Homelessness

Manchester City Council (19 005 577)

Statement Upheld Homelessness 06-Jan-2020

Summary: the Council was at fault because its service provider did not give Mr X a written decision that he was not eligible for homelessness assistance. He therefore had no opportunity to request a review of that decision. The Council has agreed to provide a suitable remedy.

Birmingham City Council (18 019 586)

Statement Upheld Homelessness 23-Dec-2019

Summary: There was fault in the way the Council dealt with Mr A's belongings when he was homeless. This caused him a financial loss. To remedy the injustice the Council will apologise, pay him £500 and establish written procedures for officers on the protection of homeless applicants' property.

London Borough of Hackney (18 014 287)

Statement Upheld Homelessness 18-Dec-2019

Summary: Miss X complained about the Council's handling of her housing case since she became homeless in June 2017. The Council was at fault. It delayed moving her from unsuitable temporary accommodation for 14 months and delayed reviewing her case for four months following its stage 1 complaint response. The Council agreed to pay Miss X a total of £1200 to recognise the distress, uncertainty and time and trouble caused by the faults.

Liverpool City Council (19 002 816)

Statement Not upheld Homelessness 16-Dec-2019

Summary: Miss B complains about the Council's decision to place her daughter, Miss C, in unsuitable housing. There is no evidence of fault in the Council's handling of Miss C's homelessness application. The merits of the homelessness decision and suitability of the accommodation offered carry appeal rights and it is not unreasonable to expect Miss C to use these to challenge the Council's decision. The Ombudsman cannot investigate Miss B's complaint about the Housing Association's handling of Miss C's subsequent request to move to another property because these complaints fall within the remit of the Housing Ombudsman Service.

London Borough of Haringey (19 006 623)

Statement Upheld Homelessness 16-Dec-2019

Summary: Miss B complains about the Council's handling of her homelessness application and the provision of accommodation. The Council delayed in deciding Miss B's homeless application and there was fault in the Council's communication about her housing situation. The Council will apologise and make a payment to Miss B.

Bristol City Council (19 004 898)

Statement Upheld Homelessness 16-Dec-2019

Summary: Mr X complains the Council told his prospective landlord he intended to claim housing benefit, causing the withdrawal of an offer of a tenancy and embarrassment. He also says it mishandled his request for a review of his housing priority band. The Ombudsman found no fault in the Council's approach. It did not communicate directly with his landlord and it considered Mr X's evidence why it should increase his housing band but disagreed it should. There was fault in how the Council explained its rule on not investigating complaints older than 12 months. While this caused Mr X no significant injustice, the Council agreed to the Ombudsman's recommendation to provide a better explanation to others in future.

Surrey Heath Borough Council (19 002 880)

Statement Not upheld Homelessness 10-Dec-2019

Summary: Mr X complained about the way the Council handled his homeless application, its decision to exclude him from its housing register and the interim accommodation it provided. The Council was not at fault.

Birmingham City Council (19 005 757)

Statement Not upheld Homelessness 10-Dec-2019

Summary: Ms X complained about disrepair in the temporary accommodation provided by the Council. The Council was not at fault.

Watford Borough Council (18 018 668)

Statement Not upheld Homelessness 06-Dec-2019

Summary: Mr K complains about the temporary housing services the Council referred him to. The Ombudsman finds no evidence of fault.

Central Bedfordshire Council (19 009 009)

Statement Upheld Homelessness 05-Dec-2019

Summary: Mrs B complains that the Council did not deal with her housing needs properly. The Council delayed accepting its relief duty, delayed creating a personal housing plan (PHP), and did not properly record how it was reviewed, incorrectly advised Mrs B of her review rights and did not give her enough notice of her temporary accommodation ending. Mrs B suffered delay in receiving her PHP, was uncertain about her review rights and suffered distress. The Council has agreed to apologise to Mrs B, pay her £200 for the distress she suffered and review its policies, procedures and training.