Barnet Council Criticized for Providing Faulty Housing Guidance Leading to Resident's Financial Hardship
Barnet Council has been found at fault by an ombudsman for causing significant distress to a resident through incorrect housing advice. The local authority has issued an apology and acknowledged it fell short of its service standards in this case.
Incorrect Information Leads to Debt Accumulation
The Local Government and Social Care Ombudsman recently published findings detailing how a resident, identified as Mr X, received erroneous information from a council housing needs officer in January 2025. The officer incorrectly informed Mr X that he qualified for financial assistance covering deposit and first month's rent for a privately-rented property.
This misinformation prompted Mr X to relocate to a more expensive home under the assumption that Barnet Council would reimburse his upfront costs. Only after moving and submitting required forms did the council inform him he was ineligible for financial support.
Background of the Housing Complaint
Mr X initially approached Barnet Council in June 2024, complaining about unsuitable living conditions due to mould issues and a rent increase from his landlord. Following an inspection, the council determined there were no category one hazards requiring intervention.
Despite this assessment, the housing needs officer later provided the incorrect advice about financial eligibility. The ombudsman noted the property Mr X moved into exceeded the maximum £800 support limit for first month's rent under council assistance schemes.
Financial Consequences and Regulatory Findings
The ombudsman concluded in December 2025 that Barnet Council's actions directly caused Mr X's financial difficulties. The regulator stated: "I am satisfied on balance that had the council not given Mr X incorrect advice about whether he qualified for financial assistance, he would not have signed the tenancy agreement for the private rented property he found and paid the deposit and first month's rent."
As a result of the misinformation, Mr X had to borrow money and use credit to cover upfront costs, creating what the ombudsman described as "a difficult financial situation." The report emphasized that "the council's actions have caused Mr X a considerable amount of distress."
Remedial Actions and Council Response
Barnet Council was ordered to issue a formal apology "for the injustice caused" by its faults and to pay Mr X £400 compensation "to recognise the distress, frustration and inconvenience he suffered." These remedies were required to be completed with proof within one month of the December 24, 2025 decision.
A council spokesperson stated: "Barnet Homes accepts the decision of the ombudsman and its recommendations in relation to this case. We strive to provide high standards of service to our customers but in this instance we have fallen short of these standards. We have apologised to Mr X and provided a payment of £400."
The spokesperson added: "We take learning seriously and are always seeking to improve how we deliver our services. We will work with our teams to ensure that correct processes are followed, and the correct advice is given to customers."
Barnet Homes, which manages the council's housing stock, operates as part of The Barnet Group, a local authority trading company owned by Barnet Council.
