Wandsworth Council pays £1,400 over home adaptation delays

Wandsworth Council has been ordered to pay £1,400 to the mother of a disabled child after significant delays in carrying out recommended home adaptations. The Local Government and Social Care Ombudsman found that essential works, first identified in November 2022, were not completed until 2026.

The ombudsman's report stated that the delays negatively impacted the child, referred to as Y, affecting his independence and mental health due to the lack of necessary aids. Mrs X had formally complained to the council in March 2024, detailing the failure to provide adaptations recommended in a November 2022 assessment.

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Council failings identified

A review by the council's own complaints panel in May 2025 found that the authority had delayed sharing the initial assessment with Mrs X for three months. The panel also cited poor communication with Mrs X and issues with commissioning services as contributing factors to the delays. The panel noted that Mrs X had also contributed to some delays by taking time to submit certain documents.

Further adaptations identified in an updated assessment in February 2024 also faced delays. The council's failings meant the child waited approximately three-and-a-half years for the changes to his home.

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Ombudsman's findings and recommendations

The ombudsman found that the council's delays caused further frustration, particularly after assurances were given in May 2025 that actions would be completed urgently. The report highlighted a significant six-month delay from May 2025 in appointing an occupational therapist, during which Mrs X declined to work with one therapist due to unverified credentials. A new therapist was appointed and completed their assessment in February 2026.

In addition to the £1,400 payment for distress, the ombudsman instructed Wandsworth Council to issue a further apology to Mrs X and provide an action plan for the completion of all outstanding adaptations. The council confirmed that most of the adaptations recommended in the February 2026 assessment were completed by the end of June 2026.

A spokesperson for Wandsworth Council stated: “We take our responsibilities towards children and families very seriously and are sorry for the distress caused in this case. We accept the ombudsman’s findings and have apologised. We are taking the actions set out in the report and are committed to learning from this case and improving our services.”