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"Wet room Installation"

About: Cumbernauld Locality Support Service / Social work services

(as a carer),

I have raised a complaint to the Adaptations Department in early January 2025 after receiving a letter which provided incorrect information regarding a grant provided by NLC to install a wet room in my mother’s property.

This has not been the first complaint I have made to this department. Previously, a senior member of staff at NLC apologised to my MSP around May 2024 for my experiences.

This process has been far from easy, in fact horrendous. I can understand some of the pressures the Council faces, however, this should not be projected onto the service provided to vulnerable clients. The severe stress this has caused to a young carer, like myself, should never of happened.

Since the early January 2025, I have had one 2 minute phone call from the council. I exclusively stated in my complaint that I would like all correspondence through email due to previous issues raised. I have received no apology, no complaint reference and no correspondence to ensure the complaint is fully resolved. As far as I am aware, my MSP is still awaiting response to his urgent correspondence after I contacted him again. Since the complaint has been raised, we have also had one of the contractors state they will put the outstanding money the council have not paid to them, to a debt collector, in my mother’s name. I was told last Wednesday my complaint would be responded to by the end of the week as it was passed to a another member of staff. I am still awaiting a response for the several failings made by NLC.

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Responses

Response from Patricia Kearns, North Lanarkshire Health & Social Care Partnership 4 months ago
Patricia Kearns
North Lanarkshire Health & Social Care Partnership
Submitted on 13/02/2025 at 13:52
Published on Care Opinion at 13:52


Hello,

I sincerely apologise that you required to raise a complaint and for the frustrations you felt during the adaptation process, and the handling of your complaint. I understand the situation has caused considerable distress, and I regret that the service has not met expectations, and the service standard required. I understand that the lack of timely communication and the ongoing issues with the contractor’s payment have only added to the stress you are facing as a young carer. This is not the experience the service intends for anyone accessing services, particularly vulnerable service users. The service has rectified the paperwork and adjusted payment details. Contractors have also been paid in full. I hope that this response will bring some acknowledgement from what you have experienced, and you can be assured that actions have been taken to conclude business with contractors and to improve the service for service users and their families.

Kind Regards

Pamela White

Manager, Equipment and Adaptations Service

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