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Homelessness policy under review after ombudsman concern

A Northamptonshire council has been criticised by the official complaints adjudicator after a disabled woman claimed it kept her in unsuitable temporary accommodation.

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Council reviewing homelessness policy after failures uncovered by ombudsman

An investigation by the Local Government and Social Care Ombudsman found that Kettering Borough Council failed to offer the woman her legal right to a review of her accommodation.

She had claimed to be unable to reach the upstairs bedrooms or bathroom in the house she had been placed in and said her mobility scooter was vandalised because there was nowhere to securely store it.

The council did not make the mother of two aware of her right to a review even after she complained that the accommodation was unsuitable.

It has agreed to improve its homelessness procedures.


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Other councils should use the case to improve their homelessness services and make sure review rights are made clear to people, ombudsman Michael King said.

He added: “People in temporary accommodation have a legal right to a review of that accommodation, and ultimately to have that review considered by the courts.

“But they can only follow this process if councils tell them about their rights in a timely manner, as statutory guidance dictates.”
Kettering Borough Council made a series of other failures in its handling of the woman’s situation, the ombudsman said.

It did not properly consider its duty towards her belongings, delayed telling her the accommodation would not be adapted for her needs or offered as a long-term home, and did not tell the woman why she was unable to bid for a two-bedroom property with stairs.

The council has amended its letters to homeless residents to inform them of their right to request a temporary accommodation review.

A spokesperson for Kettering Borough Council said: “Kettering Borough Council accepts the findings of the ombudsman’s report and, in doing so, has formally apologised to the customer and paid the suggested compensation sum of £500. The council has also reviewed its procedures and standard documentation for the management of applications from homeless households to ensure that the procedural errors that have been identified in the report are not repeated.

“The council is constantly striving to ensure that we provide the best service that we can for our customers and regrets that, on this occasion, we have fallen short of that aim.”

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