Harlow District Council (24 000 868)

Statement Upheld Homelessness 11-Feb-2025

Summary: Mrs X complained the Council failed to correctly progress a homelessness application on multiple occasions. She also complained the Council failed to remove Mr X from a historical joint tenancy at a former address, offering conflicting advice on the procedure for doing so. We have found the Council at fault for how it considered Mr and Mrs X’s homelessness and for failing to have due regard to statutory guidance. We also find the Council delayed removing Mr X from his former tenancy. These failings caused Mr and Mrs X avoidable frustration and distress, loss of review rights, and led Mr and Mrs X to remain in unsuitable accommodation longer than they otherwise would have. The Council has agreed to apologise, make a financial payment, and carry out training for staff. We have not investigated Mrs X’s complaint about the Council disclosing personal information to third parties. The Information Commissioner’s Office is better placed to consider this matter.