Recent statements in this category are shown below:
Statement Upheld Disabled facilities grants 08-May-2019
Summary: Mr Y complains the Council told him the waiting time for a Disabled Facilities Grant was two years. He says because of the Council's advice he decided to pay for the work himself. Mr Y later found out the wait was much shorter. The Council gave Mr Y wrong advice about how long it took to apply for a grant. This did not cause Mr Y any injustice.
Statement Upheld Disabled facilities grants 01-May-2019
Summary: Ms B says the Council failed to deal with a disabled facilities grant properly. The Council delayed telling Ms B about the amount she would have to repay if she sold her mother's property which caused her some frustration. The Council has apologised. That is a satisfactory remedy. There is no fault in the remainder of the complaint.
Statement Not upheld Disabled facilities grants 09-Apr-2019
Summary: Mr X complains about the Council's handling of his bathroom adaptation works. He complains the Council did not follow the correct process for getting quotes and that it chose an inappropriate contractor. Mr X says this caused delays to his bathroom adaptation and left him without a suitable bathroom for months. The Ombudsman does not find fault with the Council's actions.
Statement Upheld Disabled facilities grants 03-Apr-2019
Summary: The Council did not delay in carrying out an occupational therapy assessment. Information on the Council's website about grant funding for adaptations was inadequate and this was fault. But Mr A was not misled because he was already aware he may not receive funding retrospectively if he installed a stair lift privately. The Council has changed the information on its website and this is an appropriate action in response to the identified problem.
Statement Not upheld Disabled facilities grants 01-Apr-2019
Summary: Mrs X complains about the Council's response to her concerns about outstanding works carried out under a Disabled Facilities Grant. The Ombudsman has found no evidence of fault in the way the Council considered these matters.
Statement Upheld Disabled facilities grants 26-Mar-2019
Summary: Mrs C complains of the delay by the Council in completing the adaptations to her home. The Ombudsman found some fault as there were avoidable delays, which caused Mrs C distress and uncertainty. The Council has agreed to apologise and make a financial payment for the injustice caused.
Statement Upheld Disabled facilities grants 21-Mar-2019
Summary: Mrs X complained that the Council took too long to identify the cause of defects in her wet room and took too long to arrange effective repairs. A previous investigation by the Ombudsman found that there was fault in the way the Council dealt with the matter. I have completed my investigation on the basis that the Council have agreed to carry out suitable works to the wet room, and offer a financial remedy to Mrs X.
Statement Not upheld Disabled facilities grants 12-Mar-2019
Summary: Mr C complained about some of the recommendations the Council has made about adaptations to his son's bedroom and bathroom. The Ombudsman did not find fault in the actions by the Council. In addition, the Council has offered a further visit to Mr D and his parents to discuss how Mr D's bag can be changed in his bed.
Statement Upheld Disabled facilities grants 08-Mar-2019
Summary: Mr N complains about a delay in processing his disabled facilities grant application, contradictory assessments and that the Council misunderstood how the financial assessment worked. It also delayed implementing the Regulatory Reform Order. And did not respond to his complaint. The Ombudsman upholds the complaint about delay in processing the application and not responding to a complaint. We also find evidence of missing records and misleading advice. We have recommended an apology and payment to Mr N and some improvements in the Council's service.
Statement Upheld Disabled facilities grants 04-Mar-2019
Summary: Mrs X complains about the Council's delays in dealing with a Disabled Facilities Grant, causing her avoidable distress and inconvenience. The Ombudsman finds the Council at fault for its delays in progressing adaptations. We recommend the Council provides an apology and pays Mrs X £500 in recognition of the distress and inconvenience suffered.