The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint about how the Council responded to her concerns about her wet room. This is because her complaint is late and there is no good reason to exercise discretion to consider it now.
The complaint
Miss X complains about the layout and design of the wet room installed two years ago. She complains the pump is noisy and unsuitable due to her sensory and neurological needs. She would like the Council to make changes to the wet room to suit her needs.
The Ombudsman’s role and powers
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complains about a wet room installed two years ago. The Council said it would not investigate as it was installed more than 12 months ago. It advised Miss X about the free handyman service it provides. It also advised Miss X to ask for an assessment to establish her needs so it could consider a further disabled facilities grant.
Final decision
We will not investigate Miss X’s complaint because it is late and I can see no reason why she could not have complained sooner.
Investigator's decision on behalf of the Ombudsman