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How to Complain about a Disabled Facilities Grant

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Introduction

Applying for a Disabled Facilities Grant can be stressful. Most cases run smoothly, but sometimes things go wrong. You might disagree with a decision, face long delays, or be unhappy with the quality of work.

Here’s a clear guide to the steps you can take, from asking simple questions to going all the way to the Ombudsman or court.

Step 1: Ask Questions First

Many problems can be solved by asking your council for more information. Common questions include:

  • Why was my grant refused?
  • How was my contribution calculated?
  • Why is my application taking so long?
  • Who is responsible for fixing problems with the builder?

Tip: Always ask for the response in writing. It helps later if you need to take things further.

Step 2: Appeal an Assessment or Decision

There is no formal “appeal process” written into the law, but councils should review decisions if you disagree. Examples include:

  • You think your needs were not properly assessed.
  • The council said the work is not “reasonable and practicable.”
  • You believe the means test is wrong.

You can ask for a reassessment by a different occupational therapist or a senior officer.

Step 3: Use the Council’s Formal Complaints Process

If you’re not happy after asking questions or seeking a review, the next step is a formal complaint. Every council has its own complaints procedure, usually with two stages:

  1. A manager reviews the decision.
  2. A more senior manager or complaints team gives a final response.

Councils aim to respond within a set timescale (often 20 working days).

Step 4: Go to the Ombudsman

If you’re still unhappy, you can take your case to an Ombudsman. Which one depends on your situation:

  • Local Government Ombudsman (LGO): For most DFG complaints, including delays, poor service, or unfair refusal.
  • Housing Ombudsman: If you’re a housing association or council tenant and the issue is with your landlord’s handling of the works.

The Ombudsman is free and independent. They can recommend the council apologises, pays compensation, or takes specific action.

Step 5: Judicial Review (Last Resort)

Judicial review is a court process that looks at whether the council followed the law correctly. It doesn’t decide if you should get a grant – only if the council’s process was lawful.

You will need legal advice and judicial review can be expensive, so it’s normally a last resort.

Tips for Making a Strong Complaint

  • Keep a timeline of events.
  • Save copies of letters, emails, and reports.
  • Be clear about what you want: a review, faster action, or compensation.
  • Stay polite – but be firm.

Summary

Complaints can feel daunting, but there is a clear path:

  1. Ask questions.
  2. Request a review.
  3. Make a formal complaint.
  4. Contact the Ombudsman.
  5. Consider judicial review if needed.

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