A West London council has apologised and paid a domestic abuse survivor £250 after a watchdog found its poor communication caused her significant distress over her housing situation.
Council's communication failure caused distress
Hammersmith and Fulham Council failed to inform the woman, referred to as Ms X, that it had accepted the main housing duty for her case until she specifically requested an update months later. The Local Government Ombudsman ruled this failure delayed her ability to request a review of her temporary accommodation and caused her "frustration and uncertainty".
The woman first approached the council in February 2023 after fleeing domestic abuse and becoming homeless. The authority provided her with emergency accommodation on the same day.
Safety concerns and ongoing support
In May 2023, Ms X raised safety concerns after spotting a friend of her abuser near her temporary home. The council investigated these concerns, asking her to list areas she perceived as unsafe, and explained there was a shortage of available properties.
It was not until August 2023 that Ms X contacted the council for an update. Officials then apologised for the lack of communication and revealed they had accepted the main housing duty several months earlier. This acceptance meant she could formally request a review of whether her accommodation was suitable.
A review was subsequently carried out, with the council concluding the accommodation was reasonable and appropriate. The Ombudsman's report states that over the following year, Ms X continued to express feeling unsafe, but the council maintained its position that the property was suitable as there had been no further incidents since the sighting over a year prior.
Ombudsman's findings and council action
The Ombudsman found fault specifically with the council's communication regarding the housing duty acceptance. However, it noted this "did not ultimately affect her housing situation" and found no fault in how the council reached its decision on the property's suitability.
"Our role is not to ask whether the Council could have done things better, or whether we agree or disagree with what it did," the Ombudsman stated. "Instead, we look at whether there was fault in how it made its decisions."
In line with the Ombudsman's ruling, Hammersmith and Fulham Council agreed to apologise to Ms X, pay her £250 in compensation, and reinforce to its officers "the need to follow procedures when dealing with homelessness cases".
A council spokesperson said: "We have apologised and compensated Ms X for our failure to update her in May 2023 of a main housing duty for her being accepted. We have also reinforced to officers the need to follow procedures when dealing with homelessness cases."
The council continued to support Ms X as she remained in the provided accommodation until April 2025, when she chose to move out. In December 2024, she had asked the council to withdraw her housing application so she could approach other local authorities, and the council ended its duty in February 2025.
