plus i don't understand how if the neighbours are so unapproachable, you expect the council to do any better than her. It will probably be easier for her because at least she can approach them informally, and they've probably seen her before, whereas a visit or letter from the council might be overwhelming or frightening for the 97 yo. If she is as la la as you suggest, there will be someone looking after her affairs (or how does she pay her bills, etc) so perhaps a visit (she might surprise you) followed by an informal letter that whoever sorts out her finances can read and respond to