Hackney Council Ignored Mother's Pleas Over Autistic Daughter's Fall Risk
An East London council has been found to have disregarded a mother's repeated warnings about the safety of her autistic child, who was at serious risk of falling from windows in their high-rise flat. The Local Government Ombudsman (LGO) investigation revealed that Hackney Council's failures left the woman, identified as Miss X, in prolonged distress and uncertainty regarding her daughter's welfare.
Council's Inaction Despite Urgent Safety Concerns
Since 2022, Miss X had been alerting Hackney Council to the grave dangers posed by their elevated living situation. Her daughter, referred to as Y in the report, exhibits hyper behavior and meltdowns associated with autism spectrum conditions (ASC), which can include impulsive actions with reduced awareness of risk. The child frequently attempted to climb windows to open them, and the confined one-bedroom flat offered little space for calming during episodes.
The mother emphasized that living several floors above ground level created a potentially fatal environment, especially as her daughter grew stronger with age. Despite the council placing the family in Band B—the second-highest priority category for rehousing—progress was agonizingly slow. Miss X's fears intensified over two years, culminating in a formal complaint in 2024 citing delays in rehousing, home visits, and responses to her inquiries.
Inadequate Measures and Missed Opportunities
Hackney Council cited unprecedented demand for social housing to explain the lengthy waiting times, though it did escalate the rehousing bid without changing the priority band. While window restrictors were installed to mitigate risks, Y had previously removed them, rendering this measure insufficient. The council also pointed to referrals to local specialist services for children with disabilities.
In February 2025, an occupational therapist (OT) conducted a home safety assessment that highlighted the risk of Y jumping from the balcony and causing harm. However, before Miss X could submit this report, the council requested its own OT review of the balcony. Additionally, the mother provided a supporting letter from her daughter's school and asked for exceptional case treatment to expedite a move, but the council declined to investigate further, prompting the Ombudsman complaint.
Ombudsman's Findings and Council's Response
The LGO investigation found no evidence that Hackney Council properly considered the OT assessment or school letter. The watchdog criticized the council for poor record-keeping around Miss X's complaints, which left her unaware if her concerns were being addressed. This was deemed bad administrative practice.
As a result, Hackney Council agreed to apologize to Miss X and pay £500 in recognition of the distress, uncertainty, and frustration caused. The council also committed to guiding staff on responding promptly to queries and understanding good administrative practices. Notably, the council had previously offered compensation for an error in the housing application, but Miss X refused, feeling her safety concerns were still not taken seriously.
Broader Context of Housing and Special Needs
This case occurs against a backdrop of reported issues in Hackney regarding support for families with special needs children in unsuitable housing. Previously, the Local Democracy Reporting Service revealed that Hackney Council explicitly advised NHS staff against writing support letters for such families, even when lives were perceived to be at risk. The council's eventual move of Miss X's family to a ground-floor property came only after sustained pressure and the Ombudsman's intervention, underscoring systemic challenges in addressing urgent housing needs for vulnerable residents.
