Council Misled Man Over Supported Housing Eligibility
Ombudsman required apology for 'injustice' caused
Hammersmith and Fulham Council's Housing Department
April 25, 2025
Hammersmith & Fulham Council has been criticised after suggesting a man may have been eligible for supported housing before concluding he could not afford the accommodation, a result he claimed was reached ‘without proper explanation’.
The Local Government Ombudsman also found Hammersmith and Fulham Council had not prepared a Personal Housing Plan for the individual, named Mr X, describing the error as causing an ‘injustice’.
A spokesperson for the council said they accept the findings and continue to offer housing and financial support to Mr X.
The Ombudsman’s report detailed how Mr X approached the council in November 2023 telling the local authority he had lost his home due to a relationship ending, and so was back with his mother.
This was expected to be short-term due to ‘lack of space and to his mother’s needs’. Mr X is also reported as saying he had struggled with his mental health and was unable to work for several months.
Hammersmith and Fulham took on Mr X’s case and, several months later, provided him with an indicative calculation of the benefits he could get with supported housing based on his payslips and employment contract.
Mr X subsequently provided further documentation including his most recent bank statements, following which the housing adviser found he would not be eligible for council tax support due to his higher income from overtime at his job.
As such, his benefit would be reduced, and in March, his adviser was told he would not be able to afford supported housing.
Mr X contacted his supported housing adviser saying he had not received an update on his application. He was told he had been sent the relevant affordability calculations, and that he had not queried the calculations.
Mr X complained to the council in April 2024, saying he had been offered supported housing though this was withdrawn ‘without proper explanation’ and that he had not received a Personal Housing Plan.
Personal Housing Plans are agreed between residents and councils and set out steps to either prevent homelessness or find a suitable place to live.
The Ombudsman began its investigation in October, following which the council assigned a new housing adviser who Mr X told he had mental health difficulties and dyslexia. He was then prepared a Personal Housing Plan.
The council was found to have not followed the appropriate steps after it had accepted its duty towards Mr X, including the failure to prepare a Personal Housing Plan or effectively communicate its decision that he could not afford supported housing.
The Ombudsman did not, however, find fault in the council reaching that position.
“Mr X was disappointed and could not fully understand why the Council had changed its position on Supported Housing for him,” the Ombudsman’s report read. “During the assessment for Supported Housing and after the first calculation sent to him by Officer 2 [supported housing adviser], Mr X was convinced he would be eligible for this type of accommodation and was expecting to view the property. Based on the correspondence between him and Officer 2 I found his expectations were justified.
“Officer 2 should not have made an early calculation without having information on Mr X’s most recent income and outgoings. Aware of Mr X’s disappointment and lack of understanding Officer 2 failed to engage with him after it had sent the amended calculation and had told him he could not afford Supported Housing.”
The Ombudsman recommended the council apologise for the faults found, review Mr X’s Personal Housing Plan, inform him of its decision, and pay him £250 ‘to recognise the distress caused’.
A spokesperson for the council said, “With homelessness on the rise across London, we’re working hard to support all residents in need. We fully accept the Housing Ombudsman’s findings and have apologised to Mr X. We have provided Mr X with a Personal Housing Plan and continue to work with him to offer housing and financial support.”
Ben Lynch - Local Democracy Reporter