All Case Studies

Adaptation and Kitchen Fan Delay (December 2022)

Summary

In September 2019, an occupational therapist recommend that adaptations were made to Mr B’s home, and funding for this was granted in January 2020. Mr B followed up with us several times to find out when the adaptations would be made, and then made a complaint about the outstanding works, the lack of communication, and raised concerns about the impact on his health.

We acknowledged Mr B’s complaint. It noted that Mr B had been shielding which meant works could not be undertaken sooner. We assured Mr B that its contractor would be in touch to resolve the issue. Following the works Mr B remained unhappy with the quality of some of the works.

There were further delays in responding to Mr B’s complaint, so he asked for it to be reviewed. He wanted it to be resolved through compensation and/or being rehoused. We acknowledged the poor communication and delays.

Outcome

  • Service failure in relation to the delays to the works
  • Service failure in respect of our complaints handling

Lessons

Our Technical staff and contractors have had additional training to help them identify and understand when there’s a need to tailor our services to a resident’s individual circumstances. They’ve also been reminded of the importance of honest and timely communications so that our residents are kept informed and know what to expect.

Recommendation from the HOS

No recommendation was made by the HOS.