Council leaves family without vital housing adaptations for disabled son

Haringey Council has apologised to a family who were left for years without vital housing adaptations being made for their disabled son.

A Local Government and Social Care Ombudsman investigation heard that Haringey Council took so long to complete the adaptations to the disabled boy’s home that he had outgrown the proposals.

The boy, who has severe disabilities, was initially assessed as needing the adaptations in 2015, which included a through floor lift, a ceiling track hoist system, and changing benches in the bathroom and downstairs toilet.

Delays because of the council and the family’s circumstances meant no progress was made until the start of 2019. But when a contractor attempted to carry out the work, they found it not feasible because of structural issues.

By this time, the family said they wanted a revised plan because so much time had passed, and their son had grown since the original assessment.

The family say they felt bullied into accepting recommendations from an occupational therapist (OT), who recommended installing a shower trolley, despite them saying a deep bath was an ‘essential requirement’ for their son because of his involuntary movements.

The family state that the OT’s recommendation was in conflict with a previous assessment.

They have been shielding since March 2020 and no progress has been made. The family now just want the ceiling tracks for the hoists to be installed and no longer want the adaptations made to the downstairs toilet.

The Ombudsman’s investigation criticised the council for its part in the delays between October 2016 and February 2019. There were further delays between February 2019 and September 2019.

The Ombudsman also criticised the council for not fully involving the family and considering their concerns, leading them to feel they could not challenge the decision or seek an alternative option.

Michael King, from the Local Government and Social Care Ombudsman, said:

“This case highlights the importance of carrying out adaptations to properties in a timely fashion, particularly where growing children are concerned.

“For much of the time the council did not keep in contact with the family to let them know about progress – so they were left not knowing what was going to happen and when. At the very least, the council should have put in place interim solutions while the major work was being sorted out.

“This has led to a breakdown in communication and trust between the family and the council, particularly when new recommendations contradicted previous assessments.”

The ombudsman recommend that Haringey Council apologise to the family, pay them £2,000 to recognise the delay, and carry out a review to identify where it could improve its service in this area.

Lucia das Neves, cabinet member for health, social care and wellbeing, said: “Meeting our residents needs is hugely important to me and when we get things wrong, I believe we should say so, and take action to make things right. I offer my sincere apologies to the family over the significant delays to the adaptations needed.

“We have been actively working with the Local Government Ombudsman to make amends for the distress and inconvenience caused to the family and improve the overall service and its delivery to help make sure similar issues don’t occur again.

The council says it has made contact with the family and that it is making the recommendations that the ombudsman has listed, including payment.

Cllr das Neves, said: “We have taken steps to improve the process, and this includes issuing a report that highlights how we could do things differently to ensure that our residents in Haringey are receiving the best possible service.”