Newcastle-under-Lyme Borough Council (20 002 685)

Statement Upheld Disabled facilities grants 08-Mar-2021

Summary: Fault by a Home Improvement Agency acting on behalf of the Council delayed Mr and Mrs X's request for a Disabled Facilities Grant to adapt their home for their disabled son by at least 18 months. The Council has agreed to apologise, make a financial payment, and take action to improve its services.

Uttlesford District Council (20 005 667)

Statement Upheld Disabled facilities grants 25-Feb-2021

Summary: Mrs and Mr C complained about the time it took the Council to realise her proposed extensions would be too expensive, and it should therefore pursue alternatives instead. This resulted in an unreasonable delay in providing her with a long-term solution in terms of her accommodation. We have upheld the complaint. The Council has agreed to apologise to Mrs and Mr C and pay her £7,000 for the significant distress and inconvenience these delays caused her.

Staffordshire County Council (19 020 535)

Statement Upheld Disabled facilities grants 23-Feb-2021

Summary: Miss W says the Council failed to arrange for an occupational therapist to assess her son, which was necessary before they could ask the Council to provide an adaption to their home with a Disabled Facilities Grant. The Council is not at fault for this although it should have kept the situation under review as it received information from professionals. Miss W did not know what evidence the Council needed, which caused her time, trouble and distress. The Council is also at fault for failing to properly address Miss W's complaints.

London Borough of Newham (20 002 423)

Statement Not upheld Disabled facilities grants 23-Feb-2021

Summary: The Council has properly considered what is reasonable and practical to provide under a Disabled Facilities Grant. Mr C has not received adaptations he needs to his property to meet his adult social care needs, but that is due to a dispute over what is reasonable and practical rather than through any fault of the Council.

City of Bradford Metropolitan District Council (19 017 147)

Statement Upheld Disabled facilities grants 17-Feb-2021

Summary: The Ombudsman found fault on Mrs W's complaint about the Council failing to promptly process her application for a disabled facilities grant. The failure to include access at the start of the process caused about 3 months delay. The failure to include needed works identified at the start, was also fault. The agreed action remedies the injustice caused.

Durham County Council (19 009 078)

Statement Upheld Disabled facilities grants 09-Feb-2021

Summary: Miss B complains the Council has not completed adaptions to her home. She says the lack of adaptions has a significant impact on her quality of life. Miss B says the Council delayed in agreeing an adaption plan, has declined to provide additional funding and did not properly respond to her complaint. The Ombudsman finds fault in how the Council investigated this matter at stage two of its complaint procedure.

Bournemouth, Christchurch and Poole Council (19 017 796)

Statement Upheld Disabled facilities grants 02-Feb-2021

Summary: Mrs X complains about the Council's handling of a disabled facilities grant for adaptations to their home to meet the needs of her son. Mrs X was given no choice but to use a Home Improvement Agency which cost over £3,000, despite Mrs X having to manage the work. The Council needs to pay Mrs X half the money paid to the Home Improvement Agency to remedy the injustice caused to her.

London Borough of Waltham Forest (19 020 245)

Statement Upheld Disabled facilities grants 26-Jan-2021

Summary: Ms X complained about the Council's handling of a disabled facilities grant and related works to provide a bathroom adapted for the needs of her son, Y. She said the work was not completed and the work that was done did not meet Y's needs. The Council was at fault. It will apologise, pay Ms X £1,000 for the inconvenience caused, and take steps to put matters right.

London Borough of Hillingdon (20 000 568)

Statement Upheld Disabled facilities grants 08-Jan-2021

Summary: the complainant complains the Council delayed designing and completing adaptations to her home resulting in her sharing a room with one of her children for longer than necessary. The Council says the delay reflects some of the changes in design the complainant wanted. The Council also sought alternative housing for the complainant but without success. The Council recognised faults and offered a remedy. The Ombudsman finds the Council acted with fault and recommends a further remedy.

Hertfordshire County Council (20 001 264)

Statement Upheld Disabled facilities grants 07-Jan-2021

Summary: There was some delay by the Council in flagging up poor workmanship funded by a Disabled Facilities Grant. Once the issues were logged the Council replaced the contractor and rectified the works. The Council helped put things right by organising various repairs to Ms B's property, and for a cleaning company to attend. Ms B was hospitalised because of brick dust, it was very stressful, and her husband had a breakdown and had time off work. There is damage to her kitchen walls and garden, and to the neighbouring property. This injustice is caused by the actions of the contractor rather than the Council's delay. The contract for the building works is between Ms B and the contractor; she would need to take a legal claim for her financial loss and/or personal injury.