Slough woman unable to access upstairs because of council grant delay, Ombudsman finds
A disabled woman had to sleep, eat and wash in her downstairs living room because Slough Borough Council took too long to decide whether she can have a stairlift, an investigation by the Local Government and Social Care Ombudsman has revealed.
Slough has apologised and made a payment of £3,550 to the woman, who relies on care workers for personal care as she cannot access her bedroom and bathroom unaided.
Because of her mobility issues, the woman applied for a disabled facilities grant (DFG) to install a stairlift to allow her to access her upstairs in May 2021. It took almost a year for the council to approve this instead of the maximum of six months, which statutory guidance says it should take.
The Ombudsman's investigation into the woman's complaint found the council operated a points-based waiting list for adaptations, which was at odds with statutory guidance.
The investigation found the waiting list appeared to be an attempt to manage a backlog and circumvent the requirement to assess applications within the six-month time limit.
Michael King, Local Government and Social Care Ombudsman, said: "Disabled Facilities Grants are there to provide adaptations so people can live in their own homes with dignity. Sadly in this case, the council's delays have had a direct impact on the woman's mental wellbeing – she has had to wash and toilet in a room that directly opens onto the street and has told me she 'dreams of having a hot bath in privacy before bed and being able to use the toilet like a human being.
"I'm pleased the council is now minded to accept my report's recommendations. I hope this will ensure other people in Slough who have need of adaptations to their homes will not be faced with undue delay."
In light of its findings, the Ombudsman recommended the council apologise, pay the woman £250 for her time and trouble in pursuing the matter, and pay her a further £3,300 to recognise the distress she experienced because of the delay.
The council agreed to its recommendations. It also agreed to the Ombudsman's request to immediately end its DFG minor works waiting list and process applications in line with statutory timeframes.
It will also complete a review of the DFG policy considering new non-statutory guidance and review its arrangements with local housing associations to ensure that works undertaken are done so in a cost-effective and timely manner, as per a recommendation.
Cllr Natasa Pantelic, cabinet member for social care and public health, said: "On behalf of Slough Borough Council, I would like to apologise unreservedly to this resident. Our staff work extremely hard to make sure everyone receives the help they need, but in this case, we did not get it right."
Cllr Pantelic added: "Our focus now is on taking the recommendations from the LGSCO and improving our policy and service to ensure this doesn't happen again. We will continue to work with this resident to make sure her needs are being met."
Adam Carey
