The Ombudsman's final decision
Summary: We will not investigate this complaint about a delay in starting work for a Disabled Facilities Grant. This is because there is insufficient evidence of fault by the Council.
The complaint
The complainant, whom I refer to as Mr X, complains about a further delay in doing work for a Disabled Facilities Grant (DFG). Mr X would like compensation for the additional delay.
The Ombudsman’s role and powers
The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by Mr X and the Council. I also considered Mr X’s previous complaint to us, our Assessment Code, and comments Mr X made in reply to a draft of this decision.
My assessment
We upheld a complaint from Mr X in 2021 about a delay with a DFG application. As part of the decision we asked the Council to ensure work started by September.
Mr X complained to the Council that the work did not start in September. In response, the Council explained that work was due to start on 20 September but, due to Brexit and COVID-19, the contractor had problems getting the new door and the work could not start until the door was available. The Council accepted there was a delay but also said it had kept Mr X informed.
The work was largely completed by the end of November apart from some snagging issues which the Council is dealing with. Delays in obtaining parts have caused some delays in completing all the snagging work.
Mr X says it was very disruptive to prepare his home for building work which was then delayed. He says it disrupted charity work he does every year which he had made the Council aware of in advance.
I will not investigate this complaint because there is insufficient evidence of fault by the Council. There was a delay in starting the work but this was due to factors beyond the Council’s control and the Council updated Mr X about the delay. Similar issues have also affected completing all the snagging work. I appreciate the delay caused stress, disruption and inconvenience but the events do not represent fault requiring another investigation or further compensation.
Final decision
We will not start an investigation because there is insufficient evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman