on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Housing > Homelessness Decision : Upheld Decision date : 27 Apr 2026
Key to names used
Ms X The complainant
Summary
Ms X complained the Council refused to support her and her child when they fled domestic abuse in 2023. Specifically, she says the Council decided they did not qualify for homelessness assistance because they did not have a local connection to the area. Instead, the Council referred them back to their previous area, where the domestic abuse had occurred, on the basis that they had a local connection there. Ms X says these decisions have severely affected her mental health and wellbeing and placed her and her child at risk of further harm.
Finding
Fault found causing injustice and recommendations made.
Recommendations
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) To remedy the injustice caused by the faults identified, we recommend within four weeks of the date of this report, the Council should: apologise to Ms X in line with our guidance on Making an effective apology ; and pay Ms X £1,000, to recognise the significant distress, uncertainty, and loss of opportunity to pursue statutory review rights.
Within three months of the date of this report, we recommend the Council provides training and/or guidance on domestic abuse to all housing staff to ensure they understand the requirements of chapters 10 and 21 of the Homelessness Code of Guidance and how to appropriately deal with homelessness and housing register applicants at risk of domestic abuse. In light of the concerns set out in paragraph 73, the Council should also consider commissioning an external provider to deliver this training.
The Council has accepted these recommendations.