on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Adult care services > Disabled facilities grants Decision : Upheld Decision date : 29 Jan 2026
The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint about work carried out as part of a Disabled Facilities Grant. This is because further investigation would not lead to a different outcome.
The complaint
Mrs X complained about work carried out under a Disabled Facilities Grant.
The Ombudsman’s role and powers
We investigate 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 or continue an investigation if we decide further investigation would not lead to a different outcome (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mrs X complained about work carried out under a Disabled Facilities Grant. She was unhappy with the Council’s response and complained to the Ombudsman.
Before the Ombudsman finished considering the complaint, the Council reconsidered its first response and visited Mrs X to look at the work. It decided to carry out repair work to put right the issues Mrs X complained about.
I will not investigate this complaint. I consider the Council has already taken suitable action to remedy the injustice to Mrs X. It is unlikely that an investigation by the Ombudsman would lead to a different outcome.
Final decision
We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman