Council apologises to disabled woman left waiting 18 months for improvements to her home

Sandwell Council has accepted an independent watchdog’s findings it was wrong when it decided alterations were finished despite her repeated protests.

The admission comes after the unnamed woman made numerous complaints and two separate investigations by the Local Government and Social Care Ombudsman.

In a report on its findings, the watchdog said in March 2018 the council agreed to pay for a bath to be removed and a shower fitted because of her walking difficulties.

After ‘Mrs B’s’ complaint to the Ombudsman the work was not completed, in August the council agreed to a surveyor’s report which found: “Although there are areas of poor workmanship the lower-level shower and associated elements are fit for purpose and fully usable by the occupier.” It added that ‘some areas of work need attention’.

A second investigation by the Ombudsman said the authority was wrong to close the case, adding: “The council was at fault for signing off work it knew it had not been successfully completed.

“The work on Ms B’s bathroom was carried out in March 2018. In October 2019, over a year and a half later, it still had not been successfully completed.

“There was also a delay in the council responding to Ms B’s concerns and requests. Ms B asked the council in March 2019 if it would pay for her bathroom to be refitted.

“The council acknowledged Ms B’s request but there is no evidence it answered her.”

After waiting months for a decision she was forced to pay for the work herself in October 2019.

Criticising Sandwell’s actions, the Ombudsman said: “Ms B was inconvenienced by having to live with an unfinished bathroom for over a year and a half and having to arrange for the work to be completed.

“She had to repeatedly chase the council and bring two complaints to the Ombudsman.”

The watchdog ordered the council to apologise and pay £250 compensation for the ‘injustice’ she suffered.

Responding to the Ombudsman’s findings a Sandwell Council spokesman said: “We are aware of this case and the determination made by the Local Government Ombudsman.

“As a local authority, we have sought to learn from this case so that we are able to support better outcomes for our residents, this has included entering into a new framework for the delivery of major adaptations, introducing revised legal clauses and performance standards and an arbitration and adjudication scheme that customers can use to resolve disputes with their contractors.

“We have enacted the recommendations made by the Local Government Ombudsman and have apologised to the resident concerned along with making the payment of £250 as requested by the Local Government Ombudsman.”