Homelessness

London Borough of Hackney (19 006 048)

Statement Upheld Homelessness 14-Nov-2019

Summary: The Ombudsman cannot continue to investigate Mr X's complaint about the Council's delay in reviewing his personalised housing plan. This is because he has already raised this in court. The Council failed to advise Mr X of his right to appeal to court when it later reissued its review decision. However, this has not caused Mr X an injustice as he was aware of his right of appeal.

London Borough of Tower Hamlets (19 001 625)

Statement Upheld Homelessness 11-Nov-2019

Summary: Ms X complains about the time taken by the Council to decide her homelessness application, the interim accommodation it put her in, and the time taken to review its suitability later on. The Ombudsman found there was fault caused by delays by the Council in deciding Ms X's homelessness application and her request for a suitability review. It also gave her inaccurate information about reviewing the suitability of her accommodation at an earlier stage. The Council accepted our recommendation it should remedy this by apologising to Ms X, agreeing to pay a financial remedy and reminding staff of their obligations.

Wiltshire Council (18 013 283)

Statement Upheld Homelessness 11-Nov-2019

Summary: Mr X complained about the way the Council dealt with his homelessness applications. The Ombudsman has found the Council at fault. It took too long to deal with his applications, did not have proper regard to his mental health and twice failed to provide emergency accommodation. Because of this he was denied his right to a review of the Council's homelessness decision and became "street homeless" for a number of months. The Council has agreed with the Ombudsman's recommendations to apologise to Mr X and his mother, make a payment to Mr X, make a time and trouble payment to his mother and carry out a review of its practices. It has also agreed to take steps to take a fresh homelessness application from Mr X. It will also review its practices to ensure duties owed to applicants with mental health issues are met.

London Borough of Lambeth (18 014 695)

Statement Upheld Homelessness 06-Nov-2019

Summary: Mr C approached the Council as homeless, the Council failed to respond to his initial correspondence and then sent him to another council rather than properly assessing his information and helping him. The Council accommodated him over a week later, but he had been street homeless in that time and approached social services to get help. The Council will apologise, pay £300 and review its procedures.

London Borough of Southwark (19 006 265)

Statement Not upheld Homelessness 30-Oct-2019

Summary: Mr X complains about the Council's handling of his housing application. The Ombudsman has discontinued his investigation. This is because the matter is still ongoing.

Birmingham City Council (19 000 865)

Statement Upheld Homelessness 29-Oct-2019

Summary: there was fault in the way the Council carried out the homelessness prevention duty. Miss X did not become homeless but she suffered uncertainty due to the delay in handling her case and the Council's poor communication. The Council has agreed to provide a suitable remedy. There was no fault in the Council's handling of Miss X's Let to Birmingham and Housing Register applications.

London Borough of Bromley (18 018 828)

Statement Upheld Homelessness 29-Oct-2019

Summary: Miss X complained about the Council's handling of her homelessness application and other related matters. This meant she was homeless for a number of months. The Ombudsman has found the Council to be at fault because it took too long to make its decision about her homelessness and other related matters. To remedy the injustice caused, the Council has agreed a remedy to reflect the level of distress caused to Miss X.

Westminster City Council (18 012 557)

Statement Upheld Homelessness 28-Oct-2019

Summary: The Council's communication with Ms A about her broken boiler was not in line with accepted standards and this was fault which caused avoidable frustration. To remedy the injustice, the Council will apologise within one month of my decision. There was not an unreasonable delay in fixing and replacing the boiler and the Council offered Ms A alternative housing in any event.

London Borough of Harrow (19 000 787)

Statement Upheld Homelessness 28-Oct-2019

Summary: There were serious failings in the way the Council responded to Miss X's housing needs as a vulnerable woman who was homeless because of domestic abuse and harassment. This had a significant impact on Miss X. She was left for a long time in accommodation where she was at risk. The Council has accepted our findings and recommendations for a remedy.

London Borough of Croydon (19 002 947)

Statement Upheld Homelessness 25-Oct-2019

Summary: The Council failed to take an application when Mr C approached it as homeless. The Council has apologised and offered an appointment to assist should Mr C still need it. This is appropriate action in response. In addition to this the Council will remind its staff to keep adequate records of advice it gives, as it had no record of how it dealt with Mr C's approach.