I agree with you 100%. People like your parents who contributed to the city and Country all their lives are an easy target for a blinkered local authority who only see and help those that shout loudest and are constantly looking for handouts.
Unfortunately it is the good people that suffer in situations like this.
I wish your folks the very best of luck.
There is one councillor working day and night, 365 days a year in the area, your parents will know who i am referring to,
He plants himself in city hall and refuses to leave until he gets an issue sorted;give him a call.