West Berkshire Council (21 014 573)

Category : Housing > Homelessness

Decision : Upheld

Decision date : 11 Jan 2023


Key to names used

  • Ms X:  The complainant
  • Council B: Another council
  • Provider C: A social housing provider in Council B’s area


Ms X complained the Council refused to accept a homelessness application when she had to leave her home due to threats of violence. She also complained it delayed in dealing with her housing register application, her application for a discretionary housing payment and responding to her complaint.


Fault found causing injustice and recommendations made.


The Council must consider the report and confirm within three months the action it has taken or proposes to take. The Council should consider the report at its full Council, Cabinet or other appropriately delegated committee of elected members and we will require evidence of this. (Local Government Act 1974, section 31(2), as amended)

The Council should also take the following action within three months of the date of this report:

  • Apologise to Ms X for not providing interim accommodation and for not properly considering whether it owed a relief duty and pay her £500 for the frustration and uncertainty caused.

  • Review its processes to ensure it accepts homelessness applications and provides interim accommodation in line with the law and guidance and provide guidance or training to relevant staff following that review.

Ombudsman satisfied with Council's response: 27 July 2023

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