"Wet room Installation"

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.