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Case study

  • Date:
    October 2024
  • Category:
    Meeting the need

Example

C asked us to review the Council’s decision on their community care grant application. They applied for a grant to help them move into a new tenancy following a period of homelessness. 

The Council made a partial award to C. C requested a first-tier review for the items they were not awarded. They also raised issues with how the Council fulfilled the flooring award, stating that they had existing underlay, but were advised by the Council it would need to be removed for the installation of the carpet provided by the Council’s supplier. This carpet did not include underlay and was stuck directly onto the floor. C also advised that the sofa was unsuitable as it was second-hand and had been cleaned with products that they were sensitive to due to allergies and neurodiversity.

Following the first-tier review, the Council cancelled the flooring award as they were unable to reach an agreement with C on the fitting. They also declined to change the sofa. However, they awarded several other items. 

We reviewed the Council's case file and spoke with C for further details on their circumstances. C confirmed the issues with both the flooring and sofa. After discussion, C decided they only wanted our review to consider the flooring. We concluded that it would be fair for the Council to provide a cash award. This would allow C to fit flooring without removing the existing underlay. We instructed the Council to award the equivalent amount that the supplier would have charged for the flooring.

We also provided feedback to the Council regarding the guidance not being followed, inquisitorial failure and written communications.

Updated: October 22, 2024