Summary: We will not investigate this complaint about the Council’s handling of Ms X’s Disabled Facilities Grant application. There is not enough evidence of fault, in how the Council considered the matter, to justify an investigation.

The complaint

1. Ms X complains the Council has failed to progress her Disabled Facilities Grant (DFG) application since 2023 and has not carried out a reassessment by a new occupational therapist. She also raises concerns about complaints handling, including failure to consider her communication needs and providing inaccurate information. Ms X said this caused her distress.

Back to top

The Ombudsman’s role and powers

2. We investigate complaints of injustice caused by ‘maladministration’ and ‘service failure’. I have used the word fault to refer to these. We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)
3. 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))

Back to top

How I considered this complaint

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

Back to top

My assessment

6. Ms X says the Council has not advanced her Disabled Facilities Grant (DFG) application since 2023 or arranged a reassessment by a different occupational therapist.
7. The Council said the DFG process can be lengthy due to the number of stages and organisations involved. It explained works were initially due to begin in February 2025 but were delayed because Ms X asked for a different contractor, disagreed with the proposed schedule of works, and requested a representative be present at face‑to‑face meetings. The Council also said it made several attempts to arrange a reassessment, but although one appointment was agreed, Ms X later cancelled it.
8. I will not be investigating this aspect of the complaint as there is not enough evidence of fault, in how the Council considered the matter, to justify an investigation. The delays were largely due to factors outside the Council’s direct control, including Ms X’s preferences and decisions, which the Council was entitled to consider and accommodate. The Council took reasonable steps to progress the application by attempting to arrange assessments and move the works forward.
9. Ms X also complained about the complaint handling.
10. Nor will I investigate the complaint handling as it is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.

Back to top

Final decision

11. We will not investigate Ms X’s complaint because there is not enough evidence of fault to justify investigating.

Back to top

Investigator's decision on behalf of the Ombudsman