Councils in England are being urged to check their homelessness procedures are fit for purpose, after the Local Government and Social Care Ombudsman found significant fault with a Northamptonshire district council.

The Ombudsman’s advice follows its investigation into a homelessness complaint from a woman in the Kettering area. The woman was not offered, or even made aware of, her legal right to a review of her temporary accommodation. The council even failed to offer her this right when she told them the house was unsuitable. Her disabilities meant she could not access the upstairs bathroom or bedrooms and the lack of secure storage for her mobility scooter resulted in it being damaged and the battery stolen. 

Michael King, Local Government and Social Care Ombudsman, said:

“People in temporary accommodation have a legal right to a review of that accommodation, and ultimately to have that review considered by the courts. But they can only follow this process if councils tell them about their rights in a timely manner, as statutory guidance dictates.

“While I am pleased Kettering Borough Council has already amended its letters to residents, I would urge other authorities to look at their correspondence to ensure people’s review rights are made clear.

“Complaints are a learning opportunity for councils, and this is one all councils in England can learn from to improve their services.”