonable to refer this complaint to us sooner. There is no good reason to exercise discretion to investigate matters that took place this long ago.

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Final decision

9. We will not investigate Miss X’s complaint because the complaint is late and there is no good reason to exercise discretion to investigate.

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Investigator's decision on behalf of the Ombudsman