For decisions to be fair it’s important that they are based on accurate and relevant information.

Jan applied to BC Housing for a Home Adaptation For Independence (HAFI) grant to have her bathtub replaced with a safer one due to balance issues she was experiencing following a stroke. The HAFI fund provides money for low-income seniors to undertake necessary home adaptations due to their changing physical capabilities.

BC Housing approved Jan’s application, which was valid for 90 days. However, Jan’s contractor was unable to complete the work in that timeframe. Jan requested and was granted an extension by BC Housing.

Jan’s contractor then fell ill and was unable to replace the bathtub by the new deadline. When she asked for a second extension, BC Housing denied it. When she asked why, a staff member told her it was because she already had two previous extensions. Jan said she only had one previous extension and appealed the decision, however, BC Housing denied her appeal.

Feeling she was being treated unfairly, Jan reached out to us for help.

As part of our investigation, we spoke to BC Housing’s Privacy, Access and Quality Manger to discuss Jan’s case. After reviewing Jan’s file, BC Housing decided to grant Jan an additional extension so she could complete the project.

We called and confirmed that Jan received a letter from BC Housing informing her of the decision. Given that BC Housing agreed to grant Jan an extension, we ended our investigation and closed the file.