Council recommended to pay over £5k after resident left without bathroom for months

The woman behind the complaint, Miss X, complained to the Local Government and Social Care Ombudsman that the council failed to complete work agreed under a Disabled Facilities Grant (DFG). She said the work was for the benefit of her partner, who has since died.

In its report the Ombudsman said the council approved a DFG for changes to the bathroom at Miss X’s property in 2024.

In January 2025, the work stopped due to concerns Miss X had over the quality of works completed.

Miss X told the Ombudsman that after the works stopped, she was left without a bathroom.

She said the council sent a new surveyor who she thought would be there to quote for new works. However, Miss X said the new surveyor quoted for repairs.

The new surveyor sent a contract through in April 2025, however, communication with the council went quiet after this.

The council said a stage one complaint was made in May 2025 by Miss X and this escalated into a stage two complaint.

In June 2025, the council proposed a visit from occupational health to discuss a way forward.

Miss X said that after her partner died, she asked the council in August 2025 to install a new bathroom, without the disabled facilities.

The council responded and agreed to this request in August 2025, and asked Miss X to provide quotes. After Miss X provided a quote, the council stated that it would fund a new bathroom up to the amount of £7,000.

The Ombudsman noted: “Miss X says that she has been unable to find anyone who would install the bathroom for that amount. She says that she has asked the council for help regarding this, but it has not provided any.”

Analysing the complaint, the Ombudsman said: “Under the DFG guidance referenced above, the council had a responsibility to check the quality of work undertaken at the Property. The council accepted that works undertaken through the DFG up to January 2025 did not meet the required standards.

“The council therefore must ensure the works were completed to standard at the property. Although I accept that it tried after the works stopped to resolve this issue, Miss X has remained without a bathroom.”

The Ombudsman continued: “In August 2025, I note the council agreed to replace or reinstate a traditional bathroom at the property. It made no reference at the time, for a budget that Miss X should keep within, just that she needed to provide ‘quotes’ for it to consider.

“Although I acknowledge the council considers £7,000 a ‘reasonable amount’ for a new bathroom, the council has provided no evidence to justify why this amount is reasonable. It has not helped in securing a quote or showing if Miss X can replace her bathroom for the figure quoted.”

The Ombudsman found that the council should replace the bathroom at the property, given it accepted the original work was not carried out to standard.

The Ombudsman added: “I do not consider that this action should be limited by a certain amount but should be based on at least two quotes to show the going rate to replace a bathroom.”

To remedy the injustice caused, the council was recommended to, within four weeks of the final decision:

• Provide an apology for the distress caused by the failure to install a bathroom at the property.
• Confirm in writing that it will approve work at the property for a new bathroom, once it receives a second quote.
• Pay Miss X £5,250 to recognise the distress caused in the failure to install a bathroom at the property from January 2025 to April 2026.
• Confirm in writing that it will provide an award of £350 a month from May 2026 for a maximum of six months to recognise the continuing distress caused by the lack of bathroom facilities.

Eastbourne Borough Council has been approached for comment.

Lottie Winson