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Folkestone and Hythe District Council (18 018 663)

Category : Housing > Homelessness

Decision : Upheld

Decision date : 02 Jan 2020

Summary: Mr X complains about the lack of support he received from the Council when he and his family became homeless.


The Ombudsman upheld the complaint and found fault causing injustice.


The Council should take the following action to remedy the injustice caused to Mr X as a result of the fault we have identified.

  • Write to Mr X to apologise for the delays in providing him with assistance with his housing situation.
  • Pay Mr X £100 to recognise the uncertainty and distress this caused him and his family.

The Council should take this action within three months of the date of this report.

The Council should also take the following action to improve its services.

  • Review its processes for handling requests for housing assistance to ensure it deals with cases based on both waiting time and urgency.
  • Review resources available to its housing department to ensure it is meeting its duties to people who are threatened with homelessness and people who are homeless under the 1996 Housing Act as amended).

Ombudsman satisfied with Council's response: 29 July 2020.

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