Birmingham City Council (24 018 837)

Statement Upheld Homelessness 07-Apr-2026

Summary: The Council did not take a homeless application when it was told that a service user had no accommodation for a second night. This was fault. The Council has agreed to apologise, review its procedures and make a symbolic payment. This remedies the uncertainty caused, as the complainant will never know if the situation might have been different.

London Borough of Islington (25 008 084)

Statement Upheld Homelessness 07-Apr-2026

Summary: Miss X complained about the Council’s handling of her homeless application. We find no fault in the Council’s domestic abuse support, but do find fault in the Council’s delay in accepting the main housing duty, its poor communication, its failure to process her January 2025 complaint under the formal procedure, and its lack of recorded evidence that it checked the suitability of Property A at placement. This caused Miss X uncertainty, distress, and time and trouble. The Council has apologised, offered a suitable payment to Miss X, and made service improvements, which is a satisfactory remedy for the injustice caused.

Royal Borough of Kensington & Chelsea (26 000 478)

Statement Closed after initial enquiries Homelessness 07-Apr-2026

Summary: We will not investigate Mr X’s complaint that the Council placed him in unsuitable accommodation and refused his review request. Mr X has used his alternative remedy to the court. Therefore, we cannot investigate.

London Borough of Lewisham (25 019 634)

Statement Closed after initial enquiries Homelessness 06-Apr-2026

Summary: We will not investigate Ms X’s complaint about the failure of an accommodation provider, on behalf of the Council, to advise her she was liable for utility costs in addition to rent. Given the lapse of time since the accommodation was arranged, further investigation would not lead to a worthwhile outcome. Further we cannot achieve the outcome Ms X wants.

Brighton & Hove City Council (25 005 498)

Statement Upheld Homelessness 01-Apr-2026

Summary: Mrs X complained the Council failed to offer suitable interim accommodation and appropriate support when she was fleeing domestic abuse. We find the Council at fault for failing to provide interim accommodation and a delay in processing Mrs X’s application. This is fault which meant Mrs X and her child were left without suitable accommodation for 4 months. The Council has agreed to apologise and make a symbolic payment to Mrs X.

London Borough of Harrow (25 007 049)

Statement Upheld Homelessness 01-Apr-2026

Summary: Mrs X complained the Council did not provide her with enough support after she was evicted from her property. The Council was at fault for delaying accepting its relief duty and main housing duty to Mrs X. The Council was also at fault for giving Mrs X wrong information and not contacting her or taking substantive action on her case for around six months. This caused Mrs X uncertainty and distress. The Council was not at fault for its actions to find interim accommodation for Mrs X in a timely manner. The Council has agreed to apologise and make a payment to Mrs X.

London Borough of Lambeth (25 007 586)

Statement Upheld Homelessness 01-Apr-2026

Summary: Miss D complains the Council has not moved her from unsuitable temporary accommodation. I have found the Council at fault; Miss D has remained in unsuitable temporary accommodation for 11 months. The Council has also delayed dealing with a repair to the front door of her property and has not processed a claim for expenses. It has agreed to pay Miss D redress, carry out the repairs and to process her claim.

Westminster City Council (25 008 007)

Statement Upheld Homelessness 30-Mar-2026

Summary: We have found fault with the Council for making a delayed relief duty decision, and for failing to secure suitable accommodation for Mr X. This caused Mr X avoidable distress and the injustice of living in unsuitable accommodation. The Council has agreed to apologise and make a symbolic payment to Mr X to remedy the injustice.

West Berkshire Council (25 008 974)

Statement Not upheld Homelessness 30-Mar-2026

Summary: We did not find the Council at fault for how it handled Ms X’s homelessness application.

London Borough of Lewisham (25 011 192)

Statement Upheld Homelessness 30-Mar-2026

Summary: The Council was at fault in how it helped Miss X when she was being evicted and for failing to tell her of her right to ask for a review of her homelessness accommodation’s suitability and her priority on the social housing register. The faults caused Miss X avoidable distress, confusion and uncertainty and meant she remained in unsuitable accommodation for too long. The Council will apologise to Miss X, make a symbolic payment, review her priority and take action to prevent similar fault in future.