The Local Government Ombudsman issued a report on his investigation of a complaint, about Housing and Social Services, against Ealing LBC.
Ms M is a Council tenant and wheelchair user living on the ground floor of a block of flats. Ms M complained about delays in adapting common parts of the block for her use, as well as delays in carrying out subsequent needed repairs.
In September 2000, an occupational therapist recommended that an automatic door opener/closer be fitted to a communal fire door between Ms M's front door and the main entrance, to make access easier for Ms M in her wheelchair. The fitting was not carried out until June 2002, when Ms M and her occupational therapist found it to be satisfactory. A Social Services review panel upheld her complaint about the delay and poor communication during this period.
The fitting began to fail in July 2003. There was a series of visits and tests by Social Services and Housing staff over a prolonged period. Ms M made a further complaint, through the corporate complaints procedure. The communal door and fitting were replaced and an effective repair finally carried out in June 2004.
The Ombudsman's report finds maladministration causing injustice, because:
The Ombudsman commended the administrative improvements the Council has made and is committed to making. In view, however, of the problems Ms M sustained, the Ombudsman requested that the Council pay compensation of £500.
Report No. 03/A/17708