A delay by Slough Borough Council in making a decision about a stairlift forced a disabled woman to sleep, eat and wash in her downstairs living room, an investigation has revealed.

The woman applied for a disabled facilities grant (DFG) to install a stairlift in May 2021. The council took almost a year to approve this instead of the maximum of six months allowed by statutory guidance.

An investigation into the case by the Local Government and Social Care Ombudsman discovered the council operated a points-based waiting list for adaptations, which was at odds with statutory guidance.

The investigation found the waiting list appeared to be an attempt to manage a backlog and circumvent the requirement to assess applications within the six-month time limit.

Michael King, Local Government and Social Care Ombudsman, said: ‘Disabled Facilities Grants are there to provide adaptations so people can live in their own homes with dignity. Sadly, in this case, the council’s delays have had a direct impact on the woman’s mental wellbeing – she has had to wash and toilet in a room that directly opens onto the street and has told me she “dreams of having a hot bath in privacy before bed and being able to use the toilet like a human being”.

‘I’m pleased the council is now minded to accept my report’s recommendations. I hope this will ensure other people in Slough who have need of adaptations to their homes will not be faced with undue delay.’

Responding to the report, Marc Gadsby, executive director, People (Adults), Slough Borough Council said: ‘We welcome the report from the Local Government and Social Care Ombudsman and have put in place the recommendations detailed within it. As part of those recommendations a change in policy is being implemented regarding the way Disabilities Facilities Grants applications are assessed, to ensure they are processed in a timely manner, helping our residents receive the adaptations needed for them to live independently, as soon as possible.’