Council Admits Fault After PTSD Sufferer Endures Six Months of Homelessness
A West London council has been forced to pay £1,750 in compensation after its failures left a man with Post-Traumatic Stress Disorder (PTSD) homeless for six months. Hammersmith and Fulham Council admitted it was at fault for not properly reviewing the resident's homelessness application, causing significant injustice.
Ombudsman Investigation Reveals Systemic Delays
The Local Government and Social Care Ombudsman found that the resident, identified only as Mr X, submitted his homelessness application on August 9, 2024. Despite having complex PTSD and a history of stroke, the council took no action on his case until November 25, 2024—more than three months later.
Records show the council failed to respond to multiple contacts from Mr X and his representatives during this period. The ombudsman's report determined this delay constituted a clear injustice, as Mr X wasn't placed in alternative accommodation until February 17, 2025.
Compensation Dispute and Council's Initial Offer
Hammersmith and Fulham Council initially offered Mr X just £250 in compensation, later proposing an additional £250 per month for December 2024 through March 2025, totaling £750. However, the ombudsman intervened, insisting payments should be backdated to August 9, 2024—when Mr X first applied—resulting in the final £1,750 settlement.
The council acknowledged it should have identified Mr X's need for interim accommodation when he provided medical records in December 2024. His medical documentation revealed he had experienced domestic abuse from the person providing his temporary housing, further highlighting his vulnerability.
Timeline of Neglect and Eventual Resolution
- August 9, 2024: Mr X approaches the council as homeless, stating he can no longer stay with a friend in a housing association property.
- September-November 2024: Representatives repeatedly chase the council for progress without response.
- November 25, 2024: Council finally allocates a case officer after external pressure.
- December 2024: Mr X provides medical evidence, including PTSD diagnosis and domestic abuse disclosure.
- January-February 2025: Multiple follow-ups occur as Mr X faces imminent eviction.
- February 17, 2025: Mr X is admitted to hospital and later discharged to a crisis recovery house.
- March 3, 2025: Council provides temporary accommodation, with Mr X eventually accepting private rented housing.
Systemic Reforms and Council Apology
The ombudsman mandated that Hammersmith and Fulham Council develop an action plan to address delays in allocating caseworkers to homeless applicants. Additionally, the council must provide guidance to officers about the duty to offer interim accommodation to priority-need individuals, including domestic abuse survivors.
A council spokesperson stated: "We have sincerely apologised and offered compensation to Mr X for the delays in assessing his case. He was soon offered temporary accommodation, and we now give new homeless applicants an interview immediately upon receiving their application. This has improved our response times and assessment completions."
The case underscores ongoing challenges in local government housing services, particularly for vulnerable residents with mental health conditions. The council's agreement to implement the ombudsman's recommendations aims to prevent similar failures in the future.
