A West London mother who fled domestic abuse says she has been left suicidal due to persistent delays and poor communication from Hammersmith and Fulham Council in finding her safe accommodation. The woman, referred to as Ms X to protect her identity, fears her abusive ex-partner could find her and her child at any moment.
First Referral and Initial Delays
Ms X was first referred to the council in March 2025 by a charity support worker. Although she lives in a neighboring borough, as a domestic abuse victim she can seek housing support from other councils. She chose Hammersmith and Fulham due to its proximity to her support network, job, and child's school, and because the council could offer housing in nearby areas. However, months of calls and emails went unanswered, forcing her and her daughter to move in with her mother last summer.
Complaints and Compensation
In August 2025, Ms X filed a stage one complaint about delays in processing her homeless application. The council upheld the complaint, offering £100 compensation. She escalated to stage two, which was also upheld, with an apology for poor communication and £800 compensation, including £300 for distress. Despite this, progress remained slow.
Ms X was eventually offered a lower ground floor flat in Ealing, but she declined due to trauma from a past incident where her ex threw bricks through her window, leaving her fearful of ground-floor properties. The stress of chasing the council led to a mental breakdown, with suicidal thoughts, difficulty eating, and sleeping only four hours at a stretch last autumn.
Withdrawal and Reapplication
In December 2025, Ms X withdrew her application to focus on her mental health through therapy. However, she and her daughter could not stay at her mother's place and returned to their flat. At the end of the year, she reapplied to the same council, believing their apology indicated improved service. Instead, she faced similar issues. In February 2026, another stage one complaint was upheld, with £75 compensation. She was offered two more properties, both unsuitable: one in Croydon required extensive travel for work and school, and refuge accommodation was rejected as it would harm her mental health and her child's wellbeing.
Current Situation and Council Response
Ms X has a stage two complaint pending, with a response delayed until mid-June. She says the ongoing lack of communication and suitable housing has worsened her mental health, leaving her feeling suicidal at times. She stated, 'The only reason I haven't done something absolutely crazy is because my child needs me.'
A Hammersmith and Fulham Council spokesperson said: 'We are working with Ms X to help her secure new and safe accommodation. We have offered Ms X three properties to view and continue to support her and her family with their needs including a referral to provide Ms X with independent specialist support. We have sincerely apologised to Ms X and have reviewed her case to help us make improvements so we can provide the right support and updates first time round.'
