Ombudsman orders Wolverhampton Council to compensate homeless family who were let down over accommodation

The Social Care Ombudsman found the council was at fault and had caused an injustice to the dad, named ‘Mr B’, after he complained his family were housed in unsuitable accommodation for an unreasonable amount of time.

The city council has apologised and confirmed it will carry out service improvements. Wolverhampton City Council placed Mr B and his family in temporary accommodation after he made a homelessness application in September 2022. 

The dad complained about the accommodation due to antisocial behaviour from other tenants in the building and because his daughter required her own room for medical reasons.

The family were placed in the highest priority band for housing allocations – emergency. After Mr B successfully bid for a three-bedroom property for his family, they were due to move in during December 2022. However, before they moved in, it was found works on the property were needed. 

The city council placed his family in a hotel while the works were being carried out. Once in the permanent home, the family remained unhappy as the property was not big enough, on which the council agreed. 

The ombudsman found that Wolverhampton City Council was at fault after it did not remove the family from the property after recognising the issue. It said: “Once the council has agreed a property is unsuitable, it must move the family straight away. Every month the family remains in the property since that time is fault, and the council should remedy the injustice caused.

“Mr B has been very clear that the impact this is having on his family is substantial. On this basis, I am recommending the council make a payment of £200 per month from the end of April 2024, until the date Mr B is offered suitable accommodation.

”Wolverhampton City Council was ordered to make a payment of £1,300 for the delays in providing support, and a further £200 each month until the family is placed in suitable accommodation. It has agreed to review its process on dealing with these sorts of cases, and ensure all relevant staff are reminded of the council’s duties.

A spokesperson for Wolverhampton Council said: “Each year the council and our arms-length management company Wolverhampton Homes find long-term and temporary accommodation for many thousands of people.

“Every effort is made to ensure these options are suitable and where our customers raise dissatisfaction, we will work to attempt to find a reasonable solution. Where it is identified that things have gone wrong, we will work with individuals and families to put it right. All customers have access to our complaints process to help resolve issues as quickly as possible. 

“We are sorry that the service fell below the usual standard in this case and both the council and Wolverhampton Homes will always follow actions outlined by the Housing Ombudsman. In these cases, alternative options are investigated to support our customers, whilst managing the limited supply of social housing properties versus the high demand across the city, and the country.”