Miss A complained about how the Council had determined her application for a disabled facilities grant (“DFG”). Miss A said the Council undertook a DFG assessment in November 2023 at a property she had purchased and although she was verbally informed that it was not suitable for a DFG, she did not receive anything in writing until October 2024 when she requested it. Miss A also complained that when she contacted the Council in October 2024 about a DFG she was told that as her previous application had been rejected, she was unable to submit a new one.
The Ombudsman found that the Council had not explained or apologised to Miss A for the delay in notifying her in writing about the outcome of the DFG assessment in November 2023 and did not address her complaint about the new request for a DFG in October 2024 being rejected. Additionally, the Council did not have an internal process or procedure for the handling and processing of DFG assessments and applications. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Council to provide a written apology to Miss A for the delay in writing to her with the outcome of the initial DFG assessment, to undertake a new DFG assessment at her property and, on completion, notify her in writing of the outcome within 6 weeks of the Ombudsman’s decision. The Council also agreed to document an internal process or procedure for DFG assessment to incorporate relevant follow up actions and, where necessary, appropriate timeframes within 12 weeks of the Ombudsman’s decision.