Greenwich Council Apologizes for Wrongly Ending Homelessness Relief Duty
Greenwich Council has issued a formal apology to a woman after the Local Government and Social Care Ombudsman found the authority at fault for incorrectly ending her homelessness relief duty while she was away on a pre-booked health holiday. The ombudsman's investigation revealed that the council's actions caused the woman, referred to as Miss X, significant distress, worry, inconvenience, financial loss, and uncertainty regarding her housing situation.
Council's Faulty Decision and Miss X's Ordeal
In June 2024, Miss X submitted a homelessness application to Greenwich Council following eviction by her landlord. The council accepted a relief duty to help secure accommodation for her. As part of the assessment process, Miss X was required to attend a meeting to discuss her personalised housing plan. However, she informed the council that she could not attend due to a health holiday scheduled from July 3 to August 10, emphasizing that her health was a priority and the trip could not be cancelled.
On July 25, Greenwich Council emailed Miss X, stating it would end the relief duty because she had refused an accommodation offer while on holiday. The council accused her of deliberately and unreasonably refusing to cooperate with her housing plan. Miss X claimed she never received this email and only learned of the termination upon visiting the council on August 23 after returning from her trip.
Failed Reviews and Escalation to Ombudsman
Miss X submitted two review requests challenging the termination, but the council refused to consider them, citing late submission and advising her to make a new homelessness application. She disputed this, arguing the requests were made within 21 days of discovering the decision. In September 2024, she filed a formal complaint, which the council did not uphold, denying reimbursement for £400 in legal costs and accommodation expenses incurred since approaching the homelessness service.
After another complaint in early 2025 was dismissed as previously investigated, Miss X escalated the matter to the ombudsman. Following a pre-action protocol letter from her solicitor, Greenwich Council conceded it had not properly ended the relief duty in line with housing legislation, failing to issue a required warning before termination.
Ombudsman's Findings and Corrective Actions
The ombudsman found that Greenwich Council's unlawful decision had caused Miss X avoidable harm. As a result, the council withdrew the decision, reopened her homelessness application, reinstated her housing register status, and offered interim accommodation, which she accepted.
The ombudsman ordered Greenwich Council to apologize in writing to Miss X, make a symbolic payment of £300 for distress, refund accommodation costs during the relief duty period, and reimburse the £400 legal fee. Additionally, the council was mandated to train relevant staff on the legal steps required before ending someone's relief duty to prevent future occurrences.
Council's Response and Commitment
A Greenwich Council spokesperson stated, "The council has apologized to Miss X for the distress and anxiety caused by how her case was handled, and we have already taken steps to stop this happening again. We have agreed to pay her legal fees, temporary accommodation and recognition of any distress caused. In line with the ombudsman's recommendation, the council has conducted further training to avoid this happening again in the future. The council is committed to ensuring that everyone in Royal Greenwich has access to a safe and secure home that meets their needs."
This case highlights critical issues in local government housing services, emphasizing the need for strict adherence to legal protocols and compassionate handling of vulnerable individuals' circumstances.
