Hounslow Council has apologised after a disabled person and another individual were left homeless for over a year, sofa surfing between friends' homes, following a series of administrative failures. The Local Government and Social Care Ombudsman (LGSCO) found the council at fault for closing their housing application without notifying them and for failing to provide interim accommodation.
Council errors leave pair homeless
The two individuals, referred to as X and Y in the Ombudsman's report, first contacted the council in February 2023 about their living conditions. They contacted the council again in May 2023, stating they were officially homeless and sofa surfing. A council officer promised to call back the following week, but this never happened.
After months of silence, the council initiated their housing register application. However, the housing caseworker assigned to the pair had left the council by that point. Internal council documents indicated that officers tried to contact X and Y between January and April 2024 about potential properties, but the council was unable to produce evidence of these communications to the Ombudsman.
Application closed without notice
In February 2024, a new housing officer contacted X and Y, who were still sofa surfing. Three months later, the council closed their housing application, citing a lack of response from the pair, but did not notify them of this decision.
The Ombudsman determined that “X and Y remained in contact with the council about their homeless application”. The report states: “It is also clear though the council accepted it had not transferred X and Y’s homeless application onto the new IT system at a time when X and Y’s caseworker also left. I therefore consider it likely it is those issues which resulted in lack of contact rather than any failure on the part of X and Y. In those circumstances I consider the council at fault for closing the homeless application.”
No interim accommodation offered
Throughout this period, friends of the couple confirmed to the council that X and Y were staying with two different friends for a maximum of six nights per week, and in some cases only four nights per week. The watchdog therefore determined that the council failed the pair in not providing them interim accommodation. The council also failed to offer interim accommodation in 2024, which was another fault.
It took until June 2025 for the council to accept housing duty. The couple were offered a property the council accepted was not suitable for their needs in October 2025, yet it did not offer another property.
Ombudsman orders compensation
The Ombudsman ordered Hounslow Council to pay the pair £1,000 for the distress caused. The council was also told to contact X and Y to see if they still require housing.
A Hounslow Council spokesperson said: “The council is constantly striving to improve its performance, this includes having the appropriate regard for LGSCO findings. We have apologised to the complainant and have taken the agreed actions, including a review of guidance on when temporary accommodation should be offered and recording of why it has not been.”
