Council to improve handling of Disabled Facilities Grant applications after Ombudsman investigation found “significant backlog” of cases

The investigation found the average time the council was taking to approve a DFG application was 262 days, when government guidance states even the most complex cases should take no longer than 180.

The finding was made while investigating a complaint from a resident about the time it was taking for his home to be adapted to meet his child’s needs.

To remedy the injustice caused, the council was recommended to apologise to the original complainant, and pay him £500 to acknowledge the distress and uncertainty caused.

It was also recommended to explore “all options” for progressing the man’s application without further delay.

More broadly, the council was recommended to draw up an action plan with timescales to reduce the delay in dealing with DFG referrals, to ensure it is meeting timescales.

Further, it was recommended to provide twice yearly updates on its website of the progress it is making to clear the backlog.

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Local Government and Social Care Ombudsman, Amerdeep Somal said: “Disabled Facilities Grants can make a real difference, helping people stay in the homes they love and live in with comfort, dignity, and independence for as long as possible.

“However, the council is taking too long to approve grants to make this possible, and nearly 700 Disabled people across North Yorkshire are living under a cloud of uncertainty, not knowing whether the adaptations they may need are going to be given the green light.

“I am pleased North Yorkshire Council has agreed this is not acceptable. I hope its action plan to tackle this situation, and the focus councillors will now place on this issue, will ensure Disabled people across the area will have their applications decided more swiftly going forwards."

According to the Ombudsman, the council has accepted the recommendations.

North Yorkshire Council’s corporate director of community development, Nic Harne, said: “We accept the Ombudsman findings and have already started to implement the report’s recommendations, including work to swiftly progress the family’s case.

“We know how important the disabled facilities grant is in enabling families to stay together. We will create an action plan to reduce delays in dealing with grant referrals so we can help more vulnerable people, more quickly.

“Ensuring our internal processes are robust and looking at ways to speed up how housing associations, contractors and other external partners work with us to get plans progressed sooner will be key to these improvements.”

Lottie Winson